Call Center Manager

Bank OZK • Ozark, AR • 1d ago

Why Bank OZK

Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We're nationally recognized as an industry leader in financial services. That means we combine exceptional service with innovative technologies to deliver smart solutions to our clients across the country. We're investing in small businesses, fueling economies in local communities and changing skylines in the largest cities across America. Here, we're not simply filling roles. We're fostering even greater careers.

The foundation for a great career starts with an exceptional team and a comprehensive benefits package. We believe in providing our dedicated team members with the best resources to support their physical, mental and financial wellbeing, including generous PTO, 401(k) matching, health, dental, vision (and pet!) insurance as well as special perks and discounts. Learn more about Bank OZK benefits (https://careers.ozk.com/benefits) .

Job Purpose & Scope

Responsible for management of the call center assistant manager(s) and call center support staff. Oversees day-to-day operations within assigned Customer Care Center location(s) and is responsible for monitoring Key Performance Indicators (KPIs), implementing process improvements, and conducting effective resource planning. Ensures the call center maintains adherence to company policies, compliance standards, and customer service best practices. Partners cross-functionally to identify and address operational challenges.

Essential Job Functions

Manages staff to include staffing, assigning and delegating work, training, mentoring, and coaching. Conducts performance reviews and fosters a high-performance culture of accountability, collaboration, and continuous improvement.

Develops objectives for the call centers day-to-day activities.

Collaborates with peers to build effective relationships and ensure all Customer Care Centers are in alignment.

Monitors day-to-day operations of call center staff to ensure calls and resolution of customer issues are handled according to established policies and procedures, and that objectives are met.

Provides ongoing support, coaching, and feedback to agents to improve performance, customer service skills, and adherence to policies and procedures through reoccurring side-by-side call monitoring.

Leads monthly touch base meetings with agents and assistant managers to discuss performance, provide feedback and observations, and explore career interests and development goals.

Tracks agent availability and prepares regular individual reviews to keep agents on track and within compliance of the availability policy.

Creates and nurtures effective work relationships with supervised staff to motivate, coach, and retain staff.

Guides call center assistant manager(s) in effective leadership practices.

Organizes and plans implementation of strategic initiatives provided by senior call center management.

Resolves complex and/or highly sensitive customer complaints and conducts requisite follow up with the appropriate party as appropriate.

Conducts resource planning by monitoring KPIs, staffing levels, and coordinating staff scheduling to meet business needs.

Performs all other duties as assigned.

Knowledge, Skills & Abilities

Comprehensive knowledge of online banking software and Customer Care policies and procedures.

General knowledge of card systems and imaging systems.

Ability to effectively communicate both verbally and in writing with senior leaders, including presenting to groups of various sizes.

Demonstrated ability to deliver clear, constructive feedback and effective coaching to support employee learning and performance.

Ability to utilize discretion and sound judgment in decision making and maintain confidentiality.

Ability to demonstrate excellent customer service, critical thinking, analytical and problem-solving skills.

Ability to work independently without close supervision.

Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.

Ability to demonstrate effective leadership skills and manage the work performance of others.

Ability to develop and motivate staff to achieve team goals.

Ability to develop, interpret and provide staff guidance on bank policies and procedures while maintaining strict confidentiality and bank secrecy.

Ability to work flexible hours, including evenings and weekends, and travel as needed for work.

Skill in using computer and Microsoft Office, including Word, Excel, PowerPoint and Outlook.

Basic Qualifications

High school diploma or equivalent required; Associate degree preferred.

5+ years of work experience in a call center, customer service and/or retail banking environment required.

1+ year of management or supervisory experience required.

Preferred Qualifications:

Associate degree preferred.

2+ years of work experience with core banking software (e.g., Fiserv Premier) and the applicable interfaces to a core banking software platform preferred.

Job Expectations

Operate customary equipment and technology used in a business environment, with or without accommodation.

Note: This description is not an exhaustive list of all job functions, duties, skills, and job standards required. Other job functions, duties, skills, and standards may be added. Management reserves the right to add or change the job requirements at any time.

LI-CM1

EEO Statement

Bank OZK is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by federal, state, and local law. Member FDIC.

Similar Jobs

Customer Service Associate - Temporary

Walgreens • Alma, AR • 2w ago

Management & Administrative

Job Description: Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, friendly, and efficient checkout service. Custome...

2w ago

Go to Apply

SOCIAL SERVICES SPECIALIST

State of Arkansas • Ozark, AR • 3w ago

Management & Administrative

SOCIAL SERVICES SPECIALIST Date: Mar 10, 2026 Req ID: 55914 Location: Ozark, AR, US, 72949 Category: AR DEPT OF HUMAN SERVICES Anticipated Starting Salary: $52,137.07 Position Number: 22100911 County: Franklin Posting En...

3w ago

Go to Apply

ADMINISTRATIVE SPECIALIST

State of Arkansas • Ozark, AR • 3w ago

Management & Administrative

ADMINISTRATIVE SPECIALIST Date: Feb 17, 2026 Req ID: 55487 Location: Ozark, AR, US, 72949 Category: AR DEPT OF HUMAN SERVICES Anticipated Starting Salary: $35,610.02 Position Number: 22111002 County: Franklin Posting End...

3w ago

Go to Apply

Part Sales Manager - Full Time

AutoZone, Inc. • Clarksville, AR • 1m ago

Management & Administrative

Job Description AutoZone's Store Management team drives store performance, fosters a productive team, and ensures exceptional customer service. Managers and MITs play a key leadership role, expected to Live The Pledge an...

1m ago

Go to Apply

HIRING ENTRY LEVEL ASSEMBLERS - APPLY SOON!!!

Aerotek • Mulberry, AR • 8h ago

Manufacturing & Warehouse

Job Title: Assembler Location: Fort Smith, Arkansas Job Overview We are hiring Production Assemblers to support a new product line building fans and fan components for data center servers . No assembly experience is requ...

8h ago

Go to Apply

Post-Closing Loan Review Specialist I

Bank OZK • Ozark, AR • 1d ago

Finance, Accounting & Banking

Why Bank OZK Founded on a legacy of more than 120 years in banking, Bank OZK is much more than just a company. We're nationally recognized as an industry leader in financial services. That means we combine exceptional se...

1d ago

Go to Apply

Post-Closing Loan Review Specialist I

Bank OZK • Ozark, AR • 1d ago

Finance, Accounting & Banking

1d ago

Go to Apply

Loan Operations Specialist I

Bank OZK • Ozark, AR • 3d ago

Finance, Accounting & Banking

3d ago

Go to Apply

RESIDENTIAL CARE SUPERVISOR/EXPERT

State of Arkansas • Booneville, AR • 4d ago

RESIDENTIAL CARE SUPERVISOR/EXPERT Date: Mar 9, 2026 Req ID: 55738 Location: Booneville, AR, US, 72927 Category: AR DEPT OF HUMAN SERVICES Anticipated Starting Salary: $43,088.03 Position Number: 22110621 County: Logan P...

4d ago

Go to Apply

Digital Banking Specialist I

Bank OZK • Ozark, AR • 4d ago

Finance, Accounting & Banking

4d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.