Call Center Manager - Retail at Sunrise Banks summary: The Call Center Manager oversees the daily operations of a retail bank call center, managing staff hiring, training, and performance to ensure high-quality customer service. They monitor key performance indicators, handle escalated customer issues, and implement strategies to optimize efficiency and satisfaction. The role also involves collaborating with various departments, maintaining protocols, and leading initiatives to support organizational goals.

POSITION SUMMARY The call center manager oversees the daily operations of a call center, ensuring efficient and effective customer service. This includes hiring, training, and motivating call center staff, as well as monitoring performance, handling escalated issues, and optimizing processes for improved efficiency and customer satisfaction. They also play a crucial role in setting goals, tracking key performance indicators (KPIs), and reporting on performance to upper management. ESSENTIAL FUNCTIONS Manages the Retail Bank call center customer service team while continually motivating and guiding team members, especially when handling difficult calls and while maintaining adherence to policies, procedures and regulations. Addresses employee issues and resolving conflicts. Manage schedules and ensuring adequate staffing levels based on call volume projections and forecasts. Works with the Retail Bank leadership team in setting performance goals and monitoring key performance indicators (KPIs) such as call resolution time, customer satisfaction and agent productivity. Develop and implement strategies to improve call center efficiency and customer service and analyze call center statistics and reports to identify improvement. Implement and maintain a quality monitoring program to ensure adherence to protocols, procedures and regulations. Providing coaching and ongoing development of CSRs. Handle escalated customer complaints and resolve complex issues while ensuring that customers receive excellent customer service and that their needs are met. Lead team meetings and provide updates on company initiatives. Review and update department protocols and procedures as needed and maintain a team Wiki or Knowledgebase. Other duties as assigned.

KEY COLLABORATORS This position will work with Retail Bank Operations, Deposit Servicing, Information Services, Compliance, Audit and National Productions department and other as appropriate. SUPERVISORY RESPONSIBILITIES This position supervises the Retail Bank Call Center Customer Service Representative (CSR) staff. Responsible for the hiring, performance management and development of these employees. COMPETENCIES Sunrise Core Values Individual Contributor Competencies Manager Competencies Area Expertise Change Champion Influencing Skills Strategic Thought Conflict Resolution

EDUCATION & EXPERIENCE High school degree or GED required and 4 Year college degree in a business-related field preferred. 5 years‘ customer service or call center operations experience required. Experience in retail banking and the financial industry preferred. Superior skill set in the use of the following software applications: Microsoft Teams, Excel, Word, PowerPoint, Access, and Outlook. Prior experience with Fiserv Premier for account management preferred.

COMPENSATION & BENEFITS Annualized salary range: $70,000 - 110,000 annually, dependent on qualifications. Eligible benefits include: Medical, Dental and Vision insurance, Retirement (401k) savings, Life and AD&D insurance, Short and Long-term disability insurance, Paid Time Off (PTO), Volunteer Time Off, Paid Parental Leave, Pet Insurance, and more. Details at Position Summary reflects management‘s assignment of major responsibilities, which represent the majority of essential functions. It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. They may be subject to change at any time due to reasonable accommodation or other reasons Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Keywords: call center management, customer service, staff training, performance monitoring, retail banking, customer satisfaction, conflict resolution, team leadership, process optimization, KPI tracking