The Manager/Senior Manager, Customer Service Center, Digital Banking is responsible for the success and development of team members within the Customer Service Center through effective leadership. This position maintains high standards of service and achieves key performance indicators (KPIs) while fostering a positive and supportive work environment.
The Senior Operations Manager is a key leader responsible for driving contact center enablement and performance. You will oversee the workflow design, operational planning, and support functions that empower frontline teams to meet engagement goals, including Training, Quality Assurance (QA), Scheduling Support, production planning, and performance management. Your work ensures agents are prepared, accountable, and operationally equipped to deliver results.
The Associate, Operations will collaboratively and cooperatively work within their team and on cross-functional teams. This requires working with competing priorities and keeping multiple stakeholders apprised of decisions. This Associate, Operations will build relationships with community partners in emergency management. The position reports to TR’s Manager, Operations and is based remotely out of Pennsylvania or Maryland.