Director, Banking Contact Center

First National Bank of Omaha•Omaha, NE

2d•Onsite

About The Position

This role will be required to onsite in one of FNBO site locations regularly each week. The Site Director is responsible for overseeing the entire operations of a contact center location, ensuring optimal performance, efficiency, and customer satisfaction. This senior leadership role involves managing a team of managers who directly supervise frontline call center agents. The Site Director plays a crucial role in implementing strategic initiatives, maintaining operational excellence, and fostering a positive work environment.

Requirements

Bachelor’s degree in Business Administration, Management, or related field or 10+ years of experience in contact center management, with at least 5 years in a leadership role.
Proven track record of successfully managing large teams and improving operational performance
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
In-depth knowledge of contact center technologies, metrics, and best practices
Candidates must possess unrestricted work authorization and not require future sponsorship.

Nice To Haves

Previous experience in financial services
Prior experience with off-shore outsourcing efforts

Responsibilities

Provide strategic direction and leadership to the contact center manager team
Develop and implement skill-specific goals aligned with overall organizational objectives
Mentor and coach managers to enhance their skills and performance
Foster a culture of continuous improvement and employee engagement
Oversee daily operations to ensure efficient workflow and high-quality customer service
Monitor and analyze key performance indicators (KPIs) to identify areas for improvement
Implement and optimize processes to enhance productivity and reduce costs
Ensure compliance with company policies, industry regulations, and legal requirements
Set performance targets for each team and manager that align to a ‘high performance culture’
Regularly review team and individual performance metrics
Collaborate with managers to ensure delivery of performance improvement activities
Recognize and reward high-performing teams and individuals
Ensure proper differentiation of performance rewards in accordance with organizational philosophy
Champion a customer-centric culture throughout the contact center including various forms of servicing
Analyze customer and agent feedback and satisfaction metrics to drive improvements
Implement strategies to enhance the overall customer experience
Partner with workforce management to ensure proper staffing levels, scheduling, and resource allocation
Collaborate with HR to develop effective recruitment and retention strategies
Ensure proper training and development programs are in place for all staff levels
Collaborate with other departments (e.g., IT, HR, Finance) to support site operations
Build and maintain relationships with key internal and external partners
Stay informed about industry trends and emerging technologies
Recommend and implement new technologies to improve efficiency and customer service
Ensure proper utilization and maintenance of existing systems and equipment