Call Center Manager

Job overview

The Call Center Manager role is listed in Little Rock, AR; compensation is not specified. The manager oversees Bank OZK Customer Care Center operations and staff. The role manages daily service performance, staffing, coaching, and process improvement while ensuring adherence to bank policies and customer service standards. Effective resource planning and issue resolution help the centers meet operational objectives and serve customers.

What you'll do

• Manage call center assistant managers and support staff, including staffing, work assignments, training, mentoring, coaching, and performance reviews.
• Monitor operations and KPIs, coach agents through call monitoring, plan staffing and schedules, implement strategic initiatives, resolve sensitive customer complaints, and maintain alignment with policies and compliance standards.

What we're looking for

Skills & competencies

call center manager

little rock ar

bank ozk

customer care

call center operations

staff coaching

kpi monitoring

resource planning

online banking

customer complaints

evenings and weekends

banking

Work arrangement

• Weekend coverage required

Benefits & perks

• Generous paid time off, 401(k) matching, health, dental, vision and pet insurance, plus special perks and discounts.

Why this role

Requires a high school diploma or equivalent, 5+ years of call center, customer service, or retail banking experience, and 1+ year of management or supervisory experience. Flexible hours, including evenings and weekends, and travel as needed are stated.

About the employer

Bank OZK is hiring for this role. Industry: Commercial Banking. Sector: 52.