Operations Manager, Call Center

About Dividend At Dividend, we question convention, reward creativity, and always welcome new ideas. We are hungry to win, happy to help, and determined to succeed. Every day, we get to see the impact we've had on our customers, our partners, and on the world around us. So, take a look and see if you think you'd be a good fit for Dividend.

About Dividend At Dividend, we question convention, reward creativity, and always welcome new ideas. We are hungry to win, happy to help, and determined to succeed. Every day, we get to see the impact we've had on our customers, our partners, and on the world around us. So, take a look and see if you think you'd be a good fit for Dividend.

Responsible for managing and coordinating activities of employees providing telephone customer support services. The Call Center Operations Manager will also be responsible for making any necessary changes in staffing based on the day of the week, sales promotion and other anticipated events. All employees are responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and following policies and procedures as defined.

Accountable for always doing the right thing for customers and colleagues and ensuring that actions and behaviors drive a positive customer experience. Operating within the Bank’s risk appetite, you will achieve results while consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

• Determine call center operational strategies by conducting needs assessments, defining user requirements, and establishing customer-service standards.
• Develop call center systems by developing customer interaction and voice response systems, and voice networks; design user interfaces; develop and execute user acceptance test plans; planning and controlling implementations.
• Maintain and improve call center operations by monitoring system performance, identifying and resolving problems
• Maintain equipment by evaluating and installing updates; develop preventive maintenance programs; calling for repairs; evaluating and implementing upgrades
• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Prepare call center performance reports
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management
• Accomplish organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Perform other duties as assigned

Responsible for providing employees timely, candid and constructive feedback; developing employees to their full potential and providing challenging opportunities that enhance employee career growth; developing the appropriate talent pool to ensure adequate bench strength and succession planning; recognizing and rewarding employees for accomplishments.

• Bachelor's Degree in related field or equivalent work experience
• 3+ years’ experience as a call center manager
• Strong staff development skills and leadership ability
• Outstanding organizational and time management skills
• Excellent verbal and written communication skills
• Strong customer service orientation
• Team-oriented attitude
• Strong relationship building skills both internally and externally
• Demonstrates good knowledge of Microsoft Office, including Word, PowerPoint, and Excel

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and…