Contact Center Manager

At Community First Bank of Indiana (CFB) we set our intentions to serve and give our best to others each day. Our mission? We partner with you to build a better future. Ready to get started?

As part of our team, you’ll be empowered through the bank’s investment in employee education to continuously grow as a professional. We invite you to join our team of trusted, local bankers that leave our communities saying, “We’ve never been treated like that by a bank.” CFB is proud to have been named a Best Place to Work in Indiana for 8 consecutive years by the Indiana Chamber of Commerce. And, we’re always looking for the best and brightest to join our team.

Benefits:

• Health, Dental, Vision Insurance

• Bank Paid Life Insurance

• Paid Short-Term & Long-Term Disability

• Generous Matching 401(k) Retirement Plan

• 4 weeks of Paid Time Off (immediate accrual)

• Access to Earned Wages

• Wellness Program

• Competitive Salary

• Tuition Reimbursement

• Paid Holidays and 3 Float days

• Maternity/Paternity paid leave

• Annual bonus eligibility

• Community Service Projects

Title: Contact Center Manager 

Objective: As a Contact Center Manager, you will play a crucial role in overseeing the daily operations of our bank’s call center. Your responsibilities will include managing a team of call center representatives, ensuring exceptional customer service, and resolving any issues that arise.

Classification: This position is a Full-Time Exempt position who reports directly to the COO.

Location: Kokomo – Main Branch Downtown

Essential Functions: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Hiring and Onboarding:
  • Recruit, hire, and onboard call center personnel.
  • Ensure new hires receive comprehensive training.
• Team Leadership and Coaching:
  • Lead and coach call center staff through challenging customer service issues.
  • Evaluate staff effectiveness and performance regularly.
  • Conduct annual performance reviews.
• Data Analysis and Reporting:
  • Analyze call center data to identify trends and areas for improvement.
  • Prepare reports for upper management.
  • Propose action plans based on data insights.
• Goal Setting and Action Plans:
  • Develop monthly, quarterly, and annual call center goals.
  • Create action plans to achieve these goals.
  • Monitor progress and adjust strategies as needed.
• Scheduling and Budgeting:
  • Prepare work schedules to ensure sufficient coverage.
  • Create personnel and supply budgets for approval.
• Communication and Presentations:
  • Lead team meetings and provide updates to executives.
  • Deliver presentations on call center performance.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

Education and Experience:

• Bachelor’s degree in a relevant field (preferred).
• Proven experience in contact center and/or bank management or a related role.
• Strong leadership and coaching skills.
• Excellent communication and interpersonal abilities.
• Analytical mindset with the ability to interpret data.
• Familiarity with call center software and technology (preferred).

CFB provides equal employment opportunity to qualified persons regardless of race, color, sex, religion, national origin, age, sexual orientation, gender identity, disability, veteran status, or other categories protected by law.