2 days old

Channel Unit Manager - Kapolei Call Center

Bank of Hawaii
Oahu, HI
  • Job Code

Channel Unit Manager - Kapolei Call Center-1800222

Does this sound like you?
Want to make a difference in people’s day? Are you a customer service champion?  Do you thrive in an environment that leverages your abilities as a fast learner, good listener, and problem-solver?  Are you a self-starter, comfortable with ambiguity, and a forward thinker?  If you love challenges, relish complexity, and have moxie, consider applying your unique talents with a Hawaii banking leader – Bank of Hawaii.  Here you can be at the forefront of whatever you do. Welcome to your tomorrow!

A day in your life as a Channel Unit Manager
You will direct, lead and manage various channels and sales & service groups. This position is also responsible for the project management, development, implementation, testing and production support for the delivery channel service components of the unit. This includes the management of staff, expenses and budget within the unit.  This position reports to the Bankoh Call Center in Kapolei, Hawaii.
We’ll give you these important responsibilities…
Customer Service
Manages specialized groups to increase customer satisfaction. Conducts and participates in weekly Sales and/or Service Meetings. Conducts scripting/objection clinics to support products, services and campaigns. Monitors and measures the ESS service/sales process with personnel. Develops key metrics to improve and maintain service levels and productivity. Develops business unit strategies to support on-going customer commitment to excellent sales and service. Participates in the development of key strategic goals for the department.
Personnel Management
Responsible for the management of all employees in the section including staffing, scheduling, compensation, performance management, training and development, succession planning and affirmative action to effectively utilize group and individual capabilities and enhance individual/group development and performance. Responsible for the timely and effective management of Human Resources forms and documents relevant to immediate staff. Assists Manager with daily duties including but not limited to hiring, termination and counseling decisions and actions. Creates key reports to measure the department performance.
Project Management and Budgeting
Performs as Subject Matter Expert and/or Project Lead on all customer-related projects as assigned that impact internal and external customers and some technical projects as needed.  Manages costs and prepares budget reports to monitor unit performance. Provides research and development for department's overall budget process. Maintains and manages expenses within specific business unit to optimize the inbound and outbound sales and service activities. 

…if you come to us with these qualifications…
Four-year college degree or equivalent work-related experience.

5 years experience in customer service and or sales.

3 years general management experience.

3 years experience in a call center environment.

Technical skill, including proficiency with computers and support systems.

Demonstrated verbal communication including good voice quality, diction and articulation.

Sales, marketing and service skills which meet Bank of Hawaii's established standards. Demonstrated leadership ability.

Customer service skills.

Strong problem-solving and decision-making capabilities.

Knowledgeable of financial practices.

Must be available to work evenings, weekends, and holidays as necessary or assigned.

Lifts, moves, carries, transports files up to 10 lbs.

Must be able to provide own transportation and ability to commute and arrive at intended destination in a timely manner and/or as required.

Travels by air as required.

Bank of Hawaii
In 1897, Bank of Hawaii was the first chartered and incorporated bank in the Republic of Hawaii. We’ve been here from territorial days, growing and changing with Hawaii. Today, we are the largest independent bank in Hawaii – a result of knowing our business and community, and always staying ahead of change. At Bank of Hawaii, we think of ourselves as forward thinking pace setters. We are constantly finding creative ways to deliver leading edge customer service.  Now, we’re embracing change with our new 21st century banking.

It’s our people who help us succeed in offering first class service and products to our customers.  As a member of the Bank of Hawaii community, you will be among the very best in your profession in an environment that places a high value on customer service, time management and teamwork.  People who are customer-focused, articulate, and who can quickly navigate through multiple computer screens can learn and grow with us in our Call Center environment.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of any legally protected classification including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or protected veteran status.  Bank of Hawaii takes affirmative action in support of its policy to advance in employment legally recognized individuals including minorities, women, protected veterans and individuals with disabilities.

Job Function Banking Sales/Services
Primary Location Hawaii-Oahu
Schedule Full-time
Job Posting Apr 6, 2018, 8:11:54 AM
Unposting Date Ongoing


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Channel Unit Manager - Kapolei Call Center

Bank of Hawaii
Oahu, HI

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Bank of Hawaii
Oahu, hi

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