Call Center Manager

• Location: Onsite in Hartford, CT
• Hours: 8 hour shifts varying between 8AM EST - 6PM EST Monday through Friday
• Base Salary Range - $55k - $65k annual depending upon experience
• Annual bonus: up to 8% of base pay paid out on a quarterly basis
• Annual PTO: 15 vacation days, 10 sick days, 2 floating holidays and 8 company holidays, volunteer time-off
• Other PTO: Jury duty, bereavement leave, military leave etc. as applicable per State regulations.
• Benefits: Elected benefits such Medical (along with subsidized gym memberships), dental, vision insurance, Legal, identify theft, critical illness, pet insurance offered at competitive premiums. Basic life Insurance, Short Term and Long term disability and employee assistance program including mental health support, online yoga access at NO COST to the employee.
• 401k match: up to 3% annually.
• For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits

We are seeking a dedicated and experienced Customer Service Inbound Call Center Managers to lead our team of customer service representatives in the Transfer Agency department.

In this role, you will be responsible for overseeing a team of up to 18 call center representatives, ensuring high-quality service delivery and compliance with industry standards.

This position requires strong leadership skills, a deep understanding of Call Center management and a commitment to fostering a positive work environment.

***Experience mentoring and managing financial services inbound call center teams is a plus***

Responsibilities

• Team Leadership: Supervise, mentor, and motivate a team of Transfer Agents customer service representatives, providing guidance and support to enhance their performance and development.
• Operational Oversight: Monitor inbound call operations, ensuring compliance with departmental policies and procedures, and maintaining high standards of customer service.
• Performance Management: Conduct regular performance evaluations, provide constructive feedback, and implement training programs to improve team capabilities and service delivery.
• Quality Assurance: Develop and implement quality assurance processes to assess call quality, ensuring that representatives adhere to best practices and provide accurate information to clients.
• Customer Experience: Act as an escalation point for complex customer inquiries, resolving issues promptly and ensuring client satisfaction.
• Reporting and Analysis: Generate reports on team performance metrics, customer feedback, and operational efficiency, utilizing data to identify areas for improvement.
• Collaboration: Work closely with cross-functional teams, including training, compliance, and product management, to enhance service offerings and address client needs.
• Continuous Improvement: Identify and recommend process improvements to enhance operational efficiency and client satisfaction within the Transfer Agent department.

Qualifications

To be successful in this role, we’re seeking the following:

• Minimum of 3 years of experience working in a call center customer service department, with at least 1 year in a supervisory role – preferably as part of a Financial Services and/or Banking company
• Strong understanding of banking operations, particularly in transfer-related services.
• Excellent communication and interpersonal skills, with the ability to foster a positive team environment.
• Proficient in call center technologies and software; experience with CRM systems is a plus.
• Strong analytical and problem-solving skills, with a focus on data-driven decision-making.
• Ability to work independently and manage multiple priorities in a fast-paced environment.