Bank of the West Contact Center Manager (Fargo, ND)

Bank of the West Contact Center Manager

Contact Center Manager (Fargo) Apply Visit jobal.in 1Ih6HWy or send text code 79931 to (701) 786-1652 What sets Bank of the West apart from other banks is our team members-they embody the optimistic spirit of the West. There is a spirit here that drives us to do more. Our team of CPS Customer Service Representatives delivers world class customer service and builds customer loyalty one phone call at a time. You will join a team of employees who are confident and knowledgeable about the Bank of the West products and services that we offer to our customers. The Contact Center Team Manager is responsible for managing the Telephone Banking Contact Center to ensure Bank of the West customers receive accurate and timely information regarding account information bank products service questions or problem resolution. Establish and maintain exceptional service levels through monitoring and coaching contact center staff. Monitors and manages call volume to ensure service level standards are maintained. Additional task of the Contact Center Team Manager Responsible for managing a team of fifteen to twenty-five Telephone Banking Representatives. This includes one-on-one training team meetings monthly quality monitoring discussions performance appraisals disciplinary actions and regular employee coaching and development. Monitors Telephone Banking Representatives calls and directs agent activities to ensure service excellence quality and accuracy. Plays a key role in achieving sales and service objectives that support the Bank s vision. In addition assists the Regional Contact Center Manager in the research and implementation of improvements in customer satisfaction department efficiency and cross-selling additional products and services. Conducts professional verbal and written communication with all customers staff co-workers and management team members. Maintains professional behavior and positive working relationships both internally and when representing Bank of the West in the community. The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required of personnel so classified. Apply Fast & Easy Click on the link below. The job application takes less than 3-5 minutes and can be completed from any phone or computer and includes a brief automated phone interview and 13 simple text questions. Bank of the West job applications powered by Jobaline.