Director - Call Center Operations

Company: Mechanics Bank
Location: Santa Maria
Posted on: January 3, 2020

Job Description:

Requisition Number
19-0369

Post Date
12/31/2019

Title
Director - Call Center Operations

Part Time
No

City
Santa Maria

State
CA

Description

Mechanics Bank is currently searching for a Director of Call Center Operations for our Santa Maria office. The Director of Call Center Operations manages a medium to large operation with multiple units and/or multiple sites, taking a leadership role in the group, area, or function. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. Typically manages subordinate managers or teams. Receives general instructions regarding the scope of assignments but has flexibility in determining the priority and ordering of assignments. Judgment is exercised in interpreting practices and procedures and resolving most work problems. Plans, directs, organizes and controls activities of the Operations Team in order to maintain appropriate levels of customer service, and operational efficiency while meeting all regulatory requirements. Established and maintains relationships with lines of business (LOBs) across all areas of the Bank to be kept informed of any activities that could impact bank operations and ensure agreed upon service levels are being met. Provides Bank Operations Executive and Senior Management information and analysis of overall production and incident activities on a monthly basis. Understands how the department is performing by monitoring the business activity of all units under the bank Operations umbrella. Performance metrics include call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director's success is measured by the organization's ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. Presently all calls are of an inbound nature. The Director of Call Center Operations executes the vision for the operation insuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities.

What you will do:

* Directly supervises employees while overseeing assigned function(s). Carries out supervisory responsibilities in accordance with the Bank's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; managing and appraising performance; coaching and development; addressing complaints and resolving problems.

* Sets and communicates clear goals while driving for results and creating a high-performing workforce.

* Works independently on complex issues and projects.

* Responsible for ensuring new procedures, and/or other changes are proposed and implemented to improve bank-wide customer service levels.

* Ensures transaction processing is in compliance with related federal and state regulations.

* Conducts regular staff and training meetings.

* Organize and complete work accurately and in accordance with established measures/deadlines and assigned goals.

* Performs all other job duties as assigned by supervisor.

* The Director manages a medium to large operation with multiple units and/or multiple sites, taking a leadership role in the group, area, or function. Typically manages subordinate managers or teams.

* Receives general instructions regarding the scope of assignments but has flexibility in determining the priority and ordering of assignments. Judgment is exercised in interpreting practices and procedures and resolving most work problems.

* Plans, directs, organizes and controls activities of the Operations Team in order to maintain appropriate levels of customer service, and operational efficiency while meeting all regulatory requirements.

* Established and maintains relationships with lines of business (LOBs) across all areas of the Bank to be kept informed of any activities that could impact bank operations and ensure agreed upon service levels are being met.

* Provides Bank Operations Executive and Senior Management information and analysis of overall production and incident activities on a monthly basis. Understands how the department is performing by monitoring the business activity of all units under the bank Operations umbrella.

* Develops and successfully implements productivity plans, strategies, and structures to continuously improve processes and procedures and ensure compliance with Bank standards and established service level agreements, increase value to the organization, and for directing and coaching other managers and supervisors as needed to accomplish goals.

* Follows established processes and operational policies in resolving issues; analysis is more detailed and often interpretive.

* Becomes involved in operations issues only when needed or to resolve the most complex problems independently. Exercises latitude and discretion.

* Participates in budget proposals and other management duties, as assigned.

Requirements

Who you are:

* A high school diploma or equivalent with a Minimum of 10 years in progressive experience in bank operations and managing a functional area of banking operations; or equivalent combination of education and experience.

* Previous call center management experience is required.

* Training in process improvement such as Yellow Belt Training.

* Advanced knowledge of functional area of products, services, operational policies and procedures, and compliance regulations.

* The ability to effectively resolve the most complex issues as they arise.

* Proficient with MS Office Suite and internet

* Knowledge of and ability to work and lead in an Agile work environment.

* Must have solid leadership, influencing, and presentation skills, and the ability to connect with employees at all levels.

* Possess excellent human relations, communications and business writing skills. Possess effective time management and organizational skills.

* Able to cope with pressure resulting from meeting required deadlines and reporting requirements. Demonstrate teamwork in facilitating workflow. High level of cooperation with others and responsive to the Bank s needs.

* Consistently demonstrate tact, discretion and good judgment.

* Exhibit high degree of professionalism and confidentiality in handling and having access to sensitive information.

* Mechanics Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, religion, national origin, age, genetic information, veteran status, or on the basis of disability, gender identity, sexual orientation or other bases prohibited by applicable law.

Keywords: Mechanics Bank, Santa Maria , Director - Call Center Operations, Executive , Santa Maria, California