**Contact Center Site Manager** The Contact Center Site Manager job manages team of managers in support of contact center operations. The job guides the work of the function over the site and is responsible for implementing standards and targets to ensure that contact center performance remains high and accomplishes the customer care goals. **Key Responsibilities and Duties** + Provides daily oversight and management of Contact Center site(s) and ensures performance standards are met to further the goals of the organization. + Builds and maintains quality relationships with business partners while ensuring excellent service is provided to our customers. + Provides feedback and presents solutions regarding service complaints or customer concerns. + Organizes training programs for team members to improve their client service knowledge and enhance overall service levels. + Establishes procedures and processes that support organizational and contact center department standards, procedures, and strategic initiatives. + Establishes best practices and strong communication with other site leaders, managers, and associates and ensures business continuity and coverage across sites. + 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. **Minimum Requirements** + 5+ years of contact center leadership experience, including oversight of teams, performance metrics and daily operations + Proven ability to manage workforce operations at site level for management teams, such as scheduling, attendance, and real-time service level adjustments + Experience leading in a high-volume customer support environment + Strong communication and interpersonal skills with the ability to build trust, navigate sensitive conversations, and foster a culture of accountability and engagement **Preferred Requirements** + 7+ years of contact center experience within the financial services industry. + Data-driven leadership mindset, including proficiency in KPIs, performance dashboards and root cause analysis + Knowledge of financial services or banking operations in a customer contact environment + Ability to maintain composure under pressure and model effective conflict resolution. **Educational Requirements** + University (Degree) Preferred **Role Specific Work Experience** + 5+ Years Required; 7+ Years Preferred **Physical Requirements** + Physical Requirements: Sedentary Work **Hours of Work:** Monday through Friday - 9am to 6pm CST* _*Scheduled work hours are subject to modification to align with business demands_ **Career Level** 9PL Hybrid work requires four days per week with one flexible day to work remotely. Posting end date: 8/18/2025 **Job Seeker Notice** EverBank, N.A. and Sterling Bank and Trust, a division of EverBank, N.A. (together, the "Company") is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers. The Company's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money. VEVRAA Federal Contractor Member FDIC Notice to Job Seekers (https://everbank.com/about/careers/notice-to-job-seekers) **Pay Range** $101,400 - $137,100 EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status. We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.