Contact Center Customer Service Manager

U.S. Bank

. Manage customer service staff handling customer inquiries, requests, questions, and problems .

Posted 10/14/2026full-timeRemote • Kansas • United StatesMid-LevelSenior💰 $66,640 - $78,400 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and customer service management capabilities, with a focus on developing processes to enhance service levels and ensuring compliance with policies and procedures. Possesses advanced knowledge of operational functions and effective communication skills to drive departmental goals.

Highest-signal resume keywords

Customer Service ManagementLeadership SkillsProblem-Solving SkillsOperational Functions KnowledgeCompliance with Policies

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Process DevelopmentPerformance MonitoringPolicy ImplementationStaffing ManagementTraining Procedure Development

Soft Skills

Effective CommunicationCoaching SkillsTeam Collaboration

Tools & Technologies

Computer Applications

Industry Keywords

Customer InquiriesInternal AuditsQuality StandardsU.S. Bank PoliciesCode of Ethics

About the role

Key responsibilities & impact

Manage customer service staff handling customer inquiries, requests, questions, and problems
Maintain a high level of quality customer service
Maintain current knowledge of products and services
Develop processes and tools to improve service levels
Ensure efficient and professional customer service operations across telephone and written communications
Coach contact center personnel within the site location
Work with leadership and other managers to communicate and carry out departmental goals and vision
Ensure compliance with internal policies and procedures
Respond to internal audits and certifications
Participate in developing and enhancing equipment and training procedures and programs
Develop, implement, and maintain department operating policies and procedures
Implement and monitor tracking and performance monitoring mechanisms
Plan and schedule departmental activities
Ensure adequate staffing and that work volume meets product/service and quality standards

Requirements

What you’ll need

Bachelor's degree, or equivalent work experience
Three to five years of relevant experience
Strong customer service and problem-solving skills
Advanced knowledge of operational functions, systems, policies and procedures of assigned area
Basic understanding and practical application of applicable laws and regulations
Effective leadership skills
Strong verbal and written communication skills
Working knowledge of computer applications used in area
Ability to comply with U.S. Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies

Benefits

Comp & perks

Healthcare (medical, dental, vision)
Basic term and optional term life insurance
Short-term and long-term disability
Pregnancy disability and parental leave
401(k) and employer-funded retirement plan
Paid vacation (from two to five weeks depending on salary grade and tenure)
Up to 11 paid holiday opportunities
Adoption assistance
Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
Incentive and recognition programs
Equity stock purchase
401(k) contribution and pension