Operations Call Center Site Manager
Operations Call Center Site Manager
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Salary Not Disclosed
1 Vacancy
Job Description
Are you interested in managing a call center that is transitioning to a virtual environment We are seeking a dedicated Operations Manager to lead and manage a dynamic highly motivated team at our Springfield MO site. Initially this role will be onsite with plans to transition to a fully virtual call center in 2026.
As an Operations Site Manager in the Consumer and Community Banking Operations Call Center team you will demonstrate a strong understanding of client success management balancing your focus on driving business results while offering options and finding solutions to motivate and support your team and help our customers.
Job responsibilities:
- Demonstrateorganizational skills and understanding of the challenges of working in both onsite and virtual environments overseeing a team that will transition to 100 homebased employees by 2026.
- Manage develop coach and motivate frontline managers.
- Driveas a leader with demonstrated ability to proactively drive manage and enhance an operations team.
- Ensurethat a high professional standard is achieved and monthly targets and Key Performance Indicators (KPIs) targets are met by all scorecardbased employees.
- Ensuretargets are delivered through people management performance review reward and individual recognition.
- Determineindividual coaching strategies and training needs by listening to client success calls daily and developing a strategy that fits the individual client success employee but remains consistent with our standard processes and procedures.
- Prepare update and deliver ongoing training modules to further client success employees education and correct mistakes.
- Overseescheduled performance reviews for client success employees to assure they have a strong understanding of their strengths and areas of improvement.
- Identifyways to support inclusion and diversity and deliver exceptional business results.
- Partnereffectively with various business stakeholders and support partners (i.e. HR Workforce Management Performance Excellence Service Strategy).
- Leadthe team through adoption of new tools and technology with emphasis on change management skills.
Required Qualifications Capabilities and Skills:
- High School diploma/GED required.
- 10 years of leadership experience in at least one of the following fields: branch banking home lending community development service operations or small business.
- 5 years of call center experience.
- Home location must reside within the Springfield MO area where your staff will be located.
- 5 years of customer interaction or customer support experience either by phone or facetoface.
- Able to be onsite at a JP Morgan Chase work location then transition in the future to have a safe and noisefree work environment in your residence.
- Must be willing to work in an environment that requires 100 phonebased customer interaction.
- Proficiency with basic computer functions including mouse and keyboard usage launching applications conducting searches on the Internet and maneuvering in a Windowsbased environment.
- Ability to travel up to 25 of the time.
Preferred Qualifications Capabilities and Skills:
- Bachelors Degree Preferred.
This role does not offer visa sponsorship.
This position will begin as an onsite/hybrid role at our Springfield MO location with plans to transition to a fully virtual call center in 2026. Candidates should be prepared for this transition and have the flexibility to adapt to a virtual work environment.
Required Experience:
Manager
Employment Type
Full-Time
