Customer Experience Manager

2 months ago

Merrillville, Indiana, United States Peoples Bank Full time
Job Description

Job Title: Customer Solutions Center Director

Company: Peoples Bank

About the Role:

The Customer Solutions Center Director will lead and manage a team of customer service representatives within a contact center environment that supports digital banking, treasury management, and general banking inquiries. This position is responsible for developing and executing strategies to optimize operations, enhance customer satisfaction, and meet performance metrics such as customer satisfaction, net promoter score, and call response times.

Key Responsibilities:

  • Team Leadership: Lead a team of customer service representatives in a fast-paced contact center environment.
  • Customer Experience: Foster a positive and inclusive work environment that promotes teamwork, collaboration, and employee engagement.
  • Performance Optimization: Provide ongoing mentoring of customer service representatives to improve performance and to achieve individual and team goals.
  • Quality Assurance: Establish and maintain quality assurance procedures to ensure consistency, accuracy, and provide exceptional customer service delivery. Identify deficient areas and work with stakeholders to execute improvements.
  • Training and Development: Develop and implement training programs to ensure that team members are equipped with the knowledge and skills to effectively assist customers, while continuously assessing staff skill levels and areas for improvement.
  • Escalated Issues: Handle escalated customer issues with professionalism and empathy. Collaborate with other departments to address customer needs and resolve issues in a timely manner.
  • Scheduling: Create and manage schedules to ensure proper coverage during peak call hours and adherence to break schedules.
  • Customer Success: Develop and execute long-term customer success strategy and roadmap. Implement strategies to optimize team operations and enhance customer satisfaction.
  • Metrics and Reporting: Track and monitor metrics such as call volume, response times, and customer satisfaction score. Prepare reports and presentations for leadership on key metrics for management review and decision-making.
  • Industry Trends: Stay updated on industry trends and best practices in contact center management to continuously improve processes and procedures.
  • Technology and Software: Oversee the use of contact center software and technology to optimize efficiency and customer experience.
  • Communication: Work with other departments and internal stakeholders for communicating initiatives and campaigns to customers.
  • Project Management: Serve as a member of project teams that impact the Customer Solutions Center and other bank projects as assigned.

Requirements:

  • Education: A bachelor's degree is preferred. High-school diploma or equivalent required.
  • Experience: A minimum of three years' experience in customer service, call center operations required.
  • Banking Experience: Prior three years of banking or financial services strongly preferred.
  • Management Experience: At least three years' experience managing teams or departments within a contact center setting required.
  • Certifications: Certified Call Center Manager (e.g., CCCM) or equivalent qualification is a plus.
  • Leadership Skills: Strong leadership abilities are essential. This includes the ability to motivate and manage a team, provide clear direction and guidance, and foster a positive and productive work environment.
  • Banking Knowledge: A solid understanding of banking products, services, and operations is highly desirable.
  • Technology Skills: Requires knowledge of various technologies used in call center operations.
  • Communication Skills: Proficient in MS Office (medium to advanced level), collaboration tools, and call center equipment/software programs required.
  • Adaptability: Must be adaptable and able to embrace change.
  • Problem-Solving Skills: Excellent problem-solving abilities, ability to multitask with strong time management, prioritization, and organizational skills.
  • Customer-Centric Mindset: A strong customer-centric mindset is essential, as the primary focus to ensure a positive customer experience.
  • Decision-Making Skills: The ability to analyze complex issues, identify solutions, and make informed decisions is crucial.
  • Communication Skills: Effective verbal and written communication skills including the ability to communicate clearly and professionally with customers, team members, and other stakeholders are necessary.
  • Continuous Learning: Must possess a strong willingness for continuous learning and growth.

About Us:

Peoples Bank is a cornerstone of customer commitment, helping our communities thrive and continuously supporting our community members. We uphold a tradition of delivering top-notch performance to our valued residents.

We are driven by a passion for fostering success within our customer base and communities. Anchored in our core values of Stability, Integrity, Community, and Excellence, we are committed to building strong partnerships with our customers and communities to help them achieve financial success.

We are an Equal Opportunity Employer of women, minorities, protected veterans, and individuals with disabilities.

We are an Equal Housing Lender/Member FDIC.

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