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JOB REQUIREMENTS: At Associated Bank we strive to create an inclusive culture where different perspectives are valued and recognized as strengths critical to our success. If you thrive in an environment where your growth and development are encouraged and supported, then Associated Bank may be the right place for you. The Vice President, Customer Care Support and Insights Manager is responsible for managing a team of analysts and systems/support professionals who provide support to all leaders and colleagues across a multi-site contact center to ensure a best in class, efficient, and customer focused operation. They are responsible for all shared services and operations across centers including scheduling, reporting, problem resolution, incident management, business resumption, and systems support for all applications utilized in our Customer Care/Contact Center division. They provide operational data and interact with multiple business line leaders that Customer Care supports (Retail, Business, Corporate Banking, Wealth, Retirement, etc.). A critical focus for this leader will be to analyze data from multiple sources to provide customer and colleague insights to the Director of Customer Care to help inform the future strategic roadmap of the department. This will include continuous analysis of problem resolution cases, productivity, complaints, surveys, and other metrics that illustrate contact center performance. These insights will help improve the customer and colleague experience, limit risk, and drive efficiencies to reduce operational costs. They will work closely with their peers including the VP/Site Managers, VP/Quality &Training Manager, and VP/Consumer Affairs Manager to uncover these opportunities and execute strategies to improve operations across Customer Care. The Manager will provide the customer perspective (Voice of the Customer) and potential colleague impacts for all system upgrades, mergers/acquisitions, product changes, etc. This leader will work closely with leaders in IT, Vendors, and the Voice Channel Platform Support team to ensure the integrity, stability, and reliability of Customer Care systems and track and share any system outages and customer/colleague impacts. Job Accountabilities * Manage, coach, and develop a high performing team of support professionals to run a best in class contact center operation across multiple contact center sites. Provide leadership, coaching, mentoring, and... For full info follow application link. The employment policy of Associated Banc-Corp, and its subsidiaries and affiliates (""Associated"") provides equal opportunity to all persons. We support a diverse and inclusive work environment where colleagues are respected, treated fairly, and given equal opportunities to perform to their fullest potential. We believe it is only with a diverse and inclusive workplace that the organization can truly perform at its best, carry out its vision, and make a difference for the communities we serve. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/06703741F7FC4542
