Contact Center Manager in McAllen, Texas at Rio Bank

Department: Contact Center
Type: Exempt
Reports To: Chief Operations Officer
Location: Headquarters - McAllen

The Contact Center Manager oversees the daily operations of the Contact Center and provides leadership, coaching, and development to Contact Center Specialists. This position is responsible for ensuring exceptional customer service, achieving department performance goals, maintaining operational efficiency, and fostering a collaborative team environment. The Contact Center Manager responds promptly to service-level issues, supports employee growth and development, and promotes a culture of accountability, recognition, and continuous improvement.

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

• Manage, train, schedule, and develop Contact Center staff across all functional areas.
• Recruit, onboard, train, evaluate, and mentor team members.
• Establish and maintain departmental performance standards, objectives, and service expectations.
• Perform Customer Support Specialist duties as necessary to maintain service levels.
• Develop, implement, and enforce Contact Center policies and procedures.
• Utilize electronic communication tools including chat, screen sharing, and live video to provide efficient customer support.
• Manage call queue software to assist customers and bank employees effectively.
• Monitor call volumes, hold times, and service levels, taking corrective action when necessary.
• Monitor and evaluate service calls to ensure professionalism, technical accuracy, and adherence to Bank policies and procedures.
• Meet and exceed departmental and individual key performance indicators (KPIs).

• Verify customer identity according to established authentication procedures before providing account information or performing account maintenance.
• Maintain a comprehensive understanding of Bank products, services, and department procedures.
• Resolve customer complaints promptly and professionally in accordance with Bank policies and procedures.
• Develop and maintain strong working relationships with internal departments to ensure efficient customer service.
• Promote and educate customers regarding Bank products and services, including consumer and commercial loan products, certificates of deposit, debit cards, merchant services, and electronic banking solutions.
• Work alternate Saturdays to ensure adequate department coverage.
• Maintain strict confidentiality of customer and Bank information.
• Maintain a strong record of attendance and punctuality.

• Interview, hire, and select department personnel.
• Train, mentor, coach, and develop team members to maximize performance and professional growth.
• Monitor individual and team performance through regular feedback, recognition, coaching, and performance evaluations.
• Recommend employees for promotion, advancement, corrective action, or termination when appropriate.
• Supervise daily team activities to ensure smooth and efficient operations.
• Manage employee schedules, time-off requests, workload distribution, and staffing coverage.
• Foster a culture of teamwork, accountability, customer service excellence, and continuous improvement.

• Abide by all Bank policies, procedures, regulations, and security requirements.
• Properly maintain required records, documentation, and reports within established deadlines.
• Protect customer and Bank information in accordance with confidentiality and information security standards.
• Complete all required BSA/AML, compliance, and regulatory training.
• Complete continuing education and development activities necessary for the position.

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skills, and abilities required to perform the position satisfactorily.

• High school diploma or equivalent required.
• Three (3) years of banking and contact center experience required.

• Strong leadership and team development skills with the ability to inspire, motivate, and engage employees.
• Ability to effectively manage performance, productivity, and employee development.
• Demonstrated commitment to integrity, ethical conduct, and customer confidentiality.

• Excellent verbal, written, and interpersonal communication skills.
• Ability to explain Bank products, services, and electronic banking solutions to customers and employees.
• Bilingual (English/Spanish) required.

• Strong customer service orientation with the ability to resolve customer concerns professionally and efficiently.
• Ability to build collaborative relationships across departments and promote a positive customer experience.

• Strong attention to detail and organizational skills.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Ability to adapt to changing priorities and operational demands.
• Strong analytical, decision-making, and problem-solving abilities.
• Self-motivated, results-oriented, and team-focused.

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, and PowerPoint).
• Ability to learn and effectively utilize contact center systems, electronic banking platforms, and call management software.

Supervises: Contact Center Specialists

Rio Bank is an equal opportunity employer and is committed to creating an inclusive workplace where all employees are treated with dignity and respect. Applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.