Contact Center CSR Manager

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee customer service personnel tasked with addressing customer inquiries, conducting investigations, resolving questions, and handling problem resolution.

• Uphold high standards of customer service while maintaining up-to-date knowledge of products and services.

• Create and implement processes and tools aimed at enhancing service levels.

• Ensure the delivery of efficient and professional customer service through both telephone and written communications.

• Mentor contact center staff within the designated site.

• Collaborate with leadership and fellow managers to effectively communicate and realize departmental objectives and vision.

• Guarantee adherence to internal policies and procedures.

• Address internal audits and certifications.

• Engage in the development and refinement of equipment and training procedures and programs.

• Formulate, execute, and uphold departmental operating policies and procedures.

• Establish and supervise tracking and performance monitoring systems.

• Manage operations by organizing and scheduling activities, ensuring proper staffing, and achieving volume and quality benchmarks.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Three to five years of pertinent experience.

• Strong customer service orientation and problem-solving abilities.

• In-depth knowledge of the operational functions, systems, policies, and procedures relevant to the assigned area.

• Basic comprehension and practical application of relevant laws and regulations.

• Effective leadership capabilities.

• Excellent verbal and written communication skills.

• Proficient in computer applications utilized in the respective area.

• Must adhere to U.S. Bank policies and procedures, including the Code of Ethics and Business Conduct, along with relevant workplace conduct and safety policies.

• Availability to work Monday through Friday from 11am to 7pm CST, including rotating weekends (every fourth weekend) and holiday bidding.

🏝️ Benefits

• Healthcare coverage (medical, dental, vision).

• Basic term and optional term life insurance.

• Short-term and long-term disability benefits.

• Pregnancy disability and parental leave.

• 401(k) plan with employer-funded retirement contributions.

• Paid vacation ranging from two to five weeks based on salary grade and tenure.

• Up to 11 paid holidays throughout the year.

• Assistance with adoption expenses.

• Sick and Safe Leave accruals at a rate of one hour for every 30 hours worked, up to 80 hours per calendar year, unless otherwise mandated by law.

• Incentive and recognition programs.

• Equity stock purchase options.

• 401(k) contributions and pension plans.