Job Purpose & Scope The Call Center Assistant Manager is responsible for providing guidance to and oversight of call center support staff and the Team Lead. Ensures day-to-day operations within a specific Customer Care Center location are managed according to established policy and procedure and all calls are handled effectively. Supports the Call Center Manager in fostering a high-performance culture, while maintaining a positive and motivating work environment. Essential Job Functions Provides guidance and oversight to the call center support staff. Guides day-to-day operations of call center staff to ensure calls and resolution of customer issues are handled according to established policies and procedures. In partnership with the Customer Care Quality Assurance team, performs quality assurance monitoring of call center activities and provides subsequent feedback and coaching as necessary. 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 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. Oversees and coaches staff in handling general customer complaints. Resolves escalated customer complaints and conducts requisite follow up with the appropriate party as appropriate. Coordinates staff scheduling and provides updates to Call Center Manager daily. Tracks agent progress of weekly, monthly, quarterly, and annual objectives. Creates and nurtures effective work relationships with supervised staff to motivate, coach, and retain staff. Guides staff in effective customer service communication standards and processes. Travels as required for business purposes. Works extended hours during the week and on weekends, as necessary. Maintains good punctuality and attendance to work. Regularly exercises discretion and judgment in the performance of essential job functions. Follows Bank policy, procedures, and guidelines. Performs all other duties as assigned. Knowledge, Skills & Abilities Comprehensive knowledge of online banking software and Customer Care policies and procedures. Knowledge of card systems and imaging systems. Ability to effectively communicate both verbally and in writing, 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 demonstrate effective customer service skills. Ability to demonstrate effective 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 manage multiple personal and team priorities effectively. 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 when needed. Skill in using computer and Microsoft Office products (Word, Excel, Outlook). Basic Qualifications High school diploma or equivalent required. Minimum of four (4) years of work experience in a call center, customer service and/or retail environment required. Minimum of one (1) year of management or supervisory experience required. Minimum of one (1) year of experience with Microsoft Word and Excel required. Minimum of one (1) year of work experience with core banking software (e.g., Fiserv Premier) and the applicable interfaces to a core banking software platform preferred. Job Expectations 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. 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.