U.S. Bank Contact Center Operations Manager- Portland, OR in Gresham, Oregon
At U.S. Bank, we're passionate about helping customers and the communities where we live and work. The fifth-largest bank in the United States, we’re one of the country's most respected, innovative and successful financial institutions. U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
Job DescriptionU.S. Bank is currently seeking a Contact Center Operations Manager who will provide comprehensive leadership and support to our 24-Hour Banking Contact Center unit. Additional responsibilities include:
Leadership and Culture Provides strong, dynamic leadership that mentors, develops, and guides front line leaders and employees to effectively deliver customer loyalty and employee engagement;
Fosters an inclusive culture that promotes teamwork, recognizes performance, and appreciates effort;
Promotes a rich coaching and development culture while building employee engagement and accountability;
Leads business performance through organizational development and workforce planning initiatives;
Enables front line leaders to meet and exceed business objectives;
Manages change and drives the business strategy;
Builds a talent pipeline through succession planning, talent assessment, and development;
Maximizes employee performance and advocates for career development;
Collaborates with internal and external partners to analyze operational trends and act to achieve high performance;
Engages in, and supports, business strategy;
Promotes an innovative culture to advance customer loyalty and employee engagement;
Builds relationships and works with line managers to clarify strategy, manage talent, create value-added organizational capabilities, and deliver supporting HR strategies;
Creates, leads and supports processes that enable business outcomes;
Takes balanced risks;
Drives accountability for ethical behavior, inclusion, and fair treatment in support of our culture
Functional Tasks Scheduling departmental activities
Ensures assigned operations area is adequately staffed and volume of work produced meets product/service standards and exceeds quality standards
Reviews and recommends new methods and procedures for operations efficiencies
May make formal presentations to senior management as required
Ensures risk, quality control and customer service goals are met
Basic Qualifications - Bachelor's degree, or equivalent work experience - Eight or more years of operations and/or customer service experience - Five or more years of supervisory/management experience
Preferred Skills/Experience - Demonstrated knowledge of current products and services as well as other products and services offered by U.S. Bank and products and services of vendors and competitors - Excellent telephone and interpersonal skills as well as the ability to handle difficult customer calls - Good problem-solving and negotiation skills - Proficient computer navigation skills using a variety of software packages including Microsoft Office applications - Strong knowledge of all applicable systems and procedures - Well-developed customer relations skills - Demonstrated leadership skills - Effective interpersonal, verbal and written communication skills - Ability to manage multiple tasks/projects and deadlines simultaneously - Thorough knowledge of banking operations and human resources
Additional Job Description Candidate will be required to support 2nd shift employees and work 2nd shift hours at least 50% of the time.
Benefits: Take care of yourself and your family with U.S. Bank employee benefits. We know that healthy employees are happy employees, and we believe that work/life balance should be easy to achieve. That's why we share the cost of benefits and offer a variety of programs, resources and support you need to bring your full self to work and stay present and committed to the people who matter most - your family.
Learn all about U.S. Bank employee benefits, including tuition reimbursement, retirement plans and more, by visiting usbank.com/careers.
EEO is the Law Applicants can learn more about the company’s status as an equal opportunity employer by viewing the federal EEO is the Law poster.
E-Verify U.S. Bank participates in the U.S. Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.S. territories. The E-Verify program is an Internet-based employment eligibility verification system operated by the U.S. Citizenship and Immigration Services. Learn more about the E-Verify program.
U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.