TCM Bank is in Tampa, FL. This is a remote opportunity. If living outside of the area, travel expectations would be at least 4 times (overnight travel) per year. Qualified candidates located in the states where we do business will be considered: AL, AZ, DC, FL, GA, IA, KY, MA, MI, MD, MO, MN, NE, NC, OH, OR, PA, SC, TX, & VA.

SUMMARY:
The Contact Center Manager's primary role is to support and motivate the Contact Center Team leads, trainers, and associates and provide the best customer experience in all customer interactions. Responsible for the day-to-day operations within the Contact Center, both internal and outsourced. Provides direction and evaluates team performance to ensure cardholders/agent banks receive high-level customer experience. Serves as an escalation point for resolving difficult customer issues. Delivers associate feedback and assists with personnel decisions. The Manager is also responsible for interviewing, hiring, training, employee development, goal setting, coaching, performance reviews, compensation recommendations, attendance tracking, and taking disciplinary action when necessary.

The ideal candidate will have strong leadership skills, excellent communication abilities, and a proven track record in call center management. The candidate will aim to enhance customer satisfaction and team productivity while ensuring compliance with organizational standards.

This position is 100% remote and requires the manager to have reliable internet.

DUTIES & RESPONSIBILITIES:
1. Manage a team of Contact Center Leadership and Associates.
2. Oversee the performance and quality of services of the call center and the outsourced call center, ensuring seamless overflow and after-hours call handling that meets organizational standards and enhances customer satisfaction.
3. Formulate targets for individuals and the team.
4. Ensure appropriate phone coverage and service level adherence; includes scheduling and workforce decisions.
5. Assist in the coaching and development of the Contact Center’s leadership team
6. Monitor call volume trends, prepare workload, and forecast.
7. Ensure adherence to policies for attendance, established procedures, etc.
8. Monitor calls to ensure quality objectives are achieved.
9. Measure performance. Devise ways to optimize procedures.
10. Assist in providing coaching and mentoring to Contact Center Associates. Keep staff motivated.
11. Act as an escalation point for customer and agent bank inquiries; supervise resolving sensitive or complex situations.
12. Review Contact Center procedures; implement process improvements; deliver Associate training, and conduct team meetings.
13. Prepare monthly/annual results and performance reports.
14. Responsible for performance appraisals, salary and promotion recommendations, and disciplinary actions; participates in the Associate hiring process.
15. Meet departmental goals and the position expectations established by the bank.
16. Maintain and display a positive attitude.
17. Participate in contact center fraud prevention and awareness.
18. Complete all training coursework assigned.
19. Complete all compliance coursework assigned.
20. Keep management informed on issues and problems.
21. Participate in company-wide projects as needed.
22. Performs other related duties as assigned.

QUALIFICATIONS:

A high school diploma/GED. A bachelor’s degree or equivalent work experience is preferred.
3+ years of prior call center manager experience is preferred.
Strong leadership skills with experience managing cross-functional teams and coordinating with external vendors.
Credit card industry experience preferred.
A strong commitment to customer service excellence with experience enhancing customer satisfaction and addressing service issues.
Proficient in data analysis and reporting; ability to use insights to drive decision-making and improve service quality.
Familiarity with call center technology and software, including QMS systems, workforce management tools, and reporting platforms. Familiarity with NICE inContact preferred
Strong critical thinking skills with a proactive approach to identifying and resolving issues quickly and effectively.
Ability to adapt to changing circumstances and the organization's and its customers' dynamic needs.
Ability to lead and manage teams effectively and motivate and develop strong performers.
Excellent verbal and written communication skills.
Knowledge of credit card and lending regulations including Reg. Z; Reg. B, CARD Act; FCRA, and FDCPA.
Proficient in MS 360 Office (Word, Excel, PowerPoint).

TCM Bank, N.A. embraces the diversity of its applicants and employees and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other characteristic protected by applicable law.

The actual compensation offered to the candidate will be finalized at the offer and may be above or below the posted range due to skill level, experience, industry-specific knowledge, education/certifications, etc. The offer rate represents one component of TCM Bank's total compensation package. Employees will also receive several benefits as listed below. Other compensation for this position may include bonus eligibility in the TCM Annual Bonus Incentive Plan.

Benefits Offered:

Competitive medical, dental and vision benefits
401(k) and Roth 401(k) retirement plans with company match
Flexible spending accounts (medical and dependent care)
Company-paid parental leave
Educational assistance
Company-paid continuing education credits
Paid employee assistance program
12 paid holidays, including discretionary early closures before holidays and company events. (More than your average company!)
Multiple time-off options for vacation, volunteering, or caring for yourself or loved ones.

TCM Bank, N.A. jobs

CONTACT CENTER MANAGER

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