First Hawaiian Bank is currently seeking an experienced VP & Customer Service Manager to join our Call Center team in Honolulu. In this role, you will lead and manage the Call Center & Digital Service Center, customer service and support centers with an intensive focus on customer satisfaction and employee engagement and retention. The key responsibility of this position will be creating an environment that will foster positive morale, teamwork and knowledge to ensure customer service excellence. This role is also responsible for overseeing business and operational activities, developing teams and the coaches/supervisors to achieve service level goals and ensure ongoing customer relationships through unparalleled customer satisfaction and service. The VP & Customer Service Manager also builds strong partnerships with internal departments to maximize first call resolution.

The ideal candidate will have:

• Bachelor’s degree in business, communications, liberal arts or similar field or equivalent experience required.
• Bachelor’s degree in business, finance, management preferred.
• Minimum 3 years of management experience in a 50 plus seat Help Desk, Customer Service or Contact Center required.
• Minimum 5 years of experience in developing operational procedures, training programs, management reports, or related experience required.
• Minimum 5 years of experience in monitoring employee performance, coaching, counseling and evaluating required.
• Minimum 5 years of experience in customer service and/or support role required.
• Demonstrated success in training and team motivation.
• Strong command of the English language.
• Thorough knowledge of contact center technologies and their utilization.
• Thorough knowledge of contact center operational and servicing best practices.
• Proficient with computers (Windows, MS Word, MS Excel, Email, etc.).
• Familiarity with general office equipment (telephone, fax, fax servers, copier, printers, etc.).
• Excellent interpersonal and motivational skills.
• Demonstrated ability to work in a collaborative team environment.
• Active listener: excellent oral, written and interpersonal communication skills to interact with bank employees, customers and vendors in individual or group settings.
• Analytical ability to assess and translate complex information and data toward useful decision making.
• Highly developed critical thinker and decision maker with ability to motivate individuals in all environments as appropriate.
• Must be able to use sound judgment and discretion regarding reports, confidential information and when providing customer solutions/resolving customer issues.
• Must have high degree of accuracy and neatness.

Work Schedule
Monday - Friday b8:00AM - 5:00PM (Hours may vary)