First Interstate BancSystem Client Support Manager in Billings, Montana
\*\*If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.
This position is located at our Great West Center in Billings, MT.
The Client Support Manager is responsible for the day-to-day supervision of the Contact Center agents and day to day operations of the Contact Center. The role is focused on supporting the team to deliver against outlined goals and client satisfaction.
ESSENTIAL DUTIES & RESPONSIBILITIES
Coach and mentor Client Support Specialists in learning and developing the skills required for their role
Responsible for the selection, placement, performance, coaching, development, promotion, and disciplinary actions of Client Support Specialists
Determine and manage scheduling and coverage
Collaborate with Client Support Division Managers on agent goals, reviews, promotions, and disciplinary action
Provide first line support for escalated client calls, chats, emails, etc.
Provide training/collaborate with designated trainers and schedule training for new hires and continuing education of Agents
Perform consistent call listening/direct observation for direct reports
Be the first point of contact for unscheduled hours/days out for direct reports
Schedule side work and determine ample resources to ensure prompt turnaround in client facing tasks
Collaborate with other teams/departments that can assist and benefit from changes to existing policy/procedure
General Understanding of call center technology (ACD, Workforce Management, IVR)
Experience training and mentoring or leading a team
At least 6 months experience coaching phone specialists to enhanced performance
EDUCATION and/or EXPERIENCE
Associate degree (A.A) or equivalent from a two-year college or technical school; or one-year related experience and/or training; or equivalent combination of education and experience.
OTHER SKILLS & REQUIREMENTS
Attention to detail including verbal and written instruction; maintain confidentiality; effective use of tact and diplomacy as it relates to clients and co-workers. Intermediate level skills in computer terminal and personal computer operation; software programs of diverse functionality used by the bank, including but not limited to desktop applications and network administrative programs and resources. Effective organizational and time management skills.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.\*\*If you are a current FIB employee, please apply through the Career Worklet in the Employee Portal.
Our company is an equal opportunity employer. Employment here is based solely upon an individual's merit and qualifications directly related to the position. We do not discriminate on the basis of race, color, religion, national origin, ancestry, pregnancy status, sex, age, marital status, disability, medical condition, or any other characteristics protected by law. We make all reasonable accommodations to meet the obligations set forth under the Americans with Disabilities Act (ADA) and state disability laws.