Contact Center Group Manager - Vice President
About The Position
As the Contact Center Group Manager – Vice President, you will set strategic direction and have management oversight of a team of leaders and customer service professionals supporting an inbound customer service call center. As a Group Manager, you will develop and drive the attainment of all service, quality, productivity and key performance goals. You will build and lead a high performing team and be accountable for all aspects of people leadership including hiring, coaching, development, performance management, training, engagement, etc. This role will focus relentlessly on both the customer and colleague experience, ensuring SLA’s are maintained while also identifying trends/opportunities for improvements. The Group Manager will drive the resolution of complex problems and initiatives while fostering an environment of continuous improvement and innovation. Area of Focus Consumer Contact Center with primary ownership of Retail Servicing including multiple call segments (Retail, Online Banking, Lost/Stolen, Citizens Access, etc.) Note: This role requires four days in office, with one day optional remote work. Must have designated space and capability to work remotely Be a champion for the voice of the customer Drive changes and improvements based on the needs of our customers Ensure the delivery of exceptional service experiences across multiple locations on/offshore Think beyond a single interaction; design, deliver, and support a positive and differentiated end-to-end service experience Be a talent energizer Be a role model of inclusive behaviors The Group Manager will Obsess About Our Customers Unlock the Potential of Our Colleagues Establish trust through empathy and authenticity Build teams with diverse perspectives and capabilities, ensuring a strong pipeline for the future Develop and invest in our talent and help others see a path forward at Citizens Drive Outcomes Get done what matters, fast Set high standards for performance and deliver on them Recognize and reward achievements Be action oriented; remove obstacles for performance Collaborate with others and influence decisions and priorities Inspire and lead change Have a data-driven mindset and use data and insights to drive decisions Drive, support, and encourage innovation Break down boundaries; bring people together Move our business forward Innovate Now and for the Future
Requirements
- Bachelors degree or comparable experience
- 3+ years experience managing leaders/supervisors
- 2+ years in a contact center/call center environment
- Extensive knowledge of contact center systems, technology, and workforce management practices
- Experience developing and executing short and long-term strategic plans
- Superior problem-solving skills with a focus on lean methodologies and continuous improvement discipline
- Ability to communicate and influence clearly and professionally, both verbally and in writing
- Ability to prioritize and manage multiple responsibilities with strong decision making skills
- Ability to travel quarterly to alternate location in Pittsburgh, PA
- Collaborative and inclusive with an ability to adapt to change and bring others along
- Desire for personal/professional growth and development
Responsibilities
- Lead a team of 5-10 direct report managers, each with teams of 15-20 customer service professionals located in Johnston RI, and Pittsburgh, PA
- Accountable for performance of full business segment, supported by a hybrid team based in multiple U.S. locations and with a global presence
- Drive balanced performance results in customer experience, sales, productivity
- Analyze service and performance data ensuring attainment of goals and KPIs
- Mitigate and manage risk, ensuring adherence to all regulatory and compliance guidelines
- Effectively coach managers and colleagues to achieve results
- Retain valuable employees through development and coaching
- Ensure high employee engagement and job satisfaction, minimizing turnover
- Drive improvements to service, efficiency, productivity and costs
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What This Job Offers
Job Type
Full-time
Career Level
Manager
