Call Center Manager

East River Place
833 East River Place
Jackson, MS 39202, USA

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under‑resourced Deep South communities. Since 1994, these efforts have benefited more than three million people in Alabama, Arkansas, Georgia, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation.

Learn more at https://(Use the "Apply for this Job" box below)..

Title: Call Center Manager

Department: Retail Operations

Reports To: Senior Vice President, Retail Operations

Job Classification: Exempt, Full-time

Location: Onsite Jackson, MS

The Call Center Manager is responsible for overseeing daily operations of the call center, including supervising Telephone Service Representatives, ensuring efficient handling of incoming and outgoing calls, and delivering exceptional customer service with timely resolution.

• Lead and support strengthening HOPE Initiative that values an organizational culture for open communication, innovation, associate engagement and other traits that contribute to collaboration and high performance.
• Supervise, train and coach Telephone Service Representatives.
• Develop and implement comprehensive training programs.
• Research and resolve complex member issues with professionalism and a high level of customer service, including de‑escalation when necessary.
• Monitor and respond to incoming and outgoing calls in a timely manner (e.g., updating member accounts information, processing check requests).
• Maintain strict confidentiality of member’s information.
• Ensure timely processing of incoming mail deposits and/or payments.
• Develop and manage performance goals and metrics (e.g., call handling time, cross‑selling of value‑added products and/or services).
• Ensure completion of compliance related courses and adherence to service level agreements.
• Monitoring and reviewing call center reports to call center quality improvements.
• Serve as liaison between the call center and other departments.
• Manage and oversee third‑party vendor relationships.
• Develop and implement strategic call center metric initiatives to drive enhanced member experience.
• Other duties as assigned.

• Required:
  • High School Diploma/GED.
  • 5–7 years leadership experience in a high‑volume banking or credit union call center environment.
  • Proven expertise in handling escalated conflict resolution.
• Preferred:
  • Bachelor’s degree in business or related discipline.
  • Experience working with Cisco, Banno, Symitar, Synergy, and other related systems.
• Organizational Awareness: Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization.
• People Development & Leadership: Ability to assess skill strengths and weaknesses of individuals and teams in order to determine what actions are appropriate to build and/or improve the skills needed. Achieving results through people by successful objective setting, performance review, motivation, delegation, teambuilding, commitment gains, and empowerment.
• Problem Solving: Having the ability to identify problems and issues of varying complexities and to find effective solutions with few guidelines.
• Oral Communication: Shaping and expressing ideas and information in an effective manner.
• Results Orientation: Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.
• Strategic Thinking & Accountability: Understands and processes complex information and exercises sound judgment, considering the situation, the issues, the key players, and the levels of authority involved. Proposes courses of action that further the objectives, priorities, and vision of the organization. Accepting responsibility results in anticipation/prevention of problem areas from actions,…