cxLoyalty Account Manager II, Operations Manager -

Company: JPMorgan Chase Bank, N.A.
Location: Tulsa
Posted on: January 26, 2023

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