About the role
Description
The Sr. Contact Center Manager is responsible for overseeing and managing the overall performance and strategic direction of the Contact Center. This role will lead managers and frontline team members within the department to ensure the delivery of exceptional member service and operational excellence. The Sr. Contact Center Manager will develop and implement strategies to enhance member satisfaction, optimize processes, and drive performance improvements. Additionally, this role will collaborate with senior leadership to align Contact Center initiatives with broader company goals and foster a culture of continuous improvement, engagement, and high performance.
Provide strategic direction and leadership to the Contact Center Managers and frontline employees
Foster a positive, inclusive, performance-driven culture
Develop and implement long-term strategies to achieve operational goals and enhance member satisfaction
Align Contact Center objectives with overall company strategy and vision
Monitor and analyze key performance metrics to ensure the Contact Center meets or exceeds service standards
Identify areas for improvement and implement performance enhancement initiatives
Mentor and develop managers and frontline staff, providing routine check-ins, monthly coaching, training, and career development opportunities
Evaluate and implement technology solutions to enhance Contact Center operations, polices, procedures, improve workflows and member interactions
Collaborate with other departments to ensure seamless member interactions and share insights for business improvement
Communicate effectively to senior leadership, providing regular updates on Contact Center performance and strategic initiatives.
Stay informed about industry trends and best practices to enhance Contact Center operations and strategies
Conduct performance evaluations and manage performance improvement plans as needed
Foster a positive organization culture that promotes diversity, equity, and inclusion and promote engagement based on the GALLUP definition and measurement for employee engagement.
Review all activities for compliance with Bank Secrecy Act/ Anti-Money Laundering/ Office of Foreign Assets Control regulations and participate in annual training as required by the BSA/OFAC Compliance Officer.
Perform other related duties as assigned.
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Requirements
A bachelor’s degree is preferred. Must have a minimum of 5 years of experience in Contact Center operations or a member service management role at a financial institution and at least 2 years’ experience in a leadership role, overseeing teams and managers. Time spent in a lending and/or sales role with understanding of lending/sales processes and strategies is highly preferred. Familiarity with Contact Center technologies, and performance analytics tools is required along with an understanding of industry best practices, emerging trends, and compliance regulations. Experience with all or some of the following preferred: Glia, Sync-1, CU*Answers, Quick Assist, Hyosung ITMs.
Strong listening and communication skills (oral & written)
Strong ability to lead, motivate, and manage a diverse team to achieve goals and foster a collaborative work environment
Deep understanding of member needs and a commitment to delivering outstanding member experiences
Ability to develop and implement long-term strategies aligned with company objectives and member service excellence
Strong problem-solving skills to address challenges and implement effective solutions promptly
Expertise in optimizing processes, improving efficiencies, and managing resources to achieve operational excellence
Proficiency in analyzing performance metrics, identifying trends, and making data-driven decisions to improve operations
Ability to adapt to changing business needs and handle multiple priorities in a fast-paced environment
Leadership and emotional intelligence
High degree of attention to detail
Conduct and dress oneself in a professional manner