Customer Care Center Director

1 week ago


Newark, Delaware, United States Park National Bank Full time
Job Summary

We are seeking a highly skilled and experienced Customer Care Center Director to lead our team in delivering exceptional customer service and driving business growth. As a key member of our leadership team, you will be responsible for spearheading strategic planning, executing market-leading call center operations, and fostering a culture of excellence.

Key Responsibilities
  • Strategic Planning and Execution: Develop and implement strategies to enhance customer servicing, improve quality management, and drive continuous improvement in customer experience.
  • Team Leadership: Lead and inspire a high-performing team through effective workforce planning, recruiting, coaching, and training, fostering a culture of excellence with a commitment to staff development, employee engagement, and service knowledge.
  • Quality Assurance: Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
  • Financial Management: Responsible for the development and administration of the annual department budget to attain business goals with operational stability.
  • Metrics and Performance: Develop and utilize metrics to ensure customer satisfaction and manage statistical performance levels related to the call center.
  • Organizational Development: Develop and maintain an effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.
  • Compliance and Risk Management: Ensure compliance with regulatory requirements and Park's risk management principles by proactively identifying risks and implementing mitigating controls.
Competencies
  • Strategic Planning and Decision Making
  • Demonstrated Ability to Champion Change
  • Connects Organization to Industry and Community
  • Set and Convey Vision and Strategy
  • Innovation and Creativity
  • Results-Oriented
  • Leadership/Management Skills
  • Ability to Build Collaborative Relationships
  • Ability to Influence Others
  • Ability to Develop or Mentor Others
  • Values and Seeks Out Diversity, Equity, and Inclusion
  • Demonstrated Empathy and Respect for Colleagues
  • Demonstrated Active Listening Ability
  • Demonstrated Ability to Deliver Clearly Defined Expectations
  • Demonstrated Ethics and Integrity
  • Demonstrated Drive and Purpose
  • Demonstrated Capacity to Learn
  • Demonstrated Adaptability
Travel and Physical Requirements

Travel between Customer Care Center call center locations in Newark Ohio and Mt. Vernon Ohio is to be expected. This position must be able to remain in a stationary position 75% of the time, constantly operate a computer, and be able to be in constant communication with customers and coworkers to discuss and observe account information in order to exchange accurate information.



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