Vice President, Contact Center Operations

Vice President, Contact Center Operations About the Company Prominent operator of regional banks IndustryBanking TypePublic Company Founded1846 Employees1001-5000 Categories BankingFinancial ServicesBanking & MortgagesConsulting & Professional ServicesBanksBerkshireFinance Specialties bankingpersonal banking & small businessmortgageshome equity lines and personal lendingrelationship banking (mybanker and private banking)commercial banking and lendingwealth management and investmentsand government & municipal banking About the Role The Company is seeking a VP, Contact Center Operations to oversee the training, quality assurance, workforce management, and overdraft education program within its customer support center. The successful candidate will be responsible for maintaining a comprehensive knowledge of relevant regulations and internal policies, as well as assisting in the creation of a quality assurance strategy and call monitoring process. Key accountabilities include providing support in the administration of the quality assurance strategy, delivering a top-tier quality monitoring and coaching program, and ensuring the maintenance and delivery of the customer support network training program. The role also involves forecasting and scheduling customer support teams, providing leadership to new staff, and staying abreast of industry trends and best practices. Candidates for this role at the company should have a minimum of 3 years' banking experience and at least 5 years' in call center management. An associate degree is required, with a bachelor's degree being a plus. The ideal candidate will have a proven track record in managing high-traffic call centers, developing metrics and benchmarks, and implementing performance improvement programs. Strong leadership, interpersonal, and analytical skills are essential, as is the ability to manage, develop, and motivate staff. The role demands a flexible work schedule and the ability to cover extended hours for training or staffing issues. The VP, Contact Center Operations will also be expected to ensure compliance with all relevant banking laws and regulations. Hiring Manager TitleFVP, Director of Contact Center Operations Travel PercentLess than 10% Functions OperationsStrategyGeneral Management

Created: 2024-11-13