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BMO Financial Group Senior Manager, North American Customer Contact Center in Naperville, Illinois

Description:

Our mission is to deliver a consistently effortless experience to our customers, and we are seeking a dedicated candidate who is ready to make a difference.

This key leadership role is accountable to manage and oversee all activities of the front line agent groups in our Naperville location.

The Senior Manager S&S is accountable to ensure front line agent teams deliver customer sales and service effectively and efficiently.

This role continuously assesses and improves their direct reports to deliver on and enhance the desired customer experience. Further, this role is accountable for ensuring effective and efficient responses to inbound/ outbound inquiries in order to achieve Customer Contact Centre goals and objectives.

The ideal candidate will continuously assess and improve work and operational processes, including, but not limited to, the front-line team, in order to maximize the effectiveness and efficiency of the department.

The role works closely with business partners beyond the Contact Centre in effort to define and deliver consistent, exceptional customer experience.

The role oversees professional and timely escalation management of customer situations, and effectively executes managerial accountabilities and authorities.

This role is one which is collaborative, working closely with other Sr. Leaders to drive the business agenda and for continuous improvements, increased employee engagement levels and support the associates.

So if you are an outgoing, passionate leader who consistently exceeds goals and is adept at working in a fast-paced, ever-changing environment, we look forward to meeting you!

Qualifications:

Knowledge:

  • University degree preferred

  • 3-5 years of call centre or branch Management experience preferable

  • Business Acumen (in-depth)

  • Environmental Understanding (in-depth) – including: expert knowledge of competitive marketplace banking products

  • Knowledge of a variety of systems, host systems and applications

Skills:

  • Customer Service skills (in-depth)

  • Communication skills (in-depth)

  • Analytical skills (in-depth)

  • In Depth Time management skills

  • Organizational skills (in-depth)

  • Managerial leadership (in-depth)

  • Coaching skills (in-depth)

We’re here to help

At BMO Harris Bank we have a shared purpose; we put the customer at the center of everything we do – helping people is in our DNA. For 200 years we have thought about the future—the future of our customers, our communities and our people. We help our customers and our communities by working together, innovating and pushing boundaries to bring them our very best every day. Together we’re changing the way people think about a bank.

As a member of the BMO Harris Bank team you are valued, respected and heard, and you have more ways to grow and make an impact. We strive to help you make an impact from day one – for yourself and our customers. We’ll support you with the tools and resources you need to reach new milestones, as you help our customers reach theirs. From in-depth training and coaching, to manager support and network-building opportunities, we’ll help you gain valuable experience, and broaden your skillset.

Job Field:

Customer Contact Centre

Job Schedule:

full-time

Primary Location:

United States-Illinois-Naperville

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