Manager, Customer Contact Ctr.
About The Position
Manages and supervises the Customer Contact Center, including overseeing training and development opportunities for both Contact Center and iTeller staff. The scope of the Contact Center involves handling all inbound main-number calls, answering and directing customer-related support calls and inquiries, and providing Personal Teller support for the ITM network. The Contact Center Manager plans, directs, manages, and evaluates team performance to ensure a high level of service for both customers and employees. This role ensures professional and courteous support services are delivered, promotes a productive and positive relationship with customers, and serves as an escalation point for resolving difficult customer issues. The manager also coordinates customer service activities with other internal functions, makes personnel decisions, and oversees cross-training of staff on bank policies, deposit operations, and banking regulations.
Requirements
- High school or GED plus specialized schooling and/or on the job education in a specific skill area (e.g., data processing, clerical/administrative, equipment operations).
- 4 years related experience and/or training.
- Must provide service with HEART to internal and external customers.
Responsibilities
- Oversee the team of Contact Center and iTeller employees who handle customer and employee service inquiries and problems via the phone, Interactive Teller Machines (ITM), chat/direct messaging, and/or e-mail.
- Monitor operations to ensure adherence to service level standards and company/department policies and procedures.
- Ensure adequate phone coverage, including making decisions regarding scheduling changes.
- Act as an escalation point for resolving the most difficult customer issues.
- Evaluate the quality of Customer Service employees' calls with customers and provide feedback on strengths and areas of improvement.
- Communicate with clients, vendors, and other departments to ensure quality service delivery and customer satisfaction.
- Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions, and salary changes.
- Provide coaching and mentoring to Call Center and iTeller teams, including team leaders and representatives.
- Evaluate and recommend streamlining opportunities and process improvements, implementing those that are selected.
- Track and report contact center performance against objectives and goals (e.g., quality, call volume, customer satisfaction).
- Manage the Call Center ticketing system to ensure tickets are handled appropriately and closed in a timely manner.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
