cxLoyalty Account Manager II, Operations Manager -
Company: JPMorgan Chase Bank, N.A.
Location: Tulsa
Posted on: January 26, 2023
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Job Description:
ResponsibilitiesProvide leadership and coaching to a team of
supervisors and 125+ contact center agents.Ensure all performance
metrics are achieved through coaching and developing supervisors,
oversight of the agent performance management; to include things
like adherence to schedules, sales, quality, defect rate, AHT.Plan,
manage and control the day-to day activities of the operational
team to ensure deadlines are met in accordance with internal and
external customer expectations.Responsible for the successful
implementation of operational strategies and evaluates the need for
improvements as it relates to initiatives and lines of technology
supported by the call center operation.Assesses service level,
operational efficiencies and streamlining processes to ensure that
our client's requirements are met in a cost-effective
manner.Formulate and implement new projects, policies, and
procedures for the department to achieve specific operational
goals.Provide client service support to strengthen relationships
with each client by facilitating routine client calls,
participating in client visits, handling escalated calls and
providing resolution(s) and making presentations.Manage and
motivate the call center staff to meet customer service performance
goals.Evaluate and suggest the best methods for reducing cost,
increasing revenue opportunities and improving overall
profitability across the operation.Complete annual performance
reviews for direct reports.Lead regular staff/individual meetings
to review performance to goalRequirementsBachelor's Degree or
equivalent work experience.5+ years of management experience in an
inbound customer service / sales call center
environment.Demonstrated strategic planning, analytical and
problem-solving skills utilizing creativity and innovation.Strong
interpersonal and communication skills; excellent written, verbal
and presentation skills.Project management skills; proven
leadership ability.Ability to manage multiple priorities with tight
deadlines.Experience with Call Center technologies (Avaya and IEX
preferred)Proficient in MS Office products.Flexibility to work
Evenings/WeekendsThis position will be based in our Westerville, OH
or Tulsa, OK office and is a chance to build your career and to
develop your skills as part of a fast-growing global company. We
need brains, commitment, and passion to elevate & emphasize the
customer when it comes to customer interactions.EEO
StatementJPMorgan Chase is an equal opportunity and affirmative
action employer Disability/Veteran.cxLoyalty, a subsidiary of
JPMorgan Chase, is a leading provider of loyalty technology
services with rewards content in relevant categories including
travel, gift cards, merchandise and incentives while using data and
analytics to personalize, optimize and deliver a world-class
customer experience. We have more than 40 years of experience
designing, administering and fulfilling market leading loyalty
programs for our respected clients and their customers. Based in
Stamford, Conn., cxLoyalty has more than 1,700 associates and
provides services to consumers located in 14 countries.
Keywords: JPMorgan Chase Bank, N.A., Tulsa , cxLoyalty Account Manager II, Operations Manager -, Executive , Tulsa, Oklahoma
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