Operations Call Center Site Manager
Apply NowCompany: JP Morgan Chase & Co.
Location: Springfield, MO 65807
Description:
Job Description
Are you interested in managing a call center that is transitioning to a virtual environment? We are seeking a dedicated Operations Manager to lead and manage a dynamic, highly motivated team at our Springfield, MO site. Initially, this role will be on-site, with plans to transition to a fully virtual call center in 2026.
As an Operations Site Manager in the Consumer and Community Banking Operations Call Center team, you will demonstrate a strong understanding of client success management, balancing your focus on driving business results while offering options and finding solutions to motivate and support your team and help our customers.
Job responsibilities:
Required Qualifications, Capabilities, and Skills:
Preferred Qualifications, Capabilities, and Skills:
This role does not offer visa sponsorship.
This position will begin as an on-site/hybrid role at our Springfield, MO location, with plans to transition to a fully virtual call center in 2026. Candidates should be prepared for this transition and have the flexibility to adapt to a virtual work environment.
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.
Are you interested in managing a call center that is transitioning to a virtual environment? We are seeking a dedicated Operations Manager to lead and manage a dynamic, highly motivated team at our Springfield, MO site. Initially, this role will be on-site, with plans to transition to a fully virtual call center in 2026.
As an Operations Site Manager in the Consumer and Community Banking Operations Call Center team, you will demonstrate a strong understanding of client success management, balancing your focus on driving business results while offering options and finding solutions to motivate and support your team and help our customers.
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.
This position will begin as an on-site/hybrid role at our Springfield, MO location, with plans to transition to a fully virtual call center in 2026. Candidates should be prepared for this transition and have the flexibility to adapt to a virtual work environment.
About Us
Chase is a leading financial services firm, helping nearly half of America's households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
About the Team
Our Consumer & Community Banking division serves our Chase customers through a range of financial services, including personal banking, credit cards, mortgages, auto financing, investment advice, small business loans and payment processing. We're proud to lead the U.S. in credit card sales and deposit growth and have the most-used digital solutions - all while ranking first in customer satisfaction.
We offer a broad array of credit cards to meet the needs of individuals and small businesses, including Chase-branded and co-branded cards in partnership with well-known companies and organizations. Merchant Services is a leading provider of payment, fraud and data security for companies, capable of authorizing transactions across global currencies.