We aspire to move money and information in a way that moves the world.
Manager, Customer Service – Money Market
Location
Arizona + 2 moreAll locations: Arizona, Florida, Maryland
Posted
35 days ago
Salary
$67.5K - $90K / year
Seniority
Senior
Job Description
Job Requirements
- 6+ years of experience in customer service operations leading Level 1 contact center teams in payments or financial services environments or equivalent combination of educational background, related experience and/or military experience.
- Experience managing and developing teams of supervisors and front-line associates.
- Experience delivering against SLAs, quality assurance metrics, and productivity goals using case management and workforce management (WFM) systems.
- Experience conducting quality audits and using data analysis to improve key performance indicators (KPIs) such as Average Handle Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR).
- Experience using Microsoft Excel, PowerPoint, and Word to analyze volumes, forecast staffing, and report operational results.
- Experience leading process improvement initiatives.
- Experience with change management to implement new workflows, technologies, or policies.
- Experience with workforce management or quality platforms (e.g., Verint, NICE) or similar systems.
- Bachelor’s degree or higher in Business, Operations Management, or related field.
Benefits
- Fuel Your Life program to support your physical, financial, social, and emotional well-being.
- Paid holidays and generous time away policies.
- No-cost mental health support through Employee Assistance Programs.
- Living Proof program to recognize your peers’ extra effort with points redeemable for rewards.
- Eight Employee Resource Groups to foster a collaborative culture and expand your network.
- Unparalleled professional growth with training, development, and internal mobility opportunities.
- Medical, dental, vision, life, and disability insurance options available from day one.
- Retirement planning and discounted shares with the Employee Stock Purchase Plan.
- Tuition assistance and reimbursement program.
- Paid parental, caregiver, and military leave.
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