JOB ID 23317 – Call Center Manager

Location: Ozark, Arkansas, 72949 – This position is onsite

Pay: $75,000 - $85,000 yearly

Type: Direct hire

Schedule:  Must be available call center hours Monday through SaturdayM-F, 7:00 AM to 7:00 PM CSTFlexible to work on Saturday 7:00 AM to 4:00 PM CST

Career outlook:  Growing organization with room to advance your career, well established company with excellent benefits package.   Award winning employer.

Job description:

1. Oversee daily operations of the call center, ensuring customer issues are resolved efficiently and in alignment with company policies and performance goals.
2. Monitor Key Performance Indicators (KPIs), conduct resource planning, and adjust staffing as needed to meet business demands.
3. Provide consistent coaching, side-by-side call monitoring, and performance feedback to support staff development and maintain high service standards.
4. Lead regular meetings with assistant managers and agents to discuss performance, provide guidance, and support career development.
5. Resolve complex or sensitive customer issues, ensuring proper follow-up and maintaining a strong focus on service quality.
6. Collaborate cross-functionally with peers and leadership to implement process improvements and strategic initiatives across locations.
7. Promote a high-performance, compliance-driven culture by guiding leadership practices and fostering strong team relationships.
   

Nice to have:

• Associate or Bachelor’s Degree
• Fiserv Premier
  

Required:

• Must have (2) years of recent leadership experience.
• Must have (2) years of experience with banking software.
• Must have (4) years of experience in call center or customer service/retail banking.
• Must be proficient with MS Office including MS Excel.
• Travel as required.
• High school diploma or equivalent.
• Background check required.