Call Center Manager - Retail

Overview

Job Category:
Payments & National Products

Requisition Number: CALLC
001874

Location:

Sioux Falls, SD (Hybrid/work from office as applicable)

This position handles inbound and outbound calls and oversees the daily operations of the call center. Responsibilities include hiring, training, and motivating call center staff, monitoring performance, handling escalated issues, and optimizing processes for improved efficiency and customer satisfaction. The role involves setting goals, tracking key performance indicators (KPIs), and reporting on performance to upper management.

At Sunrise Banks we are committed to a culture of trust and transparency that welcomes all.

• Handle inbound and outbound calls from consumer banking and small business clients, ensuring first time call resolution whenever possible.
• Manage the Retail Bank call center customer service team while motivating and guiding team members, handling difficult calls, and maintaining adherence to policies, procedures and regulations. Address employee issues and resolve conflicts.
• Manage schedules and ensure adequate staffing levels based on call volume projections and forecasts.
• Work with the Retail Bank leadership team in setting performance goals and monitoring KPIs such as call resolution time, customer satisfaction, and agent productivity.
• Develop and implement strategies to improve call center efficiency and customer service; analyze call center statistics and reports to identify improvements.
• Implement and maintain a quality monitoring program to ensure adherence to protocols, procedures, and regulations, providing coaching and ongoing development of CSRs.
• Handle escalated customer complaints and resolve complex issues while ensuring customers receive excellent service and their needs are met.
• Lead team meetings and provide updates on company initiatives.
• Review and update department protocols and procedures as needed and maintain a team Wiki or Knowledgebase.
• Other duties as assigned.

This position will work with Retail Bank Operations, Deposit Servicing, Information Services, Compliance, Audit and National Productions department and others as appropriate.

This position supervises the Retail Bank Call Center Customer Service Representative (CSR) staff. Responsible for the hiring, performance management, and development of these employees.

• Sunrise Core Values
• Area Expertise
• Change Champion
• Strategic Thought

• High school degree or GED required and 4 year college degree in a business-related field preferred.
• 5 years’ customer service or call center operations experience required.
• Experience in retail banking and the financial industry preferred.
• Superior skill set in the use of Microsoft Teams, Excel, Word, PowerPoint, Access, and Outlook.
• Prior experience with Fiserv Premier for account management preferred.

Annualized salary range/DOQ: $65,331 - $93,330 - $121,328

Eligible benefits include:
Medical, Dental, Vision insurance, Life, AD&D, Short and Long-term disability insurance, FSA, 401k with match, Paid Time Off (PTO), Volunteer Time Off, Paid Parental Leave, Pet Insurance, and more. Details at

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.