Contact Center Senior Department Manager, Consumer Service

KeyBank•Brooklyn, OH

2d•$80,000 - $150,000•Hybrid

About The Position

The Contact Center Senior Department Manager is responsible for the leadership, production, and administration of a department of Contact Center Team Leaders and Specialists. Accountable for ensuring specialists provide superior client services by resolving internal and/or external client inquiries, account servicing, resolving client issues and problems, exploring opportunities to sell additional products and services and making qualified sales referrals. Responsible for strategic positioning and direction of a department. Department Managers are expected to act professionally at all times, conduct business ethically, avoid conflicts of interest and act in the best interest our clients and Key.

Requirements

5+ years Management/Leadership experience
3+ years of Management experience within a Contact Center and/or Production Environment
Proven experience leading change
Proven performance with influencing and directing strategic initiatives
Proven experience driving high quality results
Strong written and oral communication skills
Strong time management and organization skills
PC proficiency, use of Microsoft Office suite (Word, Excel, PowerPoint, Access) as well as Lotus Notes

Nice To Haves

Associate or bachelor's degree preferred or equivalent work experience

Responsibilities

Coach team leaders to high performance in both leadership skills as well as Contact Center quality and productivity metrics.
Provide both leadership and management skills to foster an enthusiastic and positive work environment across multiple locations.
Conduct monthly one on one coaching sessions with each direct report.
Partner with support teams to achieve department service level goals.
Partner with multiple LOBs to support and advise on business direction to assist in strategy implementation and cost management.
Strategically identifies opportunities to improve client experience and bottom line results by partnering with Product, Technology, Marketing, etc.
Works closely with LOB partners to understand their strategy and direction. Influences key decisions regarding product features, technology updates, etc. to ensure the Contact Center can deliver the client experience expected.
Responsible for achieving and/or exceeding department and individual performance goals.
Ensure regulatory requirements are met for team members.
Ensure team members adhere to department policies and procedures to support Keys culture.
Document and complete annual performance reviews for each direct report to ensure compliance to Keys performance guidelines.
Ensure all annual performance reviews are conducted throughout the department at appropriate timelines.
Provide leadership to special initiatives that support the strategic direction of the department and/or Contact Center.
Communicate with peers for best practice sharing and to support consistency within the group. Support and encourage adherence to Keys cultural initiatives such as the KeyDifference behaviors.
Demonstrate the effective use of corporate systems to ensure completion of required work such as HR Online and Time and attendance systems.
Escalate and resolve client issues.
Participate in meetings led by other areas supporting Key or the Contact Center.
Provide training to team members as needed outside of normal training programs.
Provide back up support to other team leaders or managers as needed.
Prepare executive updates and presentations to all levels of managers.
Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice.
Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.