Call Center Operations Manager

The Call Center Operations Manager is responsible for overseeing the daily operations and performance of the bank's customer service call center. This leadership role ensures that customer inquiries are handled promptly accurately and in alignment with the bank's commitment to exceptional service and community-focused values. This position requires strong operations leadership, sound judgement, and the ability to maintain service standards while supporting a positive and customer-centric environment. The Call Center Operations Manager contributes to strengthening community relationships and advancing the bank's mission of delivering trusted and personalized financial service that goes beyond the industry standard, staying true to our tradition of exceptional service.

DUTIES AND RESPONSIBILITIES:

Supervising call center staff, monitoring and improving service quality and efficiency, managing workflows and fostering a culture of professionalism and ownership.

Perform call center representative duties during busy times of day or when staff is short or when time permits.

Perform call monitoring to evaluate customer service level performance and training needs within the call center environment.

Collaborate closely with branch teams and internal departments to ensure seamless customer support and resolution of service needs.

Provide leadership and management to assigned staff and to the quality of services provided to customers. Communicate clearly and effectively with staff to provide instruction, guidance and to develop trust and respect. Actively develop direct reports through training, performance coaching and regular observation and feedback.

Oversee and complete all projects as assigned. Provide quality control as needed/requested to ensure services are provided in compliance with established bank policies and procedures, industry standards, and current federal and state standards, guidelines, and regulations.

Provide technical support and assistance by addressing and resolving customer issues and problems. Respond to questions and inquiries quickly and accurately. Resolve more complex or sensitive issues as needed. Provide input on issues affecting the operations department, work units within operations, and/or the bank.

Provide training to new and current staff to ensure the most efficient and courteous service possible. Ensure staff have thorough understanding of all phases of their job including complete training and knowledge of job functions, products, policies, and procedures. Maintain open communication between staff, supervisor, and others.

Effectively and positively lead team through change while demonstrating positive attitude and behaviors. Support department, division, and company initiatives. Identify and effectively resolve problems. Maintain team schedules to always ensure adequate coverage. May conduct or assist with hiring team members within area of responsibility.

Prepare management and other reports as needed/requested and analyze reports to identify and monitor trends. Remain current on new products and services for potential use in bank and to ensure current products are accurate, timely, and responsive to market and needs of bank and customers. Make recommendations for improved services and their delivery.

ESSENTIAL FUNCTIONS:

Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control. Maintain strict confidentiality of customer's personal and financial information.

Develop and improve skills through training programs and regular feedback discussions with supervisors which help further professional development. Participate in all training sessions and complete all assigned OnCourse compliance courses and achieve a passing score by due date.

Adhere to First Security Bank's core values; represent the bank in a professional manner which includes a professional image, confidentiality, positive 'can-do' attitude, good attendance, punctuality, flexibility, and adaptability in meeting internal and external customer needs.

Display excellent customer service with both internal and external clients. Embody First Security Bank's "Welcome" tenets:

• Warm - Demonstrate warmth; be genuine and approachable
• Engage - Engage with teammates and customers; be present in every interaction
• Listen - Actively listen to employees and clients
• Connect - Build relationships, connect with the community and teams
• Opportunity - Seek out opportunities to serve others
• Modify - Modify your approach to meet employees and clients where they are; style-flex and adapt as appropriate
• Experience - Create a true experience for the client by providing exceptional customer service on their financial journey

Must be capable of regular, reliable, and timely attendance to accomplish essential job functions including in-person contact with internal and external customers.

Position performs other duties as needed/assigned.

QUALIFICATIONS:

Three to Five years of similar or related experience including management and/or supervisor experience.

Bachelor's degree or equivalent combination of education and experience.

KNOWLEDGE, SKILL, ABILITY:

Working knowledge of standard office equipment. Skills in areas related to computer operation/use including working knowledge of Microsoft applications and ability to learn new systems/applications.

Communicate Effectively: both verbally and in writing with others in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques. Demonstrate soft phone skills by treating all internal and external customers in a polite and courteous manner.

Customer Service: We are community inspired and pride ourselves on offering exceptional service to both our internal and external customers. We expect you, as an employee, to support our values and visions of Integrity, Service and Success.

Teamwork: Demonstrate ability to work independently and as part of a team. Work cooperatively and effectively with others to set and achieve goals, help others, resolve problems, and make decisions that enhance organizational effectiveness.

Professionalism: Exhibit a professional manner in dealing with others; work to develop and maintain cooperative and positive working relationships; represent the bank in a positive manner; maintain credibility with others.

Ethical Behavior: Model high standard of honesty, integrity, trust, and openness. Understand and follow through with appropriate standards of conduct and moral judgment; willing to act outside the norm when needed to adhere to ethical principles. Communicate and demonstrate actions in a consistent manner. Respect others, regardless of individual capabilities, agendas, opinions or needs.

Confidentiality: Maintain strict confidentiality regarding any information obtained during performing job duties; adhere to Bank policies and procedures regarding confidentiality.

Quality Management: Adhere to guidelines, protocol, policies, and procedures and supervisory directives; improve and promote work quality; demonstrate accuracy, thoroughness, and attention to detail; strive to achieve good results.

Adaptability: Adapt positively to change; manage competing demands and effectively handle changes, delays and/or unexpected events with a positive attitude.

Planning and Organization: Prioritize, organize, and plan work; use time efficiently; and achieve results within time frames. Complete work in a timely, accurate manner and be conscientious about assignments and deadlines.

Judgment/Problem Solving: Display ability and willingness to make sound decisions; identify and resolve problems in a timely and positive manner; exhibit sound judgment; appropriately handles both routine and non-routine situations.

Individual Responsibility and Accountability: Accepts responsibility for own work performance; accepts responsibility for own actions and outcomes and does not blame others. Demonstrate willingness to take initiative in performing job duties, resolving issues, and making suggestions for improvement. Conduct follow-through and meet commitments and agreements in a timely manner; relied upon by others as a source of valid information.

Initiative: Identify and seize opportunities. Display an independent, energetic enthusiasm and readiness to undertake or experiment to improve the organization.

Results Oriented: Focus efforts and energy on successfully attaining clear, concrete, accurate, timely, and measurable outcomes of importance to the organization. Persistent even when challenged by obstacles or opposition. Achieve goals and bring projects to completion. Investigate, calculate, and proceed through a project or task to bring about a conclusion. Persistent and focused when faced with a series of challenging or uncertain situations. Demonstrate a concern for working well or competing against a standard of excellence.

WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms. The employee may also be required to:climb, balance, stoop, kneel, crouch, crawl, push, and pull.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.

Specific lifting abilities required by this job include: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance. Coverage is available to employees and their eligible dependents in accordance with our written plan documents. You may also be eligible for a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a retirement savings plan, including 401(k) and Profit-Sharing plans, short and long-term disability benefits, education and training benefits, and discounts on banking products and services. We also offer a generous Paid Time Off (PTO) plan and paid holidays. PTO accruals begin at .0745 per hour worked for our part time employees up to a maximum accrual of 240 hours per year for certain Full-Time employees. PTO accruals are dependent on position, status (Full time or Part time), and years of experience in accordance with our PTO policy. Most Full-Time employees are also offered 6 paid holidays and Part Time employees are offered pro-rated paid holidays. In addition, employees in Utah and Nevada may be eligible for pay for certain state recognized holidays. Visit our website for more details. Check it out!

We are an Equal Opportunity Employer and qualified applicants, or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state, or local laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

No Recruiters or unsolicited agency referrals please.