Call Center Sales & Service Manager

Location:Michigan City, IN
Benefits:Full Benefits
Type:Full Time
Department:Call Center
Description:This position will manage, develop, coach, and motivate Call Center staff to achieve goals related to sales, service and productivity. Responsibilities also include finding ways to ensure maximum operational efficiency, through generating sales leads and driving customers to alternative banking systems.
Duties:•Overseeing the daily workflow of Call Center Representatives and Customer Service Representatives to ensure company benchmarks are met or exceeded.

•Manage sales team leads and sales advisors through individual and team training. Priority placed on Sales Training and the development of a sales culture.

•Implement sales and customer retention strategies while ensuring departmental compliance with applicable regulations, policies and guidelines.

•Planning, preparing, and devising work schedules; providing instructions and assigning duties.

•Enhancing departmental relationships to resolve problems and expedite work flow.

•Monitoring Call Center and Customer Service Reps calls and implementing action plans to assure targets are being met.

•Maintaining accurate and timely records of correspondence or discussions with customers.

•Accountable for Loan and Deposit growth and for achieving the overall Net Income goal for the department.
Qualifications:•5+ years of successful management and telephone sales combined experience.

•Superior customer service skills with the ability to quickly diffuse any situation and solve conflicts professionally.

•Demonstrated accuracy, attention to detail, problem solving skills, sound professional judgment, and common sense.

•Extensive customer service knowledge and background with the ability to create and deliver exceptional customer experiences.

•Excellent verbal, written and interpersonal communication skills paired with organizational and time management skills.

•The ability to work well with customers, clients, management and other co-workers.

•Proficient in all MS Office applications and call center computer applications.

•Additional sales experience in Treasury Management products a plus.

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