Sr. Contact Center Manager - Banking Support - Troy, MI (Preferred) or REMOTE - Work from home United States
Flagstar Bank FSB

Troy, Michigan

Posted in Banking

This job has expired.

Job Info

Job Summary
The Senior Contact Center Manager is responsible for the strategy and oversight of Contact Center Operations teams. The Senior Manager provides direct leadership to Customer Service Supervisors and is responsible for assisting with the creation and execution of the department's short- and long-term strategy, including department goals, budget, initiatives, and resource allocation. The Senior Manager also partners closely with business unit partners to develop customer strategies resulting from new systems, processes, and/or acquisition/retention plans.

Job Responsibilities:

Strategy and Execution of Contact Center Operations

  • Help develop strategic plans and establish priorities to improve, monitor, and measure performance of operations teams.
  • Work with contact center management and associated business unit leaders to continuously assess and refine the call center strategic direction to align with growth and business objectives of the company and department.
  • Help meet contact center financial objectives by monitoring resource expenditures, analyzing variances, and initiating corrective actions.
  • Execute strategies to ensure achievement of contact center Key Performance Indicator goals (i.e. overtime, reduced shifts, real-time workforce coordination, etc.)
  • Partner with internal business units and/or vendors to successfully execute corporate initiatives with a strong focus on ensuring contact center readiness and external customer satisfaction.
  • Maintain subject matter expertise in Consumer Banking, Business Banking, Lending, and/or Servicing in order to effectively make decisions that optimize the customer experience and recommend macro-level process improvements.
  • Assist with the creation of call center presentations and provide insight on risks, solutions, and/or recommendations to Executive Management.

Process Improvement and Project Execution
  • Execute process improvements, customer experience improvements, and/or agent opportunities uncovered by the QA process, VOC feedback, and/or during 2nd level meetings
  • Participate as the "voice of the customer" and/or allocate and oversee resources for every bank initiative and/or system implementation involving customer change
  • Provide direction for new system implementations and/or changes made to contact center technology (IVR, CRM, Chat, Cisco)
  • Oversee the performance management process, including agent performance scorecards and incentives; continuously refine scoring methodology to encourage greater productivity and efficiency
  • Collect, analyze, and use data from contact center reports to identify trends/opportunities and execute process improvements

Leadership/Team Management
  • Oversee hiring of team members by conducting interviews and/or approving offers
  • Analyze and discuss agent and team-level performance with direct reports
  • Monitor team quality by overseeing PIPs, Warning Letters, discussions and/or employee termination
  • Develop direct reports and communicate key updates/initiatives and assigning projects; share job knowledge for continued development
  • Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.

Job Requirements:
  • Bachelors Degree or Comparable Work Experience Required (Business Administration, Management, or Human Resources preferred)
  • 10+ years of progressive work experience in Contact Center leadership role required (5+ years Banking support experience)
  • 5+ years of experience in optimizing onboarding for new hire agents
  • 5+ years of experience in workforce management optimization through creative "flex" schedules
  • 5+ years of experience in goal setting and performance management
  • 8+ years of management experience required
  • 5+ years of experience managing projects preferred
  • Proven ability to create short and long term strategic plans in support of company and department objectives with tactical execution.
  • Demonstrates ability to apply a broad and integrated perspective when planning, problem-solving, and assessing impact across functional areas.
  • Strong problem solving, team building, and project management skills.
  • Strong analytical/statistical background with ability to perform quantitative and qualitative analysis to analyze spend, identify and implement process improvement/savings opportunities, and measure ongoing performance against plan.
  • Significant experience in creation of reports, presentations, and business proposals.
  • Excellent written/oral communication skills, including strong presentation and facilitation skills.
  • Proven experience in successfully mentoring staff and strength in organizational development.
  • Must be customer-oriented, self-motivated, entrepreneurial, and innovative.
  • Must have ability to juggle multiple competing priorities and adapt to constantly changing business environment.
  • Proven ability to drive performance and results.
  • Experience and credibility as a strategic partner with the ability to influence and gain acceptance of ideas/plans with leaders at all levels of an organization, and work across several businesses with differing cultures.
  • The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.

Candidate Location: Troy, MI or Detroit Metro Area preferred.

Internal Use Only - Job Band D

This job has expired.

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