Customer Support Center Assistant Manager - Job at First Mid Bank & Trust in St. Peters, MO

Customer Support Center Assistant Manager

St. Peters, MO

Posted 14 days ago

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Job Description

Position: Customer Support Center Assistant Manager

Location:

St. Peters, MO

Job Id: 3571

# of Openings: 1

Through overseeing employee performance and coordinating operational aspects of the Customer Support Center with the CSC Manager, the CSC Assistant Manager will be responsible for ensuring that performance and operational metrics are met in the most efficient manner. The Assistant Manager will also be responsible for stepping in as operational lead in the absence of the CSC Manager.

Responsibilities include, but are not limited to:

Supervises the daily activities of the Tier I CSC agents
- Monitoring and reviewing contacts for performance evaluation
- Coaching, mentoring, and developing Tier I agents
Identifies, analyzes, and addresses performance trends and gaps
- Coordinates with the CSC Training & Quality Specialist to enhance the CSC Training Program to address performance trends and/or gaps
Maintains a high level of information sharing through Team Huddles
- Updates the team huddle board daily
- Holding bi-weekly huddles to review new, upcoming, and important information
Assists the CSC Manager with various duties to ensure successful operations of the department
Assists with Knowledge Base updates when needed
Assists with CSC training initiatives when needed
Tracks, responds to, and reports on customer complaints
Works on a variety of assigned special projects
Ensure objectives are being met so the Company maintains operations at an optimal level
Assists with voice, chat, and ticket interactions during high volume or low staffing periods
Adheres to Company core values.
Other duties as assigned by the CSC Manager

Qualifications

Education/Experience:

Associate Degree in finance, business, or related field preferred with specialized training in bank operations, customer service, and electronic banking or commensurate experience
5-10 years of banking experience in teller, customer service, call center or bank operations, quality assurance, coaching, and training experience, preferably in a contact center environment

Skills:

Thorough knowledge of deposits, bank operations, banking regulations, online banking and computer deposit applications
Excellent communication skills
High level of interpersonal skills to interact with customers, potential customers, staff, and senior officers in a professional manner
Proficient in Microsoft Office
High level of problem-solving and decision-making skills with a high degree of diplomacy and influence to manage difficult customer interaction
Ability to handle multiple tasks at a time and work with a significant amount of detailed information in an accurate, timely and confidential manner.
May be required to work earlier, later or longer than the normal workday as multiple shifts may be utilized in this department
Strong organizational skills in order to complete multiple tasks accurately and in a timely manner
May be required to work earlier, later or longer than the normal workday as multiple shifts may be utilized in this department

First Mid Bancshares, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other applicable federal or state-protected classification.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT

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Equal Opportunity Employer

Job Summary

Company

First Mid Bank & Trust

Start Date

As soon as possible

Employment Term and Type

Regular, Full Time

Required Education

Associate Degree

Required Experience

5 to 10 years