Contact Center Operations Manager

1 week ago

Pittsburgh, Pennsylvania, United States First National Bank of Pennsylvania Full time
Primary Office Location: Pittsburgh, Pennsylvania. Lead Contact Center Operations:

Business Unit: Retail Operations

Reports to: Director of Contact Center Operations

Position Overview:

This position is responsible for executing the contact center strategic plan, leveraging KPIs and reporting to ensure all supervisors and teams meet or exceed productivity and customer experience expectations while fostering a highly engaged culture.

Key Responsibilities:

Deliver results against performance and customer experience objectives defined by the Contact Center performance expectations. Manage business metrics by supervisor and team to address outlier performance issues. Coordinate with peers and senior leadership to ensure consistency across all sites.

Conduct performance coaching and training for supervisors. Ensure effective execution of coaching and management routines by direct reports. Responsible for ensuring the overall employee experience, including on-boarding new hires and employee engagement, creates a favorable work environment.

Ensure department operations, policies & procedures, performance goals, and rewards and recognition programs are executed according to published policies and guidelines. Collaborate with cross-functional teams when appropriate.

Research, address, and document escalated customer inquiries or complaints to ensure effective resolution in a timely manner, providing feedback and coaching as necessary.

Ongoing personal development to ensure expertise of all banking products, services, and policies & procedures. Develop coaching and leadership skills.

Perform other related duties and projects as assigned.

All employees have the responsibility and accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing, and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required: High School or GED

Minimum # of Years of Job Related Experience Required: 7

Skills Required: Excellent communication skills, both written and verbal. Excellent customer service skills. Excellent organizational, analytical, and interpersonal skills. Ability to work and multi-task in a fast-paced environment. Detail-oriented. Ability to use a personal computer and job-related software. MS Excel - Basic Level. MS Word - Basic Level.

Licensures/Certifications Required: N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work: N/A

Equal Employment Opportunity (EEO): It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment-free workplace.

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