Call Center Lead

Join Blue Sky Bank as a Call Center Lead!

Job Summary

The Call Center Lead oversees daily operations of the Call Center, ensures excellent customer service is given to all customers, analyzes call data, establishes key success metrics, provides coaching and training, fosters a positive and productive work environment, and drives performance within their team. 

Primary Responsibilities

• Maintains high levels of customer satisfaction and service quality.
• Handles escalated customer issues and resolve complaints effectively.
• Collaborates with other departments to ensure seamless customer support.
• Collects and analyzes Call Center metrics (e.g., call volume, response time, resolution rate) to identify trends, areas for improvement, opportunities for growth, and optimize Call Center operations.
• Creates and implements strategic plans for Call Center success and efficiency, based on data insights and organizational goals. 
• Implements process improvements to enhance service delivery and efficiency.
• Develops and implements key performance indicators to measure call center efficiency and effectiveness, including establishing benchmarks for call quality, customer satisfaction, and team productivity. Makes adjustments as necessary to meet or exceed Call Center goals and industry standards.
• Provides timely and accurate detailed reports and insights to management, highlighting achievements and areas for development.
• Monitors and evaluates call conversations to ensure adherence to company policies and procedures.
• Identifies training needs based on performance data and call reviews. 
• Develops and delivers comprehensive training programs for new and existing Call Center team.
• Trains, supervises, and delegates assignments to the Call Center team, holding them accountable through coaching, constructive criticism, assessment, and disciplinary action when required by establishing clearly defined responsibilities and performance expectations while assuring full compliance with all policies and procedures.
• Conducts one-on-one coaching sessions to support employee development and performance improvement. 
• Creates and manages work schedules of the Call Center team, including but not limited to approving or denying requests for time off from work, Paid Time Off in Paylocity, etc.
• Provides positive and professional leadership, mentorship, and guidance to the Call Center team, fostering a culture of innovation, collaboration, accountability, and continuous improvement.
• Implements strategies to improve employee morale, job satisfaction, and retention.
• Encourages open communication, collaboration, and teamwork.
• Recognizes and rewards top performers while providing constructive support to those needing improvement. 
• Recognizes red flags, scams, fraud, phishing, etc.
• Stays current on applicable banking regulations and security procedures and practices to prevent fraud or other bank losses and to comply with regulatory requirements.
• Performs responsibilities during Bank hours by being physically present in the Bank an average of 40 hours each week based on business needs. 
• Travels between branches as needed.
• Performs other responsibilities as assigned by management.

Required Qualifications

• Education: High school diploma or GED required. Bachelor’s degree preferred.
• Experience: 2+ years of call center management experience required. Financial institution experience preferred. 
• Work involves much personal contact with others inside and/or outside the Bank for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
• Effectively develops team members through guidance, training, support, and constructive feedback. 
• Ability to manage, lead, delegate, and train team members effectively, inspiring them to meet business objectives. 
• Strong commitment to holding oneself and team members accountable for completing tasks, achieving results, and upholding standards. 
• Leads with integrity, transparency, and adherence to ethical standards and business practices. 
• Maintains confidentiality.
• High level of professionalism and integrity. 
• Flexible, adaptable, and willing to continuously learn. 
• Strong analytical and problem-solving abilities, including interpretation and communication of call data and metrics. 
• Excellent written and verbal communications skills.  
• Ability to work both independently and as part of a team. 
• Exceptional organizational skills, with the ability to prioritize and execute multiple tasks and projects simultaneously. 
• Strong work ethic and attention to detail.