Executive Recruiter
Vistage Worldwide, Inc.
Call Center Manager
Lead Bank
full-time
Posted on:
Origin: • 🇺🇸 United States • Kansas, Missouri
Visit company websiteJob Level
JuniorMid-Level
About the role
- Maintain an active role in call handling, balancing direct call volume with leadership responsibilities
- Establish client support best practices, maintaining a high standard of professionalism, clarity, and caller focus
- Create and review policies and procedures for Call Center Specialists to adhere to
- Lead, coach and develop the Call Center Specialists
- Oversee daily workflows and team scheduling, ensuring consistent coverage and operational continuity
- Serve as the escalation point for complex or dissatisfied callers, providing clear resolutions while protecting the Bank’s boundaries and commitments
- Respond to direct client questions and routed questions from branches, operations, and loan-teams
- MonitorCall Center including reporting, service level expectations and software utilization.
- Communicate trends, pain points, and client feedback to internal teams, acting as the ears of the organization and proactively identifying opportunities for improvement
- Contribute to the strategic initiatives to enhance overall client experience
- Adhere to all relevant banking policies, procedures, and regulatory compliance requirements to ensure security and confidentiality of client information
- Complete account maintenance and process client transactions
- Perform all other duties as assigned
Requirements
- A minimum of 2 years of banking experience, with experience in a call center or high-volume client service environment strongly preferred.
- Demonstrated ability to support team success through strong service delivery, collaboration, and a willingness to engage with new tools, processes, and service expectations across client types.
- Experience leading through high-contact volume, coaching for tone and consistency, and resolving complex service situations.
- Strong organizational skills with experience in managing multiple time-sensitive projects simultaneously
- Self-starter with a high sense of urgency, proactive communication style, and willingness to lead by example
- Are a team player and enjoy working with people to achieve the best and most efficient result
- Bring excellent caller care skills that support clear, respectful communication across a wide range of callers, including escalated or misdirected inquiries
- Excellent oral and written communication skills
- Show curiosity, show humility, be open to new ideas and approach your work with a growth mindset
