Contact Center Manager

First National Bank Alaska•Anchorage, AK

22h•Onsite

About The Position

Start a career with First National Bank Alaska, the Best Place to Work in Alaska as recognized 11 years in a row by Alaska Business magazine readers. We are excited about our Digital Banking Upgrade and are expanding our Contact Center. Attention Customer Contact Center Managers! We are seeking an experienced contact center professional with leadership experience, and the technical, communication and problem-solving skills to lead and optimize the bank’s Contact Center Unit. This position manages the daily operations of the Contact Center ensuring service levels and response times across all customer interaction channels while consistently meeting high-quality standards. We have a competitive salary schedule based upon minimum experience to very experienced; the job/salary offer would be commensurate with your experience. Schedule: Monday-Friday, some extended and weekend work required.

Requirements

Bachelor's degree in business, accounting, or finance and four years progressively responsible branch operations/deposit experience including two years in a management capacity; or six years progressively responsible bank operations/deposit experience including two years in a management capacity; or equivalent combination of education/training and experience.
Word processing and spreadsheet software experience required.
The ability to handle highly confidential information, frequent deadlines, and time constraints required.
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations.
Ability to write reports, business correspondence, and procedure manuals.
Ability to effectively present information and respond to questions from managers, customers, business owners and decision-makers and the general public.
Ability to work with mathematical concepts such as probability and statistical inference.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to define problems, collect data, establish facts, assess risk and draw conclusions.
Ability to interpret an extensive variety of technical instructions in, mathematical or diagram form and deal with several abstract variables.

Nice To Haves

Sales experience.

Responsibilities

Manages daily operations of Contact Center; ensures service levels (SLAs), response times, and quality standards are consistently met.
Partners with Contact Center Supervisors to manage staffing levels, scheduling, and workforce planning to align with call volumes and business needs.
Drives initiatives to improve customer satisfaction (SCAT), Net Promoter Score (NPS) and first-call resolution.
Handles escalated customer issues and ensures timely, effective resolution.
Provides leadership, direction, coaching and development to supervisors and agents to achieve desired performance outcomes.
Establishes clear performance expectations, service standards and accountability measures that are aligned with the bank’s customer experience strategy.
Tracks key performance indicators (KPIs) such as average handle time, service levels, abandonment rate, and quality scores.
Prepares and presents performance reports to senior management and makes recommendations to improve department performance.
Leads the team in identifying and reconciling inefficiencies and implements process improvements, automation, or technology enhancements.
Leads continuous improvement initiatives and liaises with other bank departments as needed for system and programing issues.
Oversees the unit’s systems, such as CRM, telephony, or IVR (voicemail) platforms.
Collaborates with other departments to implement system upgrades.
Collaborates with branch administration, digital banking, compliance, and IT to improve customer experience and service offering.
Ensures adherence to banking regulations, internal policies, data privacy laws, and security standards.
Partners with compliance and other administrative teams to implement controls and audit readiness.
Ensures team is strictly adhering to the bank’s security procedures for customer identification and red flag identification.
Notifies appropriate areas and takes immediate action if fraud is suspected or identified.
Keeps current with pertinent banking laws and regulations, including but not limited to Reg. DD, Reg. CC, Reg. E, Bank Secrecy Act, Community Reinvestment Act, and Right to Financial Privacy Act, FDIC deposit insurance, and Reg. Z.
Performs other work-related duties as assigned by supervisor.
Manages the Contact Center Unit.
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.