About Working at Commerce
Building a career here is more than just steps on a ladder. It’s about helping people find financial safety and success, helping businesses thrive, and making sure people and their money are taken care of. And our commitment doesn’t stop there. Our culture is about our people, the ones in our communities and the ones that work with us.
Here, you’ll find opportunities to grow and learn, to connect with others, and build relationships with the people around you. You’ll have the space and resources to grow into the best version of yourself. Because our number one investment is you.
Creating an award-winning culture doesn't come easy. And after more than 155 years, we know Commerce Bank is only at its best when our people are. If this sounds interesting to you, keep reading and let’s talk.
Compensation Range
Annual Salary: $68,500.00 - $90,000.00 (Amount based on relevant experience, skills, and competencies.)
About This Job
The main purpose of this job is to manage call, email and chat traffic, employee time off and event scheduling, forecasting call volumes, skill distribution, performance management and setting KPI metrics. Manage the Quality Assurance Analysts to ensure all compliance with company quality standards on all contact channels while monitoring key performance metrics to improve call quality. Manage processes for call review, coaching, quality observations, support Helpdesk calls and other various calls as needed. Support the Operations manager in various tasks within the Care Center as needed.
Essential Functions
Perform all necessary management functions, including hiring, evaluations, annual increase allocations and disciplinary action as required
Communicate decisions, priorities, and relevant information to team members effectively
Support budget management, planning and expenditure
Escalate contact center interruption to appropriate work groups and management in a timely manner
Help drive continuous improvement to increase productivity, accuracy, and improve staffing levels
Develop policies that impact workforce positively and work with operational staff to ensure communication of these policies and procedures are adhered to.
Schedule all compliance training, new hire, and continuous learning.
Ensure customer interactions meet compliance standards and quality metrics through quality evaluations and post call survey results
Oversee contact center helpdesk and customer support functions
Lead, mentor and motivate team members to implement the department strategy and manage department workflow with guidance on departmental projects/issues, and provide coaching and development opportunities appropriate to each direct report's individual needs
Perform other duties as assigned
Knowledge, Skills & Abilities Required
Strong knowledge of the Workforce Management field, including knowledge of best practices
Strong critical thinking skills with the ability to apply discretion and sound judgement to solve problems efficiently and effectively
Ability to drive results and balance management of organizational risk and meeting goals of the business
Strong leadership skills with ability to motivate team members and foster a positive team environment that gives way to collaboration and unified goals
Outstanding interpersonal and relationship building skills with the ability to effectively communicate with all levels of the company, clearly expressing ideas and concepts both verbally and in writing
Ability to remain adaptable and resilient to all situations with an optimistic outlook and cast a positive shadow that is aligned with our culture and Core Values
Intermediate level proficiency with Workforce Forecasting, Scheduling and Quality Management applications
Intermediate/Advance level proficiency with Microsoft Word, Excel, Teams, and Outlook
Education & Experience
Bachelor’s degree or equivalent combination of education and experience required
6+ years Contact Center and workforce management experience required
3+ years leadership/supervisory experience required
***For individuals applying, assigned and/or hired to work in areas with pay transparency requirements, Commerce is required by law to include a reasonable estimate of the compensation range for some roles. This compensation range is for the Manager, Customer Care Workforce & Quality Assurance job and contemplates a wide range of factors that are considered in determining most appropriate job level and making compensation decisions, including but not limited to location, skill sets, education, relevant experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for any applicable differentials (geographic, bilingual, or shift) that could be associated with the position or where it is filled. At Commerce, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each situation. A reasonable estimate of the current base pay is $68,500to $90,000 annually. This position will be eligible for additional compensation through performance-based incentive plan(s) that will correspond to meeting performance goals. The candidate selected for this position may be eligible for the following employment benefits: employer sponsored health, dental, and vision insurance, 401(k), life insurance, paid vacation, and paid personal time. In addition, we offer career development, education assistance, and voluntary supplemental benefits. Click here to learn more.
Location: 1045 Executive Pkwy, St. Louis, Missouri 63141
Time Type:
Full time