Contact Center Manager

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Job description

Title: Contact Center Manager

Location: Pittsburgh, PA Hermitage, PA

Job-Type: FTE/Permanent

This position is responsible for the execution of the contact center strategic plan; leveraging KPIs and reporting to ensure all supervisors and teams are effectively meeting or exceeding productivity and both the customer and employee experience expectations while reinforcing a highly engaged culture. Additionally, this position leads by example through effective performance management, mentoring, and ongoing development across their teams.

Primary Responsibilities:

• Deliver results against the defined performance and customer experience objectives defined by the Contact Center performance expectations.

• Manage business metrics by supervisor and team to ensure all outlier performance issues are effectively addressed.

• Coordinate with peers and senior leadership to ensure consistency across all sites.

• Conduct performance coaching and training for supervisors.

• Ensure effective execution of all required coaching and management routines by direct reports.

• Responsible for ensuring the overall employee experience including the on-boarding of new hires and employee engagement creates a favorable work environment.

• Ensures department operations, policies & procedures, performance goals, and rewards and recognition programs are executed according to published policies and guidelines.

• Collaborating with cross functional teams when appropriate.

• Research, address, and document escalated customer inquiries or complaints to ensure effective resolution in a timely manner, providing feedback and coaching as necessary to ensure single resolution.

• Ongoing personal development to ensure expertise of all banking products, services, and policies & procedures.

• Ongoing personal development of coaching and leadership skills.

• Performs other related duties and projects as assigned.

Skills and Certifications:

• Excellent communication skills, both written and verbal

• Excellent customer service skills

• Excellent organizational, analytical, and interpersonal skills

• Detail-oriented

• Ability to work and multi-task in a fast-paced environment

• Ability to use a personal computer and job-related software.

• MS Excel - Basic Level

• MS Word - Basic Level.

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