Contact Center Sr Manager

Citizens Bank • Pittsburgh, PA

104d

About The Position

This role will be the primary contact for all new hire onboarding in the Contact Center. This leader will partner with a team of experienced coaches to ensure that new members of the organization have a warm, welcoming experience from recruiting and training through successful completion of 'on the job' skill building. The role will oversee all facets of customer experience that lead to new hire effectiveness and retention. Successful new hire graduates will be prepared to deliver high quality customer service to increase customer satisfaction and enhance customer relationships.

Requirements

• Strong coaching abilities - takes responsibility for coaching to drive performance.
• Leadership skills that foster collaboration, respect, and harmony amongst team.
• Excellent communication, time management and attention to detail/organizational skills.
• Goal driven while also meeting day to day business needs.
• Advanced problem-solving skills.
• Ability to help colleagues negotiate through difficult situation with customer recovery as end result.
• Excellent verbal, written and interpersonal skills.
• Ability to multitask and work independently.
• Anticipates potential problems or obstacles and takes pre-emptive action.

Nice To Haves

• Progressive leadership in a Contact Center setting.
• Experience in training/adult learning preferred.

Responsibilities

• Participate in the new hire interviewing and selection process, ensuring that hiring practices lead to strong candidate experiences and training classes.
• Act as an ambassador for the Citizens brand to new colleagues, helping to build enthusiasm for the brand each colleague's place within the organization.
• Develop strong partnerships with key stakeholders, including Recruiting, Learning and Development as well as business line managers.
• Deploy a high performing team to ensure all new colleagues develop appropriate skills and knowledge mastery of relevant policy and procedures.
• Coach and support colleagues to ensure confidence and capability upon graduation from new hire program.
• Utilize colleague feedback and lessons learned to make iterative improvements to program.

What This Job Offers

• Job Type: Full-time
• Industry: Credit Intermediation and Related Activities