Contact Center CSR Manager

U.S. Bancorp
Arizona, Ohio, Wisconsin, Missouri, Georgia, North Carolina, Minnesota
Workplace: RemoteFull timeUSD 66,640 - 78,400 annuallyFunction: Customer Support (Service Desk)Experience: 3-5 yearsEducation: bachelorsSkills: ["Leadership","Problem-solving","Communication","Coaching"]

Manage contact center customer service teams handling inquiries across phone and written channels. Lead day-to-day operations for assigned regions, ensuring quality service, compliance with internal policies, and effective performance tracking. Coach CSR staff, communicate departmental goals, and develop/improve operating procedures, training, and tools. Ensure staffing levels and service standards are met while responding to internal audits, certifications, and customer and operational problem resolution.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
U.S. Bancorp
U.S. Bancorp
3 days ago

Contact Center CSR Manager

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 day agoStatus: Live

Job Summary

Manage contact center customer service teams handling inquiries across phone and written channels. Lead day-to-day operations for assigned regions, ensuring quality service, compliance with internal policies, and effective performance tracking. Coach CSR staff, communicate departmental goals, and develop/improve operating procedures, training, and tools. Ensure staffing levels and service standards are met while responding to internal audits, certifications, and customer and operational problem resolution.
Location: Arizona, Ohio, Wisconsin, Missouri, Georgia, North Carolina, Minnesota
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Manage customer service staff receiving inquiries, investigating requests, answering questions, and resolving problems.
  • •Maintain quality customer service and operational efficiency for telephone and written customer communications.
  • •Coach contact center personnel and work with leadership and other managers to provide direction aligned to departmental goals.
  • •Ensure compliance with internal policies and procedures, including responding to internal audits and certifications.
  • •Develop, implement, and maintain operating policies and performance tracking mechanisms; plan and schedule activities to meet standards and exceed quality goals.

Pay and Benefits

Salary: USD 66,640 - 78,400 annually
Perks:Health InsuranceDentalVision401kPaid Leave

Key Requirements

  • •Bachelor's degree, or equivalent work experience.
  • •Three to five years of relevant experience.
  • •Strong customer service and problem-solving skills.
  • •Advanced knowledge of operational functions, systems, policies, and procedures for the assigned area.
  • •Effective leadership with strong verbal and written communication skills.
Experience:3-5 years
Education:Bachelor's
Skills:LeadershipProblem-solvingCommunicationCoaching

Company Brief

U.S. Bancorp
U.S. Bancorp is the parent company of U.S. Bank, providing consumer, business, and institutional banking services including lending, payments, treasury management, wealth management, and merchant solutions across the United States.
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: Minneapolis, United States
Founded: 1863
Glassdoor
Glassdoor: 3.8
WebsiteLinkedInGlassdoor