This job was posted by https://www.arjoblink.arkansas.gov : For more
information, please see: https://www.arjoblink.arkansas.gov/jobs/4198280
Position Description:\
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Job Purpose and Scope:\
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Responsible for providing guidance to and oversight of call center
support staff. Ensures day-to-day operations of a specific location are
handled according to established policy and procedure and all calls are
handled effectively. Performs quality assurance analysis of call center
activities.\
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Essential Job Functions:
- Provides guidance and oversight to the call center support staff.
- Guides day-to-day operations of call center staff to ensure calls
and resolution of customer issues are handled according to
established policies and procedures.
- Performs quality assurance monitoring of call center activities.
- Tracks agent key performance indicators (KPI) and prepares regular
individual reviews to keep agents on track.
- Oversees and coaches staff in handling general customer complaints.
- Resolves complex and/or highly sensitive customer complaints.
- Assists in organizing, planning, and implementing call center
strategy.
- Coordinates staff scheduling.
- Tracks agent progress of weekly, monthly, quarterly, and annual
objectives.
- Creates and nurtures effective work relationships with supervised
staff to motivate, coach, and retain staff.
- Guides staff in effective customer service communication standards
and processes.
- Travels as required for business purposes.
- Works extended hours during the week and on weekends, as necessary.
- Maintains good punctuality and attendance to work.
- Regularly exercises discretion and judgment in the performance of
essential job functions.
- Follows Bank policy, procedures, and guidelines.
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Knowledge, Skills & Abilities:
- Knowledge of online banking systems.
- Knowledge of card systems.
- Knowledge of imaging systems.
- Ability to communicate effectively both verbally, including over the
telephone, and in writing.
- Ability to demonstrate effective customer service skills.
- Ability to demonstrate effective problem-solving skills.
- Ability to work independently without close supervision.
- Ability to manage multiple tasks at one time.
- Ability to manage multiple personal and team priorities effectively.
- Ability to develop and motivate staff to achieve team goals.
- Ability to develop, interpret and provide staff guidance on Bank
policies and procedures while maintaining strict confidentiality and
Bank secrecy.
- Ability to work well in a fast-paced environment with exacting
deadlines.
- Skill in using computer and Microsoft Office products (Word, Excel,
Outlook).
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Job Expectations:Operate customary equipment and technology used in
a business environment, with or without accommodation.\
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Note: This description is not an exhaustive list of all job
functions, duties, skills, and job standards required. Other job
functions, duties, skills, and standards may be added. Management
reserves the right to add or change the job requirements at any time.\
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Position Requirements:\
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Basic Qualifications:
- High school diploma or equivalent required.
- Minimum of four (4) years of work experience in a call center
environment, customer service and/or retail required.
- Minimum of one (1) year of experience with Microsoft Word and Excel
required.
- Minimum of one (1) year of supervisory experience preferred.
- Minimum of one (1) year of work experience with core banking
software (e.g., Fiserv Premier) and the applicable interfaces to a
core banking software platform preferred.
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Bank OZK is an equal opportunity employer and give consideration for
employment to qualified applicants without regard to race, color,
religion, sex, national orig n, age, sexual orientation, gender
identity, disability status, protected veteran status, or any other
characteristic protected by federal, state, and local law. Member FDIC.\
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