Contact Center Leader
The Contact Center Leader plans and directs all aspects of an organization's contact center policies, objectives, initiatives, and risk management. This role analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance, while establishing operational targets, best practices, and monitoring to support client services, quality, and efficiency standards. Additionally, the Leader researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance customer experience and drive efficiency.

Key Responsibilities and Duties

Develops and executes on high-level contact center strategies and plans ensuring alignment with the department's short-term and long-term objectives. Manages performance of direct reports through regular, timely feedback as well as the formal performance review process to ensure delivery of contact center objectives and engagement, motivation and development of the team. Directs and executes strategic plans, aligning with consumer and business banking business objectives to accomplish the organization’s overall deposit growth plan. Builds trusted relationships with key partners, including cross-functional partners, other business channels and divisions, vendors, and senior and executive leadership. Ensures ongoing and appropriate communication supporting overall client and enterprise objectives. Demonstrates active thought leadership by identifying new contact center capabilities and partnering for successful execution and launch. Leads evaluation and development of new operations strategies and implementation of updated operations policies, procedures, and controls. Ensures the expansion of the business banking center to support deposit growth goals while sustaining the organization’s brand and service excellence culture. Strategizes and collaborates with business unit leaders across the enterprise to support delivery of enterprise initiatives. Establishes a call monitoring quality program that ensures alignment to regulations and standards for customer service interactions.

Minimum Qualifications

8+ years of contact center leadership experience with direct oversight of policy development, performance metrics and operational strategy Proven track record of managing large teams and driving service excellence across inbound/outbound channels Strong command of contact center technologies (Salesforce and Genesis)

Preferred Qualifications

10+ years of experience as a contact center leader Experience implementing enterprise-wide contact center transformation initiatives Ability to forecast call volumes and optimize staffing models Proven ability to positively influence change and implement thresholds with a positive approach

Educational Requirements

University (Degree) Preferred

Role Specific Work Experience

8+ Years Required; 10+ Years Preferred

Physical Requirements

Physical Requirements: Sedentary Work

Hybrid work model: This position requires working four days in the office, with one flexible day to work remotely.

Career Level
10PL