Customer Support Center Manager

Customer Support Center Manager I

Mattoon, IL

Pay Range: $24.52 - $30.65 per hour

At First Mid, base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as (but not limited to) education, skills, internal equity, and experience. This position offers additional compensation in the form of discretionary short-term incentives (i.e. bonus, incentives, and/or commission). Benefits for this role include comprehensive healthcare, well‑being benefits, paid family leave as well as generous paid time off.

Total Rewards also include banking perks, tuition reimbursement, an Employee Stock Purchase Plan, and a 401K plan with company match. Incentives and benefits are subject to eligibility requirements.

At First Mid, we aim to make our customers feel valued, satisfied, and understood. We will achieve this by developing a personalized relationship with our customers and by asking questions to create a customized solution based on their needs and throughout their stages of life. We will create clients for life by adhering to our core values and our service standards.

The Customer Support Center Manager oversees the daily operations of the customer support team within our call center hub locations. This role is responsible for ensuring exceptional service delivery and the achievement of performance goals while managing staff and driving continuous improvement to enhance customer satisfaction.

• Oversees operational and referral functions at stand‑alone call center hub locations.
• Responsible for leading the team to ensure an exceptional customer and team member experience through our contact channels (Phone, Chat, Email, etc.).
• Monitors reports to analyze and adjust for department excellence performance.
• Acts with confidence by leading change along with answering customer questions and owning customer issues.
• Maintains a position of trust and responsibility by keeping all customer or team member information confidential.
• Communicates and ensures adherence to all bank initiatives, compliance, security and operational policies and procedures as well as financial loss standards. Communicates corporate initiatives and priorities to ensure direct reports have a clear understanding.
• Leads daily and weekly individual call center plans that tie into overall departmental goals. Provides daily motivation and coaching of staff to ensure accountability and achievement of assigned referral goals while leading by change management.
• Responsible for leading the team to ensure an exceptional customer and team member experience, by answering questions and owning issues as arise.
• Oversees the training of the Contact Center team to operate the department’s needs.
• Responsible for continual training and development of staff, which includes, but is not limited to the following areas: referrals, operational, customer service, product knowledge, risk management, policies and procedures. Maintains thorough product knowledge.
• Conducts performance evaluations, provides recommendations, and initiates hiring, discipline, promotion or termination of staff. Identifies and nurtures the development of talent to aid in succession planning.
• Assigns and schedules staff to align with the staffing model to ensure optimal coverage, even distribution of workload to maintain service level targets set at all times including peak volumes and unexpected staffing challenges.
• Meets with staff regularly (both 1:1 and in group meetings) to organize referral efforts, communicate procedural/product changes, and resolve issues to optimize performance and employee engagement. Establishes regular coaching opportunities with each team member to review goals, quality assurance, and highlight further personal development.
• Delegates various operations duties to the team while maintaining overall administrative responsibility.
• Completes required training associated with job function and performs related duties as assigned.
• Performs other related job duties as assigned.

Education/

Experience:

• Bachelor's Degree preferred.
• Associate’s Degree in a related field and minimum 3 years of sales management experience…