Command Center Department Manager at Fargo

Job Description

The Command Center Manager will manage and monitor real time inbound call traffic. Coordinate call volumes to ensure Cardmember Service and Fraud Operations needs are met. Analyze contact center trends including call volumes, call patterns, staff productivity, attrition rates, and resource allocation. Utilize analysis results to forecast call arrival and build staffing and scheduling plans to meet business unit goals and objectives. Identify and recommend operational improvements. Perform regular service level reviews. Troubleshoot issues or problems arising real time. Escalate and monitor issues. Partner with system engineers to provide operational and business performance data to drive effective analysis and reporting. Communicate the daily, weekly, monthly strategies to achieve key performance indicators to the leadership team. Coordinate with other sites and/or departments to address issues or call redirection. Supervisory functions include evaluating employee performance and making salary recommendations, recruiting, interviewing, and hiring department staff to ensure appropriate hiring practices and maintain staffing levels, staff training, and providing work direction.

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Job Requirements

Basic Qualifications
- Requires a college degree in a business related field or equivalent work related
experience.
- Five to eight years of operations experience in the financial services industry
- Three or more years of supervisory/management experience

Preferred Skills/Experience
- Advanced knowledge of operation functions, systems, policies and procedures
for the assigned area
- Broad understanding and practical application of applicable laws and regulations
- Strong organizational, managerial and project management skills
- Well-developed customer relations skills
- Excellent interpersonal, verbal and written communication skills
- Ability to manage multiple tasks/projects and deadlines simultaneously
- Thorough knowledge of banking operations and human resources
- Analytical, planning, and problem-solving skills
- Proven leadership and team building skills along with strong organizational and
problem solving skills


Country: USA, State: North Dakota, City: Fargo, Company: US Bank.