Contact Center Manager

GENERAL PURPOSE SUMMARY Lead and optimize the bank’s Contact Center Unit (unit) to deliver high-quality, efficient, and compliant service across all customer interaction channels (phone, email, and digital platform). Ensures alignment with the bank’s strategic objectives by driving customer satisfaction, operational excellence and team performance while maintaining strict adherence to regulatory and security requirements by performing the following essential duties and responsibilities: ESSENTIAL DUTIES AND RESPONSIBILITIES Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Manages daily operations of Contact Center; ensures service levels (SLAs), response times, and quality standards are consistently met. Partners with Contact Center Supervisors to manage staffing levels, scheduling, and workforce planning to align with call volumes and business needs. Drives initiatives to improve customer satisfaction (CSAT), Net Promoter Score (NPS) and first-call resolution. Handles escalated customer issues and ensures timely, effective resolution. Provides leadership, direction, coaching and development to supervisors and agents to achieve desired performance outcomes. Establishes clear performance expectations, service standards and accountability measures that are aligned with the bank’s customer experience strategy. Tracks key performance indicators (KPIs) such as average handle time, service levels, abandonment rate, and quality scores. Prepares and presents performance reports to senior management and makes recommendations to improve department performance. Leads the team in identifying and reconciling inefficiencies and implements process improvements, automation, or technology enhancements. Leads continuous improvement initiatives and liaises with other bank departments as needed for system and programing issues. Oversees the unit’s systems, such as CRM, telephony, or IVR (voicemail) platforms. Collaborates with other departments to implement system upgrades. Collaborates with branch administration, digital banking, compliance, and IT to improve customer experience and service offering. Ensures adherence to banking regulations, internal policies, data privacy laws, and security standards. Partners with compliance and other administrative teams to implement controls and audit readiness. Ensures team is strictly adhering to the bank’s security procedures for customer identification and red flag identification. Notifies appropriate areas and takes immediate action if fraud is suspected or identified. Keeps current with pertinent banking laws and regulations, including but not limited to Reg. DD, Reg. CC, Reg. E, Bank Secrecy Act, Community Reinvestment Act, and Right to Financial Privacy Act, FDIC deposit insurance, and Reg. Z. Performs other work-related duties as assigned by supervisor. COMPLIANCE EXPECTATIONS Ensure business unit’s operations comply with bank policy, procedures, and banking regulations (for business unit heads). Ensure you and your delegates have adequate and current compliance training, and ensure training is completed on time. Stay updated on relevant laws and regulations. Ensure you and your delegates comply with the bank’s policies, procedures, laws and regulations. Maintain customer confidence and protect the bank’s operations by you and your delegates identifying and protecting confidential information. SUPERVISORY RESPONSIBILITIES Manages the Contact Center Unit. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.