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Manager, Service Delivery

3 months ago

Phoenix, United States First Citizens Bank. Full time

**Overview**

This is a hybrid role, with the expectation that time working will regularly take place inside and outside of a company office.

This position is responsible for managing a team of associates (on premise and remote) who address questions and concerns regarding online banking, products, services, the company website, and related inquiries within the Customer Engagement Center (CEC), focused on delivering differentiated customer service, exceeding performance goals, managing performance, continuous improvement, and providing coaching and feedback. Ensures the quality, accuracy, and promptness of associate activities to uphold customer advocacy standards. This position will also have responsibility for the culture, engagement, and success of their team by ensuring direct reports are properly engaged, motivated, managed, coached, and developed to meet the expectations of their positions and support their career development ambitions.

**Responsibilities**
- Managerial Functions - Assesses daily work for accuracy, process improvements, and efficiencies. Establishes and monitors performance expectations to achieve company and department goals. Maintains detailed documentation on associate performance, coaching, feedback, and corrective measures. Ensures compliance with department policies and procedures. Manages the performance of assigned staff, including mentorship, training, development planning, and staff evaluations. Manages individuals on premise as well as remote.
- Operations Oversight - Manages CCC associates, operations, and customer service standards. Monitors call management software to manage KPI's real-time, ensure service levels are met and appropriate actions are taken to mitigate customer impacts and share customer challenges within the department and bank as appropriate. Manages complex issues, assist/escalated calls, and detailed research needs. Manages and reviews associate performance.
- Business Support - Assists in the development of internal procedures, policies, and work processes to achieve business goals. Serves as a liaison between the Contact Center and other internal departments, and branches. Maintains a strong knowledge of operations policies and procedures, and customer service programs. Partners with Workforce Management to ensure staffing and production remain at appropriate levels.
- Reporting - Analyzes CCC Performance Dashboard and reports to identify problem areas and ways to improve resource performance. Assists with aligning insights and opportunities for continuous improvement. Assists in the identification of agent training needs and supports the delivery of agent training for the CCC.

**Qualifications**
Bachelor's Degree and 2 years of experience in Financial services call center and leadership OR High School Diploma or GED and 6 years of experience in Financial services call center and leadership

Additional Required:

- 3 years experience contact center leadership
- 5% travel

Preferred:

- Financial Services (Banking) experience
- Contact Center Software
- Five9/Verint/Aceyus experience

If hired in California, the base pay for this position is generally between $32.74 and $50.20 per hour. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.