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Job Title - Department Customer Service Manager-Outbound - Customer Service Center Location This position is 100% remote within the Bank's footprint. Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely). Market Mid Atlantic Work Hours per Week 40 Requirements Bachelor's degree is preferable or a minimum 5 years of equivalent education, training, and work experience. Minimum of 5 years of experience of contact center related position in a service industry. Minimum of 3 years of experience in a supervisory or leadership role. Previous supervisory experience with a demonstrated ability focused on customer satisfaction, communication, and execution with a results focus. Considerable knowledge of bank products, services and business operations to enable resolution of customer inquiries. Experience managing to contact center metrics and CX (Customer Experience) goals. Job Description Summary Contact Center Managers are responsible for day-to-day activity within customer contact centers. The Outbound Contact Center Manager, focused on sales and outbound calling, leads teams to ensure overall contact center and campaign specific objectives are met, as well as striving for continual improvement through process and performance management. Essential Function Banking is a highly regulated industry, and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner. Essential Duties and Responsibilities include the following: Responsible for overall performance and productivity of direct reports. Supervise and lead a team of agents to achieve sales targets and performance metrics. Develop and implement training programs to ensure agents are well-versed in WesBanco products, compliance regulations and sales techniques. Monitor metrics, call quality, and compliance adherence through regular performance evaluations and coaching sessions. Identify areas for process improvement and implement solutions to streamline sales operations and enhance efficiency. Ensure all sales activities comply with banking regulations, WesBanco policies and procedures. Implement quality assurance measures to maintain high standards of customer service and sales excellence. Prepare and analyze sales reports, performance metrics, and KPIs to track progress and identify trends. Collaborate with other departments such as marketing, retail sales & service, compliance and IT to ensure alignment of sales strategies and initiatives. Champion a customer-centric approach to sales, ensuring a positive experience throughout the sales process. Oversee the budget for the sales operations, ensuring cost-effectiveness and ROI on sales initiatives and expenditures. Identify and mitigate risks associated with sales operations, compliance and regulatory changes in the banking industry. Assist customer service teams with customer requests for information. Recruit, build and motivate sales teams by regular monitoring of agents, sales reports to identify opportunity business performance, as well as, cross-functionally. Ensures adequate staffing to maintain service level standards, including making decisions on schedule changes. Responsible for performance appraisals, disciplinary actions, hiring/interviewing, recommendations for promotions and salary changes. Provides coaching and mentoring to contact center supervisors and team leads and periodically to associates and specialists. Drives a culture of accountability, continuous imp