Call Center Lead Location Springfield, MO : Come be a part of something greater! Great Southern Bank is committed to fostering an environment where everyone can contribute and succeed at every level. By embracing diversity, we celebrate and value differences in age, outlook, cultural background, lifestyle and physical ability. We offer career opportunities and advancement across a wide range of disciplines. Ranked top ten in Forbes Best Bank four years in a row. Come join our team of customer service experts today! General Description The Call Center Lead is responsible for assisting the Call Center Manager with supervising the daily operations of the Call Center Department, specifically focused on developing and motivating staff.
Essential Duties and Responsibilities 1. Works with the Call Center Manager to monitor system performance, identify and resolve problems and maximize productivity.
2. Works closely with assigned staff, evaluating individual performance, developing skills and improving effectiveness.
3. Maintains a strong working knowledge of all applicable Bank policies, procedures and product lines.
4. Monitors calls for accuracy, completeness, courtesy, professionalism and follow-up.
5. Handles difficult and more complex customer calls and/or complaints.
6. Maintains regular and reliable attendance, punctuality, and personal appearance. Adheres to all company policies and procedures, as well as all applicable banking rules, regulations and laws (including BSA/AML).
7. Performs all other duties as assigned.
Qualifications High school diploma, GED, or equivalent work experience 1 to 2 years related experience and/or training Regular use of desktop/laptop computer and basic operating systems. Basic experience with alphanumeric data entry, presentation/PowerPoint, spreadsheet, and word processing Ability to add, subtract, multiply and divide Physical Requirements Regularly required to sit, use hands to finger, handle, feel, talk, and hear; frequently required to reach with hands and arms; and occasionally required to stand, walk, climb or balance, stoop, kneel, and crawl Frequently required to lift or move up to 25 lbs At Great Southern Bank, we are willing to accommodate for those with reasonable requests. If you need assistance at any point during the application process (completing applications, interview prep, etc...), please contact Human Resources at .
Great Southern Bank is proud to be an Equal Opportunity Employer, treating all candidates and employees equitably without regard to race, color, gender, religion, national origin, ancestry, age, disability, protected veteran status, gender identity, sexual orientation or any other basis prohibited by law.
Monday - Friday 8:00 AM - 7:00 PM; Rotating Weekends Saturday 8:00 AM - 6:00 PM, Sunday 9:00 AM - 4:00 PM
Total Hours: 40
Job Grade: 9
4979
