This job has expired, please see additional jobs below
Contact Center Manager
Citizens Bank
Johnston, RI, United States
Job Details - this job has expired, please see similar jobs below
Description
Contact Center Manager manages the day-to-day activities of a team. Creates/coaches to a customer focused environment that motivates and empowers teams to deliver high quality customer service and sales to increase customer satisfaction and enhance customer relationships. Contact Center Manager is responsible for developing ongoing relationships with managers of key areas to ensure quality service is being delivered to our customers. Displays a sense of optimism, rewards and celebrates success and is responsible for relaying bank’s vision into action for the team. Rewards and celebrates success.
Displays a sense of optimism about their ability and their team’s ability to achieve results. Assists with identifying training needs and delivering appropriate training to staff. Responsible for the professional development of a team of senior level agents. Ensure agents recognize appropriate sales opportunities during the course of problem resolution. Makes hiring decisions, writes and completes performance reviews, and reward and recognition of employees under supervision.
Researches and assists in resolving complex customer issues. Researches and resolves routine operational issues. Develop policies and procedures. Provide individual and team support for special projects. Uses insights into customer needs to recommend solutions to business problems. Analyzes and prepares reports for management on team goal achievement, workflow, productivity and performance. Systematically views options and thinks quickly to resolve issues. Responsible for developing ongoing relationships with managers of key areas to ensure quality service is being delivered to our customers. Responsible for relaying banks vision into action for team.
Leadership Accountabilities:
Business Management & Planning: Implement and deliver the business plans and targets. Plan, allocate and organize team resources to meet the business plan.
Process/Continuous Improvement: Identify and respond to ideas for process improvement from team members and facilitate and undertake capitalized continuous improvement activities. May include project participation.
Customer Service: Be a role model to drive a customer service values and effective management of customer concerns and issue resolution. To set expectations of customer service excellence delivery and ensure all department SLAs are met and/or exceeded.
Risk Management: Identify and manage the risk, minimizing the outcome and escalating where appropriate. Stakeholder Management: Develop and maintain effective working relationships. Partner with other department and / or divisions with common goals.
Managing Change: Proactively identify opportunities for change which will add value to the achievement of business objectives and enhance the customer experience. Be flexible to react and/or implement change initiatives.
Team Leadership: Develop, plan, and implement activities that will enable a highly motivated and highly performing team to deliver team objectives.
Recruitment & Induction: Identify hiring needs and make hiring decisions. Manage the new hire orientation process for new team members.
Team Development: Create, plan and implement activities that will support the development of team members.
Performance Management: Ensure team meets agreed service levels, Coach and develop staff, Review and follow-up with each individual’s performance to ensure they meet their specific objectives and that they have the right knowledge, skills and behaviors. Ensures that direct reports have clear objectives and targets linked to business objectives and appropriate behaviors ("what" is expected and "how" they are expected to achieve objectives).
Qualifications
• Thorough knowledge of products and services
• World class customer service and expert in problem resolution
• Strong coaching abilities - takes responsibility for coaching people to drive performance and sales improvement
• Leadership skills that foster collaboration, respect and harmony amongst team. Builds a climate that values collaborative/innovative thinking
• Excellent time management skills; goal driven with a desire to exceed sales and productivity goals - including meeting day to day business needs
• Uses personal development plans to help individual review development and measure improvements in performance
• Advanced problem solving skills/ability to negotiate through difficult situation with customer recovery as end result
• Excellent verbal, written and interpersonal skills
• Ability to multi-task and work independently in a fast paced work environment
• Excellent knowledge of Office products
• Sets challenging and measurable goals and targets for others
• Expresses confidence in the capability of self and others to achieve
• Uses appropriate communication channels to keep people informed
• Enables the expression and understanding of others emotions and perspectives
• Empowers others to broaden the scope of their responsibility to deliver excellence
• Recognizes the dynamics of problems, issues and situations (taking account the different interests and perspectives at play)
• Recognizes and values different contributions from colleagues
• Sales Achievement and Leadership Excellence certification
• High School or Equivalent required, Associate Degree preferred or 3-5 Years of Customer Service/Sales management Experience in lieu of Degree
• 3 – 5 years Supervisor Experience, banking and or operations
• Demonstrated customer service sales experience
• Demonstrated coaching skills
• Contact Center experience preferred
• Hours: Monday-Friday 8:00am-4:30pm
• Why Work with Us
At Citizens, you’ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth.
• Equal Employment Opportunity
It is the policy of Citizens Bank and Citizens Securities, Inc. to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status, marital or domestic partner status, or any other category protected by federal, state and/or local laws.
Equal Opportunity & Affirmative Action Employer Disabled/Veteran
Citizens Bank is a brand name of Citizens Bank, N.A. and each of its respective subsidiaries, and Citizens Bank of Pennsylvania.