Contact Center Director - Sales Operations at Overland Park

Job Description

Our Cardmember Service division is responsible for providing best in class service to our credit card customers. Our Service Advisors provide service to customers by resolving customer inquiries, providing customers with account information, resolving or referring billing disputes, reversing fee and finance charges as appropriate, account maintenance, accepting card and check orders, acting on lost and stolen cards or checks, researching customer problems that couldnt be resolved during initial contact, assessing customer needs for other products and services and cross-selling other bank products.

OurContact Center Director - Sales Operations is responsible for leadership accountabilities within our Cardmember Service department, which has multiple shifts and includes managing multiple product lines. This position is highly interactive, allowing the incumbent direct involvement with multiple levels throughout the organization including interacting and serving as a strategic partner with the divisions in the Overland Park Service Center and throughout Retail Payment Solutions. This role will serve as the senior leader and ambassador for Cardmember Service at community events. A Contact Center Director - Sales Operations encounters a unique combination of management, entrepreneurial work, and the human side of business and is responsible for the direct management of the day-to-day activities within our Overland Park Cardmember Service division to ensure customer satisfaction, improved call efficiency, and improved employee moral. TheContact Center Director - Sales Operations will implement processes to increase quality through a positive leadership approach which is consistent with our other locations.

This position is responsible for applying production dynamics to manage workflow processes and identifying and pursuing opportunities to maximize productivity while managing service levels and unit costs; envisioning and articulating opportunities for change; developing and executing strategies to effectively develop, improve, and deliver products and services to meet our customer and business needs; assisting with establishing standards for productivity and unit costs and assisting with special reporting requirements.

Managerial responsibilities entail managing a team of 4-5 Department Managers and approximately 200 -300 indirect reports. Supervisory functions include evaluating employee performance and making salary recommendations, performing all aspects of the staffing process including interviewing, and hiring staff to ensure appropriate hiring practices and maintain staffing levels, staff training, and providing work direction.

Accountabilities include:

Drive Performance: develop and maintain a service culture to drive customer satisfaction, revenue generation, and loss prevention management and efficiency targets. Set clear expectations and hold self and others accountable for delivering high-quality results on time and on budget. Develop and implement best practices in performance management. Partner with other senior leaders across the organization to build strong working relationships, improve processes, and reduce risk.

Develop Others: foster, encourage, and support the long-term learning of others. Leverage talent management programs to develop leadership bench strength and effectiveness. Provide direction and coaching to leaders designed to strengthen performance management and professional development.

Think and Act Like a Business Owner: make decisions that balance employee engagement, shareholder value, and customer satisfaction. Take responsibility for modeling the vision, mission, and values of U.S. Bank.

Talent Management and Employee Engagement: create a high performing, customer-focused organization. Effectively select, develop, and manage talent to improve bench strength and employee retention. Create a committed and engaged workforce by through effective communication and recognition.

Project Leadership: acts as the business owner for operational and strategic initiatives.

Your Career is Here.

Job Requirements

Basic Qualifications
- Bachelors degree in a business related field, or equivalent work experience
-5-8 or more years of supervisory/management experience, preferably in an operations or in-bound contact center environment.

Preferred Skills/Experience

- Proven organizational, leadership and team building skills, strong analytical and problem solving skills
- PC proficiency utilizing a variety of software packages.
- Excellent oral and written communication and interpersonal communication skills are essential.
- The ability to work well with a variety of personalities.
- Must be willing and flexible to work a varied schedule, as the business needs demand.
- Occasional business travel will be required.


Country: USA, State: Kansas, City: Overland Park, Company: US Bank.