Dividend - Operations Manager, Call Center

Fifth Third Bancorp
Cincinnati
Workplace: OnsiteFull timeFunction: Business OperationsExperience: 3+ yearsEducation: bachelorsSkills: ["Leadership","Organizational skills","Time management","Communication","Customer service orientation","Relationship building","Team-oriented attitude"]

Manage and coordinate call-center teams providing telephone customer support, including staffing adjustments based on day-to-day demand and promotions. Set call-center operational strategy and customer-service standards, build and maintain customer interaction and voice-response systems, and continuously monitor performance to identify and resolve issues. Own call-center financial objectives, deliver performance reporting, and support risk management while developing and mentoring employees to ensure strong bench strength.

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Fifth Third Bancorp
Fifth Third Bancorp
6 hours ago

Dividend - Operations Manager, Call Center

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Manage and coordinate call-center teams providing telephone customer support, including staffing adjustments based on day-to-day demand and promotions. Set call-center operational strategy and customer-service standards, build and maintain customer interaction and voice-response systems, and continuously monitor performance to identify and resolve issues. Own call-center financial objectives, deliver performance reporting, and support risk management while developing and mentoring employees to ensure strong bench strength.
Location: Cincinnati
Workplace: Onsite
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Determine call center operational strategies by conducting needs assessments, defining user requirements, and establishing customer-service standards.
  • •Develop and execute call center systems, including customer interaction and voice response systems, and plan and control implementations.
  • •Maintain and improve call center operations by monitoring system performance, identifying and resolving problems.
  • •Meet call center financial objectives by estimating requirements, preparing an annual budget, analyzing variances, and initiating corrective actions.
  • •Provide supervisory support through timely feedback, employee development, succession planning, and performance reporting.

Key Requirements

  • •Bachelor's degree in a related field or equivalent work experience.
  • •3+ years’ experience as a call center manager.
  • •Strong staff development skills and leadership ability.
  • •Outstanding organizational and time management skills.
  • •Demonstrated strong customer service orientation and excellent verbal and written communication skills.
Experience:3+ yearsCall center operationsConsumer lending
Education:Bachelor's
Skills:LeadershipOrganizational skillsTime managementCommunicationCustomer service orientationRelationship buildingTeam-oriented attitude
Tech Stack:Microsoft OfficeWordPowerPointExcel

Company Brief

Fifth Third Bancorp
Fifth Third Bancorp is a diversified bank holding company offering consumer, commercial, and wealth management services. Through its banking subsidiaries, it provides deposits, lending, treasury management, payments, and investment solutions across the Midwest and Southeast.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cincinnati, United States
Founded: 1858
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Glassdoor: 3.7
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