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Head of Contact Center, VP

3 months ago

Winchester, Massachusetts, United States Northern Bank Full time

The Head of Contact Center is responsible for overseeing daily operations, managing procedures, and reporting on productivity, work quality, and customer satisfaction at a bank. The role also involves developing and executing the Contact Center strategic plan, aligning it with the bank's objectives, leading the team, managing performance, and improving processes and technologies.



ESSENTIAL FUNCTIONS
  • Responsible for Contact Center strategic planning, including CRM plan development.
  • Develops and implements telephone system workflow plan.
  • Defines reporting and metric requirements and oversees the reporting process.
  • Develops and maintains service level agreements between departments.
  • Responsible for overseeing Contact Center staff, service delivery, planning, and forecasting.
  • Establishes performance expectations, conducts regular reviews, and provides training opportunities.
  • Works closely with HR, L&D, and Training teams for staff development and resource planning.
  • Defines procedures for online services and products and enhances customer experience.
  • Offers insight on new technologies to achieve cost-effective operations that meet SLAs.
  • Ensures compliance with laws, regulations, and internal policies.
  • Identifies and mitigates risks associated with contact center operations.
JOB QUALIFICATIONS
  • Requires 10+ years in a contact center environment with at least five years in a leadership role in banking or financial services.
  • Proven leadership in a service-driven contact center operation during growth or change.
  • Strong communication and leadership skills to engage with stakeholders at all levels.
About Northern Bank & Trust Company

Northern Bank is committed to offering practical financial solutions to customers to help them achieve their personal and business goals. With assets over $3 billion and 13 locations in Middlesex County, the bank works closely with entrepreneurial customers nationwide. Being an FDIC member and Equal Housing Lender, Northern Bank offers a range of financial services from deposits to loans. Visit the website for more information on online banking services or follow Northern Bank on social media for updates.