Experienced Customer Service Support Manager – Multi-Tenant Contact Center Operations

At arenaflex, we're committed to delivering exceptional customer experiences across multiple shared financial institution brands. As an Experienced Customer Service Support Manager, you'll play a pivotal role in overseeing operations for our multi-tenant contact center, ensuring seamless service delivery while balancing the unique needs of our diverse clients. If you're a dynamic leader with expertise in client relationship management, operational efficiency, and team leadership, we want to hear from you.

About arenaflex

arenaflex is a leading provider of innovative solutions for the financial services industry. Our mission is to empower our clients to achieve their goals by delivering exceptional customer experiences, driving operational efficiency, and fostering a culture of innovation and collaboration. With a strong focus on data-driven decision-making, conflict resolution, and customer satisfaction, we're dedicated to building long-term relationships with our clients and their customers.

Key Responsibilities

As an Experienced Customer Service Support Manager, you'll be responsible for the oversight and management of a team of contact center agents supporting multiple shared financial institution brands. Your key responsibilities will include:

• Scheduling, resource allocation, performance monitoring, and coaching to ensure policies and procedures are followed, agents handle calls in accordance with client expectations, and quality assurance metrics are met.
• Managing and leading a team of customer support professionals, setting clear performance expectations and goals for growth. Promoting teamwork, employee respect, empowerment, open communication, and accountability.
• Mitigating fraud by analyzing unusual customer behavior and collaborating with key partners to optimize fraud operation policy and procedures.
• Gaining insights from data by analyzing contact center metrics and KPIs. Leading improvement initiatives to ensure contractual and operational goals are met.
• Making recommendations to management based on findings and assisting to implement them.
• Ensuring adherence to contact center policies, procedures, and regulatory requirements.
• Conducting regular performance evaluations, providing coaching and feedback to direct reports, and identifying training needs to enhance individual and team performance.
• Collaborating with other departments to resolve customer inquiries, and escalating issues to improve the overall experience of our customers.
• Providing expertise and consultation on new client implementation projects, ensuring seamless integration with existing processes and optimizing for operational success.
• Staying updated on industry trends, best practices, and emerging technologies related to contact center.
• Supporting Contact Center by taking inbound calls or providing responses to email and chat notifications during high volume periods. Acting as a point of escalation by contacting customers directly when needed to resolve outstanding customer issues.
• Accomplishing performance objectives by recruiting, selecting, training, coaching, counseling, and disciplining employees; administering scheduling and completing payroll; enforcing policy and procedures.
• Participating in special projects/assignments as needed.
• Regularly reviewing contact center metrics to identify trends.
• Overseeing contact center workflows, identifying workflow issues or implementing best practices to ensure streamlined operations.

Essential Qualifications

To be successful in this role, you'll need:

• Two to three years of prior contact center management experience.
• Prior banking or financial services experience.
• Proven and demonstrable leadership, management, and motivational skills.
• Working knowledge of contact center technology, including ACD, workforce management, and quality management.
• Maintain up-to-date knowledge of and adhere to all state and federal regulations that pertain to this position, including but not limited to Bank Secrecy Act, Consumer Privacy, and Fair Lending.
• Must be experienced and comfortable working in a fast-paced environment and able to deal well with change.
• Strong analytical and organizational skills with an attention to detail and demonstrated ability to multi-task.
• Demonstrated ability in written and verbal communication and presentation skills, capable of explaining complex subjects in manageable pieces to Banking and Non-Banking staff.

Preferred Qualifications

While not required, the following qualifications would be beneficial:

• Experience with CRM software and other customer relationship management tools.
• Knowledge of industry-specific regulations and compliance requirements.
• Proven track record of improving contact center performance and customer satisfaction.
• Experience with data analysis and reporting tools.
• Certification in contact center management or a related field.

What We Offer

As an Experienced Customer Service Support Manager at arenaflex, you'll enjoy a competitive salary, comprehensive benefits package, and opportunities for career growth and development. You'll also have access to cutting-edge technology, training, and resources to help you succeed in your role.

Work Environment and Culture

arenaflex is a dynamic and innovative company that values collaboration, creativity, and customer satisfaction. Our contact center is a fast-paced and exciting environment where you'll have the opportunity to work with a diverse team of professionals who share your passion for delivering exceptional customer experiences.

How to Apply

If you're a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you!

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion.

Contact Us

If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Apply Job! Apply for this job