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Ridgewood

Contact Center Manager

Ridgewood, Ridgewood, NY

The Estimated Salary is $85,000-$110,000/Annually.

Duties and Responsibilities/Results:

  • Manage and lead a team of customer support professionals, setting clear performance expectations and goals for growth.
  • Assist the Digital Channels Officer with overseeing the day-to-day execution of the department's contact center, business development and service and support initiatives.
  • Partner with the Retail Banking division to effectively retain and deepen cross channel deposit relationships.
  • Oversee staff to ensure adherence to Bank SLAs.
  • Provide leadership in a Contact Center environment that promotes teamwork, employee respect, empowerment, and open communication.
  • Mitigate fraud by analyzing unusual customer behavior and collaborating with key partners to optimize fraud operation policy and procedures.
  • Gain insights from data by analyzing contact center metrics and KPIs. Lead improvement initiatives to ensure goals are met.
  • Make recommendations to management based on findings and assist to implement them.
  • Ensure adherence to contact center policies, produces and regulatory requirements.
  • Conduct regular performance evaluations, provide coaching and feedback to direct reports, an identify training needs to enhance individual and team performance.
  • Collaborate with other departments to resolve customer inquiries, and escalated issues to improve the overall experience of our customer.
  • Ensure the bank policies and procedures and being followed by reviewing and approving daily work and reports.
  • Stay updated on industry trends, best practices, and emerging technologies related to contact center
  • Supports Contact Center taking inbound calls during high call volume periods.
  • Accomplishes performance objectives by recruiting, selecting, training, coaching, counseling and disciplining employees; administering scheduling and completing payroll; enforcing policy and procedures.
  • Participates in special projects/assignments as needed.
  • Must be available to work evenings and weekends as required.


Job Specifications:

  • Three to five years of contact center management experience.
  • Proven and demonstrable leadership, management and motivational skills.
  • Working knowledge of contact center technology, including ACD, workforce management, and quality management.
  • Maintain up-to-date knowledge of and adhere to all state and feral regulations that pertain to this position including but not limited to Bank Secrecy Act, Consumer Privacy, and Fair Lending.
  • Must be experienced and comfortable working in a fast-paced environment and able to deal well with change.
  • Strong analytical and organizational skills with an attention to detail and demonstrated ability to multi-task.
  • Demonstrated ability in written and verbal communication and presentation skills, capable of explaining complex subjects in manageable pieces to Banking and Non-Banking staff.
  • Demonstrated strong project management skills and experience in cross-departmental efforts.
  • 4-year college degree preferred
  • 3-5 years of experience in Electronic Banking, preferred
  • Proficiency in Microsoft Office (Outlook, Excel, Work, and PowerPoint)
  • Knowledge of mobile and desktop device operating systems
  • Strong inter-personal, team and collaboration skills.