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Kansas Department of Commerce Contact Center Manager in Rose Hill, Kansas

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/11588779

At Emprise Bank, everything we do is focused on empowering people to thrive. We proudly work to provide an extraordinary customer experience to help our customers achieve their goals.

We are currently seeking a Contact Center Manager to join our team in Wichita, KS. This role is responsible for ensuring customer experience, operational effectiveness, and strategic leadership for the contact center.

A successful candidate will have:

+ Exemplary customer service experience

+ Experience with obtaining sales goals and objectives

+ Team management experience

+ Confident and articulate communications skills

+ Initiative and strong work ethic

+ Ability to build and maintain relationships with direct reports, Emprise associates, vendors, and customers

+ An understanding and commitment to our values

+ Attitude and aptitude to engage in continuous development

Essential functions of the role:

+ Manage and coach to provide personal and relevant customer service experiences

+ Measure quality and effectiveness of all customer communication channels and implement strategies to improve customer commitment

+ Provide consistent and timely coaching and encourage self-development and ensure ongoing training, leadership development, and cross training across the contact center teams

+ Manage team performance, hire, build, and develop contact center team, and establish and communicate department goals and objectives

+ Manage sales activities by setting appropriate scorecard goals and measure accountability

+ Lead team to recognize customer behaviors, trends, gaps, and process/product improvements

+ Decision and supervise payment product and card limit exceptions mitigating risk for bank and customers

+ Other duties as assigned within the scope and responsibility of the job


+ High school diploma or GED required

+ Customer service experience required

+ Management experience required

+ Proficiency with large server-based applications and typical desktop software required


In addition to a competitive salary and benefits, Emprise offers professional growth, a rewarding and challenging environment, opportunities to be involved in our communities, and a culture of integrity, passion, and success. We also offer shift differential pay for bilingual candidates!

Emprise Bank employees will tell you:

“I am valued and appreciated.”

"I am trusted with responsibility."

"There is constant recognition for a job well done."

“I work reasonable hours that let me get home to my family every night.”

To learn more, please visit our website at www.emprisebank.com.

Emprise Bank is an EEO/AA/ADA/Veteran Employer/Member FDIC/Drug Free Workplace.