Client Support Manager - Billings, MT

  • First Interstate Bank
  • Nov 10, 2021
Full time Banking Customer Service

Job Description

This position is located at our Great West Center in Billings, MT.

 

SUMMARY

The Client Support Manager is responsible for the day-to-day supervision of the Contact Center agents and day to day operations of the Contact Center.  The role is focused on supporting the team to deliver against outlined goals and client satisfaction.

 

ESSENTIAL DUTIES & RESPONSIBILITIES

  • Coach and mentor Client Support Specialists in learning and developing the skills required for their role

  • Responsible for the selection, placement, performance, coaching, development, promotion, and disciplinary actions of Client Support Specialists

  • Determine and manage scheduling and coverage

  • Collaborate with Client Support Division Managers on agent goals, reviews, promotions, and disciplinary action

  • Provide first line support for escalated client calls, chats, emails, etc.

  • Provide training/collaborate with designated trainers and schedule training for new hires and continuing education of Agents

  • Perform consistent call listening/direct observation for direct reports

  • Be the first point of contact for unscheduled hours/days out for direct reports

  • Schedule side work and determine ample resources to ensure prompt turnaround in client facing tasks

  • Collaborate with other teams/departments that can assist and benefit from changes to existing policy/procedure

 

QUALIFICATIONS 

  • General Understanding of call center technology (ACD, Workforce Management, IVR)

  • Experience training and mentoring or leading a team

  • At least 6 months experience coaching phone specialists to enhanced performance

 

EDUCATION and/or EXPERIENCE

Associate degree (A.A) or equivalent from a two-year college or technical school; or one-year related experience and/or training; or equivalent combination of education and experience.

 

OTHER SKILLS & REQUIREMENTS

Attention to detail including verbal and written instruction; maintain confidentiality; effective use of tact and diplomacy as it relates to clients and co-workers.  Intermediate level skills in computer terminal and personal computer operation; software programs of diverse functionality used by the bank, including but not limited to desktop applications and network administrative programs and resources.  Effective organizational and time management skills. 

 

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.

 

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

The noise level in the work environment is usually moderate.