Manager, Contact Center Performance

2 weeks ago

Southington, United States Webster Bank Full time

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work

The Contact Center Senior Manager is responsible for leading the day-to-day operations of the front-line managers and colleagues by ensuring to meet the department goals, service level agreements and providing timely and effective support. Your strategic leadership will involve monitoring service quality and performance metrics, resolving escalated client issues, HR related issues, collaborating with business partners, analyzing data, identifying trends, implementing process improvements, and maintaining exceptional levels of client satisfaction. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer experience, and advocacy while promoting a positive and service-oriented culture within the organization.

Meet and exceed team goals and improve year-over year in all KPS’s in all KPI’s related to Exceptional Client Service, Risk Mitigation, Efficiency, Colleague Development

Evaluate and manage key performance criteria such as, adherence to procedures, quality of service ratings, and efficiency outputs, driving change where needed to maximize team productivity

Collaborate with training, transition manager & support manager to identify areas of improvement by identifying trends, improve processes and to enhance the overall customer service experience and with a goal of reducing the use of agent chat support.

Partners with Director, as an escalation point for complex client issues, VOC’s, complaints; diffusing disgruntled clients or handling issues that cannot be fielded by managers. Provide guidance with difficult calls or issues.

Develop weekly, monthly, and annual call center goals and action plans with each manager

Performance and development team-provide timely feedback and recognition, encourage career development through meaningful conversations, demonstrate a strong commitment to developing a robust talent pipeline and succession plan.

Foster a positive work environment-act as a role model and reinforce Webster values.

Lead and influence, setting tone for employees in support of Webster’s strong risk culture

Partners with HR on related colleagues’ performance and/or behavior issues

Mitigate operational risk by ensuring that policies and procedures are adhered to for production efficiency, safety, and compliance in conjunction with company and state/federal regulations and guidelines business objectives into clearly defined plans

Works in conjunction with Director as primary source for recruiting and interview selection process

Promoting all forms of diversity and inclusion in the workplace.

Plan and lead staff meetings and 1x1’s sessions and huddles designed to promote goal achievement and communicate essential information to managers

Ensure that Call Centers are capable and resilient in responding to planned and unplanned events and well positioned to ensure that regulatory standards are met

Analyze data, reviews reports, identify gaps, trends by performing call study reviews and working with Director on move forward plan

Other duties as assigned.

Hybrid schedule reporting to Southington, CT 3 days a week.

**Experience**:
Required 7-10 years of Contact Center, Leadership, and Quality Assurance

Proven track record of developing and coaching high performance service teams

Experience measuring employee a performance including coaching to all center metrics.

Some combination of coursework and experience, or extensive related professional experience, are eligible for consideration.

Experience measuring employee performance including coaching to call center metrics

Experience in public speaking in a formal or informal setting

Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint)

Foundational knowledge of Retail Banking products and services.

BA or BS preferred. Business Management or equivalent experience.

**Specific Skills**:
Leadership, coaching and performance management skills.

Strategically focused to support business requirements.

General knowledge of banking laws and regulations preferred.

Excellent written and verbal communication skills.

Demonstrated ability to develop and foster strong internal/external relationships with various levels within the organization.

Flexible in adapting to constantly changing priorities.

Confident at working independently

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