Contact Center Manager

SUMMARY
The Contact Center Manager functions in a leadership role with direct supervision and oversight of the department's Client Support team, with ultimate accountability for the operations of the client support functions. This role ensures compliance with all company and departmental policies and procedures, provides direction and supervision, performs key duties including but not limited to, project management, process definition/development and operational efficiencies. The Contact Center Manager is responsible for the day-to-day supervision of the day-to-day operations of the Contact Center. The role is focused on supporting the team to deliver against outlined goals and client satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provides strong leadership and supervision for the Client Support team which entails, telephone and digital channel support for both internal and external clients, as well as account management activities.

• Partners with senior leadership on implementing changes for streamlining processes, improving efficiencies, and enhancing the accuracy and quality of work.

• Collaborates with the senior leadership team to develop, organize, implement and maintain effective policies, procedures, and training for staff.

• Collaborates with the senior leadership team to develop agent goals, reviews, promotions, and disciplinary action.

• Partners with senior managers to implement ongoing employee engagement efforts.

• Provides first line support for escalated client calls, digital communications, etc..

• Conducts research of non-routine complex system or client problems and provides communication/document findings/resolutions to clients, employees, and/or leadership team.

• Provides daily direction and communication to employees to ensure customer service calls are answered in a timely, efficient, and knowledgeable manner as well as ensuring maintenance work queues are meeting SLA's (Service Level Agreements).

• Performs consistent call listening/direct observation for direct reports.

• Provides hands-on departmental assistance in the day-to-day operation of the team; serves as an escalation point for all client and operational issues.

• Provides coaching and mentoring opportunities to staff through regularly scheduled one-on-ones to inspire high performance and support ongoing career development.

MANAGEMENT RESPONSIBILITIES

• Responsible for the selection, placement, performance, coaching, development, promotion, and disciplinary actions of Contact Center Specialists.

• Be the first point of contact for unscheduled hours/days out for direct reports.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

KNOWLEDGE, SKILLS AND ABILITIES

• Ability to act independently without specific instructions or direction.

• Skills and abilities to develop and maintain effective relationships, respond to inquiries and circumstances as necessary.

• Ability to tolerate stressful situations.

• Adaptable to change and remain alert of work surroundings.

• Accuracy of written and verbal communication.

• Ability to identify the appropriate method and approach for call escalation to one of the designated representatives who maintain the knowledge to support the internal/external inquiries accurately and efficiently.

• Ability to actively seek out solutions from support resources provided.

• Ability to identify and communicate system/product performance issues.

• Participate in group huddles and provide necessary feedback when additional support materials are necessary.

• Computer knowledge and skills and the ability to explain product troubleshooting steps to clients.

• Conscientious and detail oriented.

• Ability to comply with all bank policies and procedures.

EDUCATION AND/OR EXPERIENCE

• Bachelor's Degree (B.A.) from a four-year college or university required or

• 1-3 years related experience and/or training; or equivalent combination of education and experience

PHYSICAL DEMANDS AND WORKING ENVIRONMENT
The physical demands and work environment are representative of those that must be met or encountered to successfully perform the essential functions of the job. In compliance with the Americans with Disabilities Act, the company provides reasonable accommodation to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

• Dexterity of hands/fingers to operate computer keyboard and mouse - Frequently

• Hearing - Frequently

• Sitting - Frequently

• Standing - Occasionally

• Talking - Frequently

• Walking - Occasionally

• Noise Level - Moderate

• Typical Work Hours - Vary based on scheduling/business need

• Regular and Predictable Attendance - Required

Job Description Approval: 07/23/2024