Vice President, Contact Center Operations

Vice President, Contact Center Operations

About the Company

Prominent operator of regional banks

Industry
Banking

Type
Public Company

Founded
1846

Employees
1001-5000

Categories

• Banking
• Financial Services
• Banking & Mortgages
• Consulting & Professional Services
• Banks
• Berkshire
• Finance

Specialties

• banking
• personal banking & small business
• mortgages
• home equity lines and personal lending
• relationship banking (mybanker and private banking)
• commercial banking and lending
• wealth management and investments
• and government & municipal banking

About the Role

The Company is seeking a VP, Contact Center Operations to oversee the training, quality assurance, workforce management, and overdraft education program within its customer support center. The successful candidate will be responsible for maintaining a comprehensive knowledge of relevant regulations and internal policies, as well as assisting in the creation of a quality assurance strategy and call monitoring process. Key accountabilities include providing support in the administration of the quality assurance strategy, delivering a top-tier quality monitoring and coaching program, and ensuring the maintenance and delivery of the customer support network training program. The role also involves forecasting and scheduling customer support teams, providing leadership to new staff, and staying abreast of industry trends and best practices. Candidates for this role at the company should have a minimum of 3 years' banking experience and at least 5 years' in call center management. An associate degree is required, with a bachelor's degree being a plus. The ideal candidate will have a proven track record in managing high-traffic call centers, developing metrics and benchmarks, and implementing performance improvement programs. Strong leadership, interpersonal, and analytical skills are essential, as is the ability to manage, develop, and motivate staff. The role demands a flexible work schedule and the ability to cover extended hours for training or staffing issues. The VP, Contact Center Operations will also be expected to ensure compliance with all relevant banking laws and regulations.

Hiring Manager Title
FVP, Director of Contact Center Operations

Travel Percent
Less than 10%

Functions

• Operations
• Strategy
• General Management