Sunrise Banks · 5 days ago
Call Center Manager - Retail
Sioux Falls, South Dakota, United States
Full-time
Onsite
Mid, Senior Level
$65K/yr - $121K/yr
5+ years expSunrise Banks is committed to a culture of trust and transparency, and they are seeking a Call Center Manager to oversee daily operations of their call center in Sioux Falls, SD. The role involves managing staff, ensuring efficient customer service, and implementing strategies for performance improvement.
BankingFinancial Services
Responsibilities
Handle inbound and outbound calls from consumer banking and small business clients, ensuring first time call resolution whenever possible
Manages the Retail Bank call center customer service team while continually motivating and guiding team members, especially when handling difficult calls and while maintaining adherence to policies, procedures and regulations. Addresses employee issues and resolves conflicts
Manage schedules and ensure adequate staffing levels based on call volume projections and forecasts
Works with the Retail Bank leadership team in setting performance goals and monitoring key performance indicators (KPIs) such as call resolution time, customer satisfaction, and agent productivity
Develop and implement strategies to improve call center efficiency and customer service and analyze call center statistics and reports to identify improvement
Implement and maintain a quality monitoring program to ensure adherence to protocols, procedures, and regulations. Providing coaching and ongoing development of CSRs
Handle escalated customer complaints and resolve complex issues while ensuring that customers receive excellent customer service and that their needs are met
Lead team meetings and provide updates on company initiatives
Review and update department protocols and procedures as needed and maintain a team Wiki or Knowledgebase
Other duties as assigned
Qualification
Required
High school degree or GED required
5 years' customer service or call center operations experience required
Superior skill set in the use of the following software applications: Microsoft Teams, Excel, Word, PowerPoint, Access, and Outlook
Preferred
4 Year college degree in a business-related field preferred
Experience in retail banking and the financial industry preferred
Prior experience with Fiserv Premier for account management preferred
Benefits
Medical
Dental
Vision insurance
Life
AD&D
Short and Long-term disability insurance
FSA
401k w/match
Paid Time Off (PTO)
Volunteer Time Off
Paid Parental Leave
Pet Insurance
And more.
Company
Sunrise Banks
Sunrise Banks is a bank offering banking and small business financing services.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
David Reiling
Chairman & CEO
Rick Beeson
President/CEO (1993 to 2012) & Corporate Dev't & Gov't Relations (present)
Recent News
2025-11-04
2025-11-02
Company data provided by crunchbase