Customer Contact Center Manager - Hills Bank

SCHEDULE:Full-time; Monday through Friday with availability between (7:00 am-6:00 pm), and a Saturday morning rotation (8:00 am-12:00 pm)

LOCATION: 131 East Main St, Hills, Iowa 52235

BENEFITS: Our employees are our most valuable assets, so we invest in them with a comprehensive and competitive benefits package. Our philosophy of taking care of the customer extends to taking care of our employees so that they, in turn, can take good care of themselves and their families. Join Hills Bank and let us surprise you with even more perks!

SCOPE:

The Customer Contact Center Manager will lead Hills Bank's vision of creating "Customers for Life". They will be responsible for overseeing the daily operations of Hills Bank's Contact Center to ensure that customers' needs are handled with the highest-quality service, accurate information, and in a timely manner. The Customer Contact Center Manager will directly supervise the Contact Center Supervisors, provide guidance to the Supervisor team and collaborate closely with team to provide solid, consistent leadership for the department.

ACCOUNTABILITIES:

Departmental Oversight/Staff Development:

• Responsible for the effective planning, direction, coordination and control of the Bank's Contact Center by performing duties including the following:
• Ensure that the Contact Center delivers quality customer service to both internal and external customers and foster teamwork between Contact Center teams and other bank departments through the use of excellent communication skills, consistent adherence to Hills Bank service standards, and by providing referrals and support services.
• Maintain knowledge of bank products, services, systems and procedures and train/monitor Contact Center employees to ensure that they remain knowledgeable and up-to-date.
• Coach team of Contact Center employees to deliver the highest possible level of customer service. Monitor/observe calls on a regular basis and provide feedback to employees. Report to the to Retail leadership team on a monthly basis regarding positives and areas for improvement identified during monitoring/employee observation.
• Coach team of Contact Center employees to identify and capitalize on sales opportunities by routing calls properly, generating referrals or leads in the bank's CRM system, and/or providing information and following up.
• Assist with the development of and participate in effective training and coaching programs to meet the objectives listed above.
• Set and measure performance standards and provide feedback to subordinates in the form of performance reviews, check-ins, and/or informal interactions/meetings.
• Hire, train and evaluate performance of Contact Center staff through weekly check-in, goal setting, annual review process and any disciplinary action if needed.
• Ensure Contact Center staff has an understanding of career paths and the expectations needed to move from one tier to the next. Help develop and encourage staff to grow within the organization.
• Produce and review activity reports and look for trends that may impact staffing needs, call routing best practices, etc. and share this information with appropriate bank staff.
• Assist with controlling the cost of internal operations of the department. Participate in the review of system needs and recommend the purchase of new equipment as required. Provide leadership to subordinates in the development and implementation of programs and techniques to increase efficiency and reduce costs while maintaining high quality service.
• Facilitate the annual Contact Center budget process with bank management.
• Submit expenses to Accounting through the use of the purchase order system.

Customer Service:

• Assist in handling customer contacts (calls, emails, online account requests, etc.) when staffing shortages or high call volumes dictate. Serve as a role model in adherence to the same standards for quality service, sales opportunity management, accuracy and efficiency to which other Contact Center employees are coached.
• Use effective problem solving techniques to handle complaints or situations that need to be escalated by initial employee handling the call.
• Perform additional Contact Center duties as required.

Other Duties:

• Maintain expertise and skills through attendance of relevant training programs, conferences, seminars, etc.
• Perform other duties as assigned.

EDUCATION AND SPECIAL REQUIREMENTS:

• Successful candidate will have 5+ years of teller, customer service, deposit account or consumer lending and supervisory experience. Experience in building deep working relationship with customers and co-workers and directly managing a book of business.
• Must be able to take initiative, accept responsibility, and work independently.
• Some hours outside of normal business day may be required. This position will participate in a Saturday morning rotation as needed.
• This job requires skills needed in a typical office environment including computer skills, communications skills, as well as utilization of office equipment.