Old National Bank
Contact Center Director
Old National Bank, Evansville, Indiana, United States, 47725
Contact Center Director
Job Locations
US-IN-Evansville
Category/Function
Call Center
Position Type
Regular Full-Time
Requisition ID
2024-15429
Workplace Type
On Site
Overview
Old National Bank has been serving clients and communities since 1834. With $50 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. Our team members are our greatest asset, and we continually invest in their growth and development. We offer a variety of
Impact Network Groups
led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We are currently seeking a Contact Center Director that oversees the strategic direction, operations, and performance of our international and domestic contact center teams. This role is critical in driving quality performance, customer satisfaction, improving efficiency, and fostering a culture of continuous improvement. The Senior Director will lead a team of supervisors, ensuring that all customer interactions are handled efficiently and effectively, in line with company standards and goals. Key Accountabilities Leadership & Strategy Develop and implement strategies to optimize contact center operations which align with company goals and that include domestic and international locations and operational support teams.
Lead, mentor, and develop a team of supervisors, fostering a high-performance culture, inclusive of domestic and international associates and partners. Establish KPIs and performance metrics to monitor success and drive continuous improvement. Development, delivery and execution of 3-year strategy roadmap. Innovation and AI Drive the adoption of AI and machine learning technologies to enhance the contact center operations and customer interactions and operationally efficiencies Explore and implement forward-looking solutions and stay abreast of emerging trends and advanced technologies Operational Excellence Ensure the Contact Center operates efficiently with a focus on customer satisfaction, quality, and cost-effectiveness. Oversee resource planning, including workforce management, budgeting, and forecasting to meet operational needs. Implement and optimize technology solutions to enhance customer interactions and streamline processes. Vendor Management: Oversee relationships with external vendors, ensuring that services provided meet or exceed expectations. Monitor vendor performance and address any issues or discrepancies promptly. Ensure vendors align with the company's quality standards and operational requirements. Quality Management and Reporting and Analysis: Develop and implement quality assurance programs to ensure all customer interactions meet high standards. Regularly review and update quality metrics, procedures, and training programs. Lead initiatives to continuously improve quality, including root cause analysis of any deficiencies and corrective actions. Provide regular performance reports to senior leadership, highlighting achievements, challenges, and action plans. Analyze operational data to drive informed decision-making and strategic planning. Key Competencies for Position Strong leadership and team management skills. Excellent communication and interpersonal abilities. Strategic thinker with the ability to drive operational excellence. Proficient in contact center technologies and analytics tools. Strong problem-solving skills with a focus on continuous improvement Qualifications and Education Requirements Bachelor's degree in management or related field required Minimum of 8-10 years' contact center experience, preferably with international call center experience. Ability to leverage and to develop and maintain Key Performance Indicators (KPIs) to measure and improve team performance Expert communicator and analytical thinker, and ability to negotiate and resolve conflict In-depth knowledge of call center technologies and other business systems Proven track record of meeting performance targets Excellent communication and leadership skills Strong problem-solving and analytical skills Ability to work in a fast-paced environment and adapt to changing circumstances Key Measures of Success/Key Deliverables: Strategic Goals Achievement -
Regularly review process toward long-term strategic goals Successful deliver new projects and initiatives on time, within scope and with measured desired impact
Innovation and IA
Track the implementation and utilization of AI drive tools Measure improvements in productivity and financial and operational benefits gained from AI investments
Operational Efficiency
Establish top quartile targets that measure the productivity and performance of service levels
Customer Satisfaction and Experience -
Establish and execute targets that reflect industry leading best practices and regularly measure (CSAT, FCR, CES and NPS)
Financial Performance
Ensure operations stay within the allocated budgets while still achieving performance goals Cost Saving Initiatives: measure the success of the initiative
Reporting and Analytics
Ensure regular and accurate data to senior leadership Data-Driven Decision Making - Track how effectively operational data is used to drive decisions.
Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, to fill a specific position Our culture is firmly rooted in our core values. We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical. We are Old National Bank. Join our team! Need help finding the right job?
We can recommend jobs specifically for you! Click here to get started.
If you're qualified for a position but need additional help with the application because of a disability, please email HRservices@oldnational.com (This email will respond to accommodation requests only.)
Job Locations
US-IN-Evansville
Category/Function
Call Center
Position Type
Regular Full-Time
Requisition ID
2024-15429
Workplace Type
On Site
Overview
Old National Bank has been serving clients and communities since 1834. With $50 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving. Our team members are our greatest asset, and we continually invest in their growth and development. We offer a variety of
Impact Network Groups
led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We are currently seeking a Contact Center Director that oversees the strategic direction, operations, and performance of our international and domestic contact center teams. This role is critical in driving quality performance, customer satisfaction, improving efficiency, and fostering a culture of continuous improvement. The Senior Director will lead a team of supervisors, ensuring that all customer interactions are handled efficiently and effectively, in line with company standards and goals. Key Accountabilities Leadership & Strategy Develop and implement strategies to optimize contact center operations which align with company goals and that include domestic and international locations and operational support teams.
Lead, mentor, and develop a team of supervisors, fostering a high-performance culture, inclusive of domestic and international associates and partners. Establish KPIs and performance metrics to monitor success and drive continuous improvement. Development, delivery and execution of 3-year strategy roadmap. Innovation and AI Drive the adoption of AI and machine learning technologies to enhance the contact center operations and customer interactions and operationally efficiencies Explore and implement forward-looking solutions and stay abreast of emerging trends and advanced technologies Operational Excellence Ensure the Contact Center operates efficiently with a focus on customer satisfaction, quality, and cost-effectiveness. Oversee resource planning, including workforce management, budgeting, and forecasting to meet operational needs. Implement and optimize technology solutions to enhance customer interactions and streamline processes. Vendor Management: Oversee relationships with external vendors, ensuring that services provided meet or exceed expectations. Monitor vendor performance and address any issues or discrepancies promptly. Ensure vendors align with the company's quality standards and operational requirements. Quality Management and Reporting and Analysis: Develop and implement quality assurance programs to ensure all customer interactions meet high standards. Regularly review and update quality metrics, procedures, and training programs. Lead initiatives to continuously improve quality, including root cause analysis of any deficiencies and corrective actions. Provide regular performance reports to senior leadership, highlighting achievements, challenges, and action plans. Analyze operational data to drive informed decision-making and strategic planning. Key Competencies for Position Strong leadership and team management skills. Excellent communication and interpersonal abilities. Strategic thinker with the ability to drive operational excellence. Proficient in contact center technologies and analytics tools. Strong problem-solving skills with a focus on continuous improvement Qualifications and Education Requirements Bachelor's degree in management or related field required Minimum of 8-10 years' contact center experience, preferably with international call center experience. Ability to leverage and to develop and maintain Key Performance Indicators (KPIs) to measure and improve team performance Expert communicator and analytical thinker, and ability to negotiate and resolve conflict In-depth knowledge of call center technologies and other business systems Proven track record of meeting performance targets Excellent communication and leadership skills Strong problem-solving and analytical skills Ability to work in a fast-paced environment and adapt to changing circumstances Key Measures of Success/Key Deliverables: Strategic Goals Achievement -
Regularly review process toward long-term strategic goals Successful deliver new projects and initiatives on time, within scope and with measured desired impact
Innovation and IA
Track the implementation and utilization of AI drive tools Measure improvements in productivity and financial and operational benefits gained from AI investments
Operational Efficiency
Establish top quartile targets that measure the productivity and performance of service levels
Customer Satisfaction and Experience -
Establish and execute targets that reflect industry leading best practices and regularly measure (CSAT, FCR, CES and NPS)
Financial Performance
Ensure operations stay within the allocated budgets while still achieving performance goals Cost Saving Initiatives: measure the success of the initiative
Reporting and Analytics
Ensure regular and accurate data to senior leadership Data-Driven Decision Making - Track how effectively operational data is used to drive decisions.
Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles. As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law. We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, to fill a specific position Our culture is firmly rooted in our core values. We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical. We are Old National Bank. Join our team! Need help finding the right job?
We can recommend jobs specifically for you! Click here to get started.
If you're qualified for a position but need additional help with the application because of a disability, please email HRservices@oldnational.com (This email will respond to accommodation requests only.)