Call Center Manager - Retail

At Sunrise Banks we are committed to a culture of trust and transparency that welcomes all.

POSITION SUMMARY

The call center manager will work from our Sioux Falls, SD office to handle inbound and outbound calls as well as oversee the daily operations of a call center, ensuring efficient and effective customer service. This includes hiring, training, and motivating call center staff, as well as monitoring performance, handling escalated issues, and optimizing processes for improved efficiency and customer satisfaction. They also play a crucial role in setting goals, tracking key performance indicators (KPIs), and reporting on performance to upper management. 

ESSENTIAL FUNCTIONS

• Handle inbound and outbound calls from consumer banking and small business clients, ensuring first time call resolution whenever possible.


• Manages the Retail Bank call center customer service team while continually motivating and guiding team members, especially when handling difficult calls and while maintaining adherence to policies, procedures and regulations. Addresses employee issues and resolves conflicts.


• Manage schedules and ensure adequate staffing levels based on call volume projections and forecasts.


• Works with the Retail Bank leadership team in setting performance goals and monitoring key performance indicators (KPIs) such as call resolution time, customer satisfaction, and agent productivity.


• Develop and implement strategies to improve call center efficiency and customer service and analyze call center statistics and reports to identify improvement.


• Implement and maintain a quality monitoring program to ensure adherence to protocols, procedures, and regulations. Providing coaching and ongoing development of CSRs.


• Handle escalated customer complaints and resolve complex issues while ensuring that customers receive excellent customer service and that their needs are met.


• Lead team meetings and provide updates on company initiatives.


• Review and update department protocols and procedures as needed and maintain a team Wiki or Knowledgebase.


• Other duties as assigned.

KEY COLLABORATORS
This position will work with Retail Bank Operations, Deposit Servicing, Information Services, Compliance, Audit and National Productions department and others as appropriate.

 SUPERVISORY RESPONSIBILITIES

This position supervises the Retail Bank Call Center Customer Service Representative (CSR) staff.  

Responsible for the hiring, performance management, and development of these employees.

COMPETENCIES

• Sunrise Core Values


• Individual Contributor Competencies


• Manager Competencies


• Area Expertise


• Change Champion


• Influencing Skills


• Strategic Thought


• Conflict Resolution

EDUCATION & EXPERIENCE

• High school degree or GED required and 4 Year college degree in a business-related field preferred.


• 5 years’ customer service or call center operations experience required.


• Experience in retail banking and the financial industry preferred.


• Superior skill set in the use of the following software applications: Microsoft Teams, Excel, Word, PowerPoint, Access, and Outlook.


• Prior experience with Fiserv Premier for account management preferred.

COMPENSATION & BENEFITS

Annualized salary rangeDOQ:  $65,331 - $93,330 - $121,328

Eligible benefits include: Medical, Dental, Vision insurance, Life, AD&D, Short and Long-term disability insurance, FSA, 401k w/match, Paid Time Off (PTO), Volunteer Time Off, Paid Parental Leave, Pet Insurance, and more.  Details at www.sunrisebanks.com/about/careers/.