Contact Center Manager

North Easton Savings Bank•Whitman, MA

4d•Onsite

About The Position

The primary job function is management of the contact center, which provides customer sales and service by telephone, email, chat, text, and other forms of electronic communication. The Manager supports the Call Center Representatives, helping them to acquire the skills and performance required to meet and exceed their objectives. The Manager’s objective is to create a positive work environment that contributes to the Call Center’s ability to deliver superior service to customers. The Manager spends approximately 75% of their day logged into the telephone system to handle overflow contacts when necessary. The Manager spends approximately 50% of their login time working with Representatives to observe, assess and develop performance in efficiency, effectiveness; delivery of accurate and complete information; and professional communication skills. The Manager reviews and discusses the previous day’s service statistics with the team. The Manager also assesses each Representative’s attendance, tardiness, and work schedule adherence in accordance with bank guidelines. The Manager supports the Bank’s goals by communicating objectives and results each day to encourage, recognize, and reward Representatives for meeting and exceeding objectives.

Requirements

Associate or bachelor’s degree preferred, High School diploma (or equivalent) required.
Prior management experience with proven supervisory skills.
Minimum (3) three to (5) five years of banking experience with strong banking product and operations knowledge.
Regulatory compliance experience required.
Strong organizational skills, customer service and interpersonal skills.
Strong analytical and technical skills.
Proficient in the use of a computer and business software.
Excellent verbal and written communications skills.
Able to handle personal and confidential information.
Enjoys working with people including problem solving and follow-through.
Teaching or instructional background is highly desirable.
Interest in banking education programs is desirable.

Nice To Haves

Associate or bachelor’s degree preferred
Teaching or instructional background is highly desirable.
Interest in banking education programs is desirable.

Responsibilities

Manage Call Center Representatives
Observe each Representative’s job performance every month by listening regularly to calls with the Representative through side-by-side and remote service observance.
Document performance and shares opinions with the representative.
Conduct side-by-side (in-person) and remote observation sessions weekly, covering three (3) calls per session.
Use a program-specific contact observation form to score each contact in conjunction with a document describing the elements of contact quality and the specific behavior expected of the representative for each component of contact quality.
Provide immediate feedback to each Representative regarding his/her work to help the employee become more knowledgeable and proficient, making use of all available systems, tools, training, and reference materials.
Document each session with an analysis of the Representative’s performance.
Enter data from observation sessions into a contact quality database and analyzes each representative's contact quality history to identify behavioral trends and determine the areas of opportunity.
Document any conversations about the Representative’s performance, including documentation supporting positive feedback given during an observation session in the event that a formal action plan is not necessary.
Meet with each Representative to agree on an action plan for improvement based on his/her performance trend.
Design and implement a formal action plan to improve Representatives’ performance in each designated area of opportunity.
Monitor each Representative’s progress to ensure continuous improvement to meet the bank’s objectives.
Schedule time for observation sessions and development sessions with each Representative.
Determine which Representatives require development sessions, including the quantity and frequency of each.
Agree on a follow-up date with each Representative to review progress on his or her action plan.
Share performance observations with the Representative within 24 hours of any observation session.
Develop recognition programs to recognize and reward both outstanding performance and performance improvement and administers these programs in conjunction with bank-wide recognition programs.
Use a comprehensive forecasting and staffing model to forecast volume and average handle time based on historical records from the contact management system to create staffing requirements for the Call Center, optimizing the use of resources.
Review historical and/or real time reports from the contact management system daily to manage schedule adherence for their team.
Be present with his/her team at start of each shift.
Address occurrences of absence and tardiness immediately and privately on an individual basis.
Document each incident, and take disciplinary action in accordance with guidelines established by the Bank.
Review reports daily and signs off on exceptions as required in adherence to budgeting guidelines.
Meet minimum contact quality goals on a monthly basis as established by the Bank.
Meet minimum service level standards on a daily, weekly, and monthly basis as established by the Bank.
Occasionally manage outbound sales campaigns performed by Call Center Representatives to prospects and customers.
Complete three full call observations per Representative per week, measured monthly for each Representative on their team.
Meet service levels by staying within the minimum and maximum headcount targets assigned by the Bank.
Manage the Call Center within its annual budget, in accordance with expense guidelines established by the Bank.
Serve as a role model for the team.
Attend and participate in all appropriate meetings, assist Representatives when needed, and follow departmental policies and procedures to motivate employees and recognize outstanding performance.
Initiate the disciplinary process leading up to and including termination where such action is warranted.
Take ownership in his/her individual growth and personal contributions to the bank and the Call Center.
Take steps to develop existing skills and to acquire new skills, including those that may enable them to be assigned and/or promoted to other positions at the bank.
Oversee Assistant Manager and Call Center Representatives.