Customer Support Center Manager I at First Mid Bank & Trust

Mattoon, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

12 Oct, 26

Salary

30.65

Posted On

15 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Interpersonal skills, Problem-solving, Leadership, Multitasking, Organization, Sales management, Customer service, Change management, Staff coaching, Performance evaluation, Staff scheduling, Risk management

Industry

Financial Services

Description

At First Mid, base salary is one component of our Total Rewards program. Exact compensation is determined by factors such as (but not limited to) education, skills, internal equity, and experience. This position offers additional compensation in the form of discretionary short-term incentives (i.e. bonus, incentives, and/or commission). Benefits for this role include comprehensive healthcare, well-being benefits, paid family leave as well as generous paid time off. Total Rewards also include banking perks, tuition reimbursement, an Employee Stock Purchase Plan, and a 401K plan with company match. Incentives and benefits are subject to eligibility requirements. At First Mid, we aim to make our customers feel valued, satisfied, and understood. We will achieve this by developing a personalized relationship with our customers and by asking questions to create a customized solution based on their needs and throughout their stages of life. We will create clients for life by adhering to our core values and our service standards. The Customer Support Center Manager oversees the daily operations of the customer support team within our call center hub locations. This role is responsible for ensuring exceptional service delivery and the achievement of performance goals while managing staff and driving continuous improvement to enhance customer satisfaction. Responsibilities include, but are not limited to: * Oversees operational and referral functions at stand-alone call center hub locations. * Responsible for leading the team to ensure an exceptional customer and team member experience through our contact channels (Phone, Chat, Email, etc.). * Monitor reports to analyze and adjust for department excellence performance. * Acts with confidence by leading change along with answering customer questions and owning customer issues. * Maintains a position of trust and responsibility by keeping all customer or team member information confidential. * Communicates and ensures adherence to all bank initiatives, compliance, security and operational policies and procedures as well as financial loss standards. Communicates corporate initiatives and priorities to ensure direct reports have a clear understanding. * Lead daily and weekly, individual, call center plans, that tie into overall departmental goals. Provides daily motivation and coaching of staff to ensure accountability and achievement of assigned referral goals while leading by change management. * Responsible for leading the team to ensure an exceptional customer and team member experience, by answering questions and owning issues as arise. * Oversees the training of the Contact Center team to operate the departments needs. * Responsible for continual training and development of staff, which includes, but is not limited to the following areas: referrals, operational, customer service, product knowledge, risk management, policies and procedures. Maintains thorough product knowledge. * Conduct performance evaluations, providing recommendations and initiating hiring, discipline, and promotion or termination of staff. Identifies and nurtures the development of talent to aide in succession planning. * Assigns and schedules staff to align with the staffing model to ensure optimal coverage, even distribution of workload to maintain service level targets set at all times including peak volumes and unexpected staffing challenges. * Meets with staff regularly (both 1:1 and in group meetings) to organize referral efforts, communicate procedural/product changes, and resolve issues to optimize performance and employee engagement. Establish regular coaching opportunities with each team member to review goals, quality assurance, and highlight further personal development. * Delegates various operations duties to the team while maintaining overall administrative responsibility. * Completes required training associated with job function and performs related duties as assigned. * Performs other related job duties as assigned. Qualifications Education/Experience: * Bachelor’s Degree preferred. * Associates Degree in a related field and minimum 3 years of sales management experience with a proven track record of driving sales, both individually and as a leader of a sales team. * Minimum 5 years of retail sales and customer service experience. Skills: * Excellent interpersonal, problem-solving and leadership skills. * Ability to multitask and stay organized. * Strong grasp on company products and solutions to align with customer service policies and procedures. Total Rewards: * Competitive health, dental & vision coverage with HSA match * 401(k) with employer match + Employee Stock Purchase Plan * Generous PTO, paid holidays & parental leave * Tuition reimbursement & performance-based bonuses * Visit our Total Rewards [https://www.firstmid.com/careers/total-rewards/] page to see our full list of benefits First Mid Bancshares, Inc. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, gender identity, sexual orientation, protected veteran status, or any other applicable federal or state-protected classification. THIS JOB DESCRIPTION DOES NOT CONSTITUTE A CONTRACT FOR EMPLOYMENT LP123

Responsibilities

Oversees daily operations of the customer support team at call center hub locations to ensure exceptional service delivery. Responsible for managing staff performance, driving continuous improvement, and ensuring adherence to bank compliance and operational policies.