Strategic Call Center Operations Leader

Fifth Third; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

Fifth Third Bank in Cincinnati, OH is seeking an experienced Call Center Operations Manager to oversee a team delivering telephone customer support. You will adjust staffing for promotions and events while ensuring risk controls and a positive customer experience.

You will drive operational strategies, monitor performance, manage budgets, and lead staff development to foster growth and service excellence across the call center.

Qualifications

• Bachelor's Degree in related field or equivalent work experience.
• 3+ years' experience as a call center manager.
• Strong staff development and leadership skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation.
• Team-oriented attitude and relationship building.
• Proficient with Microsoft Office (Word, PowerPoint, and Excel).

Responsibilities

• Determine call center operational strategies by conducting needs assessments, defining user requirements, and establishing customer-service standards.
• Develop call center systems by developing customer interaction and voice response systems, and voice networks; design user interfaces; develop and execute user acceptance test plans; planning and controlling implementations.
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems; maintain equipment by evaluating and installing updates; develop preventive maintenance programs; pursuing repairs; evaluating upgrades.
• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Prepare call center performance reports.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management.
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Perform other duties as assigned.

Skills

Call center mgmt

Leadership

Communication

MS Office

Staff development

Organizational skills

Time management

Customer service

Team player

Relationship building

Education

Bachelor's degree

Tools

CRM software

Workforce management

Job description

Fifth Third Bank in Cincinnati, OH is seeking an experienced Call Center Operations Manager to oversee a team delivering telephone customer support. You will adjust staffing for promotions and events while ensuring risk controls and a positive customer experience.

You will drive operational strategies, monitor performance, manage budgets, and lead staff development to foster growth and service excellence across the call center.