Job Information
Ridgewood Savings Bank Contact Center Manager in Ridgewood, New York
Description
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.