Contact Center Manager

The Estimated Salary is $85,000-$110,000/Annually.

Duties and Responsibilities/Results:

• Manage and lead a team of customer support professionals, setting clear performance expectations and goals for growth.
• Assist the Digital Channels Officer with overseeing the day-to-day execution of the department’s contact center, business development and service and support initiatives.
• Partner with the Retail Banking division to effectively retain and deepen cross channel deposit relationships.
• Oversee staff to ensure adherence to Bank SLAs.
• Provide leadership in a Contact Center environment that promotes teamwork, employee respect, empowerment, and open communication.
• Mitigate fraud by analyzing unusual customer behavior and collaborating with key partners to optimize fraud operation policy and procedures.
• Gain insights from data by analyzing contact center metrics and KPIs. Lead improvement initiatives to ensure goals are met.
• Make recommendations to management based on findings and assist to implement them.
• Ensure adherence to contact center policies, produces and regulatory requirements.
• Conduct regular performance evaluations, provide coaching and feedback to direct reports, an identify training needs to enhance individual and team performance.
• Collaborate with other departments to resolve customer inquiries, and escalated issues to improve the overall experience of our customer.
• Ensure the bank policies and procedures and being followed by reviewing and approving daily work and reports.
• Stay updated on industry trends, best practices, and emerging technologies related to contact center
• Supports Contact Center taking inbound calls during high call volume periods.
• Accomplishes performance objectives by recruiting, selecting, training, coaching, counseling and disciplining employees; administering scheduling and completing payroll; enforcing policy and procedures.
• Participates in special projects/assignments as needed.
• Must be available to work evenings and weekends as required.

Job Specifications:

• Three to five years of contact center management experience.
• Proven and demonstrable leadership, management and motivational skills.
• Working knowledge of contact center technology, including ACD, workforce management, and quality management.
• Maintain up-to-date knowledge of and adhere to all state and feral regulations that pertain to this position including but not limited to Bank Secrecy Act, Consumer Privacy, and Fair Lending.
• Must be experienced and comfortable working in a fast-paced environment and able to deal well with change.
• Strong analytical and organizational skills with an attention to detail and demonstrated ability to multi-task.
• Demonstrated ability in written and verbal communication and presentation skills, capable of explaining complex subjects in manageable pieces to Banking and Non-Banking staff.
• Demonstrated strong project management skills and experience in cross-departmental efforts.
• 4-year college degree preferred
• 3-5 years of experience in Electronic Banking, preferred
• Proficiency in Microsoft Office (Outlook, Excel, Work, and PowerPoint)
• Knowledge of mobile and desktop device operating systems
• Strong inter-personal, team and collaboration skills.

Salary : $85,000 - $110,000