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Customer Service Operations Leader

2 months ago

Ridgewood, United States Ridgewood Full time
Estimated Salary: $85,000-$110,000 Annually.

Key Responsibilities:
  • Lead and manage a team of customer service representatives, establishing clear performance benchmarks and objectives for professional development.
  • Support the Digital Channels Officer in overseeing the daily operations of the contact center, focusing on business growth and service excellence.
  • Collaborate with the Retail Banking division to effectively maintain and enhance cross-channel deposit relationships.
  • Supervise staff to ensure compliance with organizational service level agreements (SLAs).
  • Foster a positive work environment within the contact center that encourages teamwork, respect, empowerment, and transparent communication.
  • Identify and mitigate potential fraud by analyzing unusual customer behaviors and working with key stakeholders to refine fraud prevention policies and procedures.
  • Utilize data analytics to gain insights from contact center metrics and key performance indicators (KPIs), leading initiatives for continuous improvement.
  • Provide management with recommendations based on analytical findings and assist in their implementation.
  • Ensure compliance with contact center policies, procedures, and regulatory standards.
  • Conduct regular performance assessments, offering coaching and feedback to team members while identifying training opportunities to enhance overall performance.
  • Work collaboratively with other departments to address customer inquiries and resolve escalated issues, improving the overall customer experience.
  • Review and approve daily operations and reports to ensure adherence to organizational policies and procedures.
  • Stay informed about industry trends, best practices, and emerging technologies relevant to contact center operations.
  • Assist the contact center by handling inbound calls during peak volume periods.
  • Achieve performance targets through effective recruitment, selection, training, coaching, and disciplinary actions; manage scheduling and payroll; enforce policies and procedures.
  • Engage in special projects and assignments as necessary.
  • Availability to work evenings and weekends as required.
Qualifications:
  • 3-5 years of experience in contact center management.
  • Demonstrated leadership, management, and motivational capabilities.
  • Familiarity with contact center technologies, including automatic call distribution (ACD), workforce management, and quality assurance.
  • Maintain current knowledge of and comply with all relevant state and federal regulations, including the Bank Secrecy Act, Consumer Privacy, and Fair Lending laws.
  • Ability to thrive in a fast-paced environment and adapt to change effectively.
  • Strong analytical and organizational skills with attention to detail and the ability to manage multiple tasks simultaneously.
  • Excellent written and verbal communication skills, capable of simplifying complex topics for both banking and non-banking personnel.
  • Proven project management skills and experience in cross-departmental collaboration.
  • A four-year college degree is preferred.
  • 3-5 years of experience in Electronic Banking is advantageous.
  • Proficient in Microsoft Office Suite (Outlook, Excel, Word, PowerPoint).
  • Knowledge of mobile and desktop operating systems.
  • Strong interpersonal skills and ability to work collaboratively within a team.