Top 6 Call center manager Jobs in Dayton Oh

Call Center - Assistant Manager Member Experience
Wright-Patt Credit Union Inc. —Beavercreek, OH
- Mid-level
- High school diploma or GED
- Mentoring
- On-the-job training
Quick Apply
8d
Customer Service Manager
Logan A/C & Heat Services —Dayton, OH
- $60,000 a year
- Full-time
- Microsoft Excel
- Mid-level
- Recruiting
- Profit sharing
- AD&D insurance
Quick Apply
Customer Service Supervisor 2
Hobart Service —Troy, OH
- Extended hours
- Mid-level
- Office
- Mentoring
3d
Specialist Manager, Risk and Compliance Services (Personal Consultation)
Deloitte —Dayton, OH
- $93,000 - $171,300 a year
- Full-time
- 6 years
- CPA
- Research

Discover related jobs

Based on your search for call center manager jobs.

Operations Manager
Land O'Lakes —Richmond, IN
Bachelor’s degree in a related field plus a minimum of 2+ years exempt level people leadership experience in a manufacturing environment OR High School Diploma…
Operations Manager
Amazon.com Services LLC —Vandalia, OH
To achieve this, managers are expected to provide their team with the tools needed for success while driving improvements in productivity and efficiency through…
$91,000 - $136,500 a year

Show more related jobs

Explore jobs in cities nearby

Check out jobs in cities near your current location, Columbus

Supervisor, Contact Center
Careforth —Columbus, OH
Provide callers with Careforth program information specific to their state of residence in accordance with state regulations and company policies.
$51,740 - $64,594 a year
8d
Contact Center Branch Manager
Bridge Credit Union —Powell, OH
Thorough knowledge of credit union services and products. Familiarity with credit union branch functions, policies and procedures.
From $65,000 a year
Quick Apply
6d

Show more jobs in cities nearby

I want to receive the latest job alert for call center manager in dayton oh

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

call center manager jobs near dayton oh

Customer Service Manager jobs in Dayton, OH

Customer Service Manager jobs in Mesa, AZ

Jefferson Patient Service Associate jobs in Philadelphia, PA

Customer Service Manager jobs in Tacoma, WA

Customer Service Manager jobs in Santa Clara, CA

Customer Service Manager jobs in Green Bay, WI

Creative Project Manager jobs in Atlanta, GA

Part Time Project Manager jobs in Seattle, WA

Manager, Team Member Experience jobs in Nashville, TN

Manager, Team Member Experience jobs in Philadelphia, PA

No Experience jobs in Jefferson City, MO

Manager, Team Member Experience jobs in Salt Lake City, UT

Manager, Team Member Experience jobs in New York, NY

No Experience Necessary jobs in New Jersey

Customer Service Supervisor jobs in Parker, CO

Customer Service Supervisor jobs in Knoxville, TN

Customer Service Supervisor jobs in Minnesota

Maintenance Supervisor jobs in Austin, TX

Remote Online Clinical Supervisor jobs in Texas

Customer Service Supervisor jobs in Dorado, PR

Call Center - Assistant Manager Member Experience

Wright-Patt Credit Union Inc. -
Beavercreek, OH

Quick Apply

Job Details

8 days ago

Benefits

On-the-job training

Qualifications

MLO License
Staff supervision
Managing teams in a customer support role
Coaching
Employee relationship building
High school diploma or GED
Team development
Mentoring
Leading team collaboration initiatives
Productivity software
Team motivation (leadership skill)
Analytics

Full Job Description

The Assistant Manager, Member Experience is responsible for supervising and leading the daily operations of member experience activities within the Member Help Center. The Assistant Manager is also responsible for coaching and developing partners to deliver extraordinary member service for members and partners via remote delivery channels (telephone, mobile, web, and e-mail. Maintaining consistent communication and training expectations for each partner on their team throughout the Member Help Center and assuring partners are providing members with simply extraordinary service while consistently achieving Wright-Patt Credit Union’s high service standards within a fast paced, high call volume environment.

1) Drive team performance, continuous improvements, and operational efficiencies to meet or exceed call center strategic initiatives. Activities include but are not limited to staff scheduling, monitoring adherence, monthly reports, quality monitoring, and reviewing key success metrics and measurements for the call center partners. (35%)

2) The Assistant Manager ensures continued professional growth of partners through consistent observation, coaching, review of performance & achievement of goals using Individual Development Plans or Corrective Actions when applicable. The Assistant Manager mentors, coaches, observes and supports the professional development of the partners. (20%)

3) Lead the Member Help Center to consistently meet Key Performance Indicators and established member experience standards providing members with extraordinary service. Results are measured through NPS, call quality monitoring scores and contact center metrics. Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. (20%).

4) Maintain appropriate staffing levels with well trained and motivated partners. Continued on-boarding of new Member Experience Representatives, provide quality on the job training through stratification and maximizing partner engagement in alignment with the credit union’s culture and values. Modify partner schedules by analyzing workforce optimization tools and reports, using forecasting tools and labor allocation methods. (10%)

5) Assist with developing and executing annual objectives, goals, and strategies for the Member Experience Representatives. The Assistant Managers drives team performance, resolves escalated member and partner inquiries. Also handles escalated issues and member concerns assigned back to the MHC from Specialty Services to ensure member satisfaction. Develop and monitor the implementation of operating plans, success measurements, and processing efficiencies. (5%)

6) Acts as liaison to other WPCU Departments, increasing inter-departmental communication, identifies relationship building opportunities and makes recommendations on how to improve member experience by collaborating with other areas. (5%)

7) Performs other duties as required (5%)

Required Skills

Specialized or Technical Knowledge and Skills: The MHC Assistant Manager, Member Experience must possess a high degree of working technical knowledge in the areas of Member Service, products and services, problem solving and excellent decision/judgment skills. The following is also required:

1) High School Diploma or GED required. Associate’s Degree preferred in related field or equivalent combination of education and experience.

2) A minimum of two years related experience and/or training; or equivalent financial and or management experience preferred. A proven ability to effectively lead a team is required. Experience in a call center environment, preferably at a Credit Union or other financial institution is preferred.

3) Demonstrated ability to lead others

4) Demonstrated ability to analyze, reason, problem solve, and prioritize work independently.

5) Ability to motivate, develop and reward staff

6) Effective time management

7) Demonstrated ability to work in a fast paced and ever-changing environment

8) Excellent analytical, managerial, written, communication and interpersonal skills.

9) Must be familiar with Member Experience operations

10) Demonstrated intermediate knowledge with Microsoft Office and Workforce Management products.

11) NMLS is required.

Quick Apply

Refine Your Search

call center manager jobs in dayton oh

Call Center - Assistant Manager Member Experience

Customer Service Manager

Customer Service Supervisor 2

Specialist Manager, Risk and Compliance Services (Personal Consultation)

Discover related jobs

Explore jobs in cities nearby

I want to receive the latest job alert for call center manager in dayton oh

Explore jobs in more locations

Job Seeker Tools

Employer Tools

Browse

Stay Connected