Assistant Manager - Call Center. More than your bank. Your banker.

Hours:

Monday - Friday, 40 hours

All new hires must provide proof of COVID-19 vaccination, in full, within the first 45 days of hire as a condition of employment, or submit to weekly testing and masking if unvaccinated. Accommodations are considered on a case-by-case basis through an interactive process and should be requested after receipt of a conditional offer of employment and prior to the start of employment. New hires who are granted an accommodation based on religious or medical reasons will be required to undergo weekly testing to screen for the presence of COVID-19 before being permitted to enter Capital City Bank Offices and/or perform work on behalf of Capital City Bank.

General Summary:

Responsible for managing the daily operations of the Direct Bankers, coaching and motivating them to provide client service with the objective of extending contact to sell new or additional products and/or services and client retention. This associate must also possess strong organizational skills and display positive behaviors to help guide associates in daily client interaction and scheduling activities. The position requires above average knowledge of Call Center metrics and operations as well advanced problem solving and decision-making abilities.

All associates at Capital City Bank have access to confidential client information, and must practice discretion at all times.

Principal Duties and Responsibilities:

• Performs all managerial responsibilities of the Direct Banker’s including interviewing and hiring.
• Coaches and motivates associates daily to effectively service the client and to identify sales opportunities and achieve service level expectations and department goals.
• Use Quality Assurance Assessments to develop an action plan to assist Direct Banker’s in achieving their individual goals.
• Completes quarterly performance appraisals.
• Monitors associate call activity in historical reporting, seeking best solutions with scheduling to provide adequate coverage.
• Analyze Call Center reporting and WFM tool to improve performance.
• Identifies needs through analyzing data and implements new strategies and procedures.
• Familiar with phone and IVR technology, skills-based routing, queues, and soft phone applications
• Assists in Agent Call Manager and IVR troubleshooting support.
• Research unusual client situations and review calls for accuracy communicating errors or achievements as a coaching opportunity.
• Reviews the Document Exception Report and assists the Direct Banker in resolving missing documents.
• Ensures that standard operating procedures are followed.
• Handles unusual or difficult client situations and approval overrides.
• Answers incoming client calls during peak times.

Employer determines the essential functions of the job.

All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, with department managers setting the standard.

Associated Duties:

• Attend necessary sales and product training sessions in order to maintain proficiency
• Provides additional support to manager and department colleagues
• Completes all assigned/required Bank training within established timelines.

Knowledge, Skills and Abilities (KSAs) Required:

The following KSAs are usually acquired through work experience and/or specialized course(s):

• Proven Leadership Abilities
• Ability to communicate effectively and interact positively with all clients as well as fellow associates
• Exercises high level of sound and reasonable judgment
• Ability to apply initiative and work with little supervision
• Ability to prioritize work and delegate when appropriate
• Must be knowledgeable and familiar with PCs
• Use and knowledge of standard office equipment
• Previous banking experience required

Education:

• Minimum, high school diploma or equivalent. Relevant experience may substitute for the education requirement.
• Successful completion of in-house training program or other approved training program.

Working Conditions:

• Regular contact with clients, associates and supervisors in an open cubical environment
• Occasional irate or high stress situations
• Work with various personality styles
• Communication via phone, e-mail and fax
• All calls are recorded; calls will be reviewed for monthly silent or side-by-side peer monitoring
• Multi-task using several computer applications

EOE/Protected Veterans/Disabled/Drug Free

The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict Capital City Bank from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.

EOE/Protected Veterans/Disabled/Drug Free

The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job that is described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT. This job description does not restrict Capital City Bank from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate.

Experience

• Please indicate your work experience.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)