[Remote] Contact Center Manager

Note: The job is a remote job and is open to candidates in USA. U.S. Bank is dedicated to helping customers make informed financial decisions and supporting community growth. The Contact Center Manager will oversee customer service staff, ensure high-quality service, and develop processes to enhance operational efficiency.ResponsibilitiesResponsible for managing customer service staff in receiving customer inquiries, investigating requests, answering questions and resolving problemsMaintains a high level of quality customer serviceMaintains a current knowledge of products and services, develops processes or tools which improve the level of service provided and takes actions that ensure an efficient and professional customer service operation in dealing with both telephone and written communications with customersCoaches all contact center personnel within site location and works with leadership and other managers to provide leadership and direction by communicating and carrying out departmental goals and visionEnsures compliance to applicable internal policies and procedures; responds to internal audits and certificationsParticipates in the development and enhancement of equipment and training procedures and programs which support products and servicesDevelops, implements and maintains new and revised department operating policies and procedures to increase quality of service and productivityImplements and monitors tracking and performance monitoring mechanismsManages the operations activities for the assigned functional area(s)/region(s) by planning and scheduling departmental activities, ensuring assigned operations area is adequately staffed and volume of work produced meets product/service standards and exceeds quality standardsSkillsBachelor's degree, or equivalent work experienceThree to five years of relevant experienceStrong customer service and problem-solving skillsAdvanced knowledge of operational functions, systems, policies and procedures of assigned areaBasic understanding and practical application of applicable laws and regulationsEffective leadership skillsStrong verbal and written communication skillsWorking knowledge of computer applications used in areaBenefitsHealthcare (medical, dental, vision)Basic term and optional term life insuranceShort-term and long-term disabilityPregnancy disability and parental leave401(k) and employer-funded retirement planPaid vacation (from two to five weeks depending on salary grade and tenure)Up to 11 paid holiday opportunitiesAdoption assistanceSick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by lawIncentive and recognition programsEquity stock purchase401(k) contributionPension (all benefits are subject to eligibility requirements)Company OverviewAt U.S. It was founded in 1968, and is headquartered in Minneapolis, Minnesota, USA, with a workforce of 10001+ employees. Its website is http://www.usbank.com.