Manager, Customer Contact Ctr.

GENERAL DESCRIPTION OF POSITION:

Manages and supervises the Customer Contact Center including overseeing training and development opportunities to the Contact Center and iTeller staff. The scope of the Contact Center includes handling all inbound main-number calling, answering and directing all customer-related support calls and inquiries. and providing Personal Teller support for the ITM network.

The Contact Center Manager plans, directs, manages, and evaluates team performance to ensure customers and employees are receiving a high level of service. Ensures professional and courteous support services are delivered. Promotes a productive and positive relationship with customers. Serves as an escalation point for resolving the most difficult customer issues. Coordinates customer service activities with other internal functions, makes decisions regarding personnel actions and activities, and oversees cross-training of staff on bank policies, deposit operations, and banking regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Oversee the team of Contact Center and iTeller employees who handle customer and employee service inquiries and problems via the phone, Interactive Teller Machines (ITM), chat/direct messaging, and/or e-mail. Monitors operations to ensure adherence to service level standards and company/department policies and procedures. Ensures adequate phone coverage, including making decisions regarding scheduling changes. Acts as an escalation point for resolving the most difficult customer issues. Evaluates the quality of Customer Service employees' calls with customers; provide feedback to the representatives on strengths and areas of improvement.

Communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction. Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.

Provides coaching and mentoring to Call Center and iTeller teams, including the team leaders and representatives. Evaluates and recommends streamlining opportunities and process improvements, implementing those that are selected. Track and report contact center performance against objectives and goals (i.e. quality. call volume, customer satisfaction, etc.) Manages the Call Center ticketing system to ensure that tickets are handled appropriately and dosed in a timely manner.

Qualifications

EDUCATION AND EXPERIENCE:

High school or GED plus specialized schooling and/or on the job education in a specific skill area; e.g. data processing, clerical/administrative, equipment operations, etc.

EXPERIENCE GENERAL

4 years related experience and/or training.

Additional Information:

Must provide service with HEART to internal and external customers.