JPMorgan Operations Call Center Site Manager 

United States, Missouri, Springfield 

64547099

Job responsibilities:

• Demonstrate organizational skills and understanding of the challenges of working in both on-site and virtual environments, overseeing a team that will transition to 100% home-based employees by 2026.
• Manage, develop, coach, and motivate front-line managers.
• Drive as a leader with demonstrated ability to proactively drive, manage, and enhance an operations team.
• Ensure that a high professional standard is achieved, and monthly targets and Key Performance Indicators (KPIs) targets are met by all scorecard-based employees.
• Ensure targets are delivered through people management, performance review, reward, and individual recognition.
• Determine individual coaching strategies and training needs by listening to client success calls daily and developing a strategy that fits the individual client success employee but remains consistent with our standard processes and procedures.
• Prepare, update, and deliver ongoing training modules to further client success employees’ education and correct mistakes.
• Oversee scheduled performance reviews for client success employees to assure they have a strong understanding of their strengths and areas of improvement.
• Identify ways to support inclusion and diversity and deliver exceptional business results.
• Partner effectively with various business stakeholders and support partners (i.e., HR, Workforce Management, Performance Excellence, Service Strategy).
• Lead the team through adoption of new tools and technology with emphasis on change management skills.

Required Qualifications, Capabilities, and Skills:

• High School diploma/GED required.
• 10 years of leadership experience in at least one of the following fields: branch banking, home lending, community development, service operations, or small business.
• 5 years of call center experience.
• Home location must reside within the Springfield, MO area where your staff will be located.
• 5 years of customer interaction or customer support experience, either by phone or face-to-face.
• Able to be on-site at a JP Morgan Chase work location then transition in the future to have a safe and noise-free work environment in your residence.
• Must be willing to work in an environment that requires 100% phone-based customer interaction.
• Proficiency with basic computer functions including mouse and keyboard usage, launching applications, conducting searches on the Internet, and maneuvering in a Windows-based environment.
• Ability to travel up to 25% of the time.

Preferred Qualifications, Capabilities, and Skills:

• Bachelor’s Degree Preferred.

This role does not offer visa sponsorship.