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 improvement, and personal excellence.
• Provides team motivation and development to maximize employee and customer satisfaction.
• Monitors and adjusts operations to ensure adherence to service level standards and company / department policies and procedures.
• Acts as an escalation point for resolving the most difficult customer issues.
• Communicates key messages effectively to ensure that direct reports are informed of process changes.
• Communicates with clients and other departments to ensure quality service delivery and customer satisfaction.
• Serves as project leader or subject matter expert.
• May be assigned other job duties and or responsibilities with or without prior notice.
• May serve as a backup to more senior customer service management in their absence.

Qualifications

Works under general direction of senior contact center management. To be successful in this position, an individual must be able to perform each essential duty satisfactorily.

The requirements listed are representative of the knowledge, skills, and / or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Customer Service Skills

• Able to support and lead others to provide superior service to new and existing bank customers.
• Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
• Coaches and supports a level of service which will clearly differentiate us from our competitors.
• Able to build and retain customer relationships. Able to identify customer concerns or needs, resolve the inquiry or recommend best solution, expedite the correction or adjustment and follow up to ensure resolution.
• Partners with other departments to reach mutually satisfactory resolution of customer issues and to identify processes or procedures that can be changed to improve future customer experiences.

Interpersonal Skills

• Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Possesses clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to bank employees and bank customers.
• Ability to work under pressure.
• Ability to be collaborative with co-workers and employees.
• Ability to maintain confidentiality.

Technical Requirements

• Ability to use a personal computer with experience using Microsoft Office products, web browsers and operating systems.
• Ability to type with speed and accuracy.
• Able to compose emails and chat responses clearly and concisely to address team and customer inquiries.
• Able to operate standard office equipment, including phones, computer and peripherals.

Other Requirements

• Excellent oral and written communication skills.
• Strong organizational and prioritizing skills.
• Firm grasp of spelling, grammar and email etiquette
• Must be detail-oriented and customer-driven, focusing on providing the highest quality service to WesBanco customers.
• Strong time management skills. Able to multi-task in a fast-paced environment
• Willingness to work additional hours if needed. Ability to work outside of normal banking hours.
• Demonstrated analytic and root cause analysis skills for process improvement initiatives.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees;

planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Physical Demands

This position requires long periods of sitting in one area while on the telephone and in front of a computer screen. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Last updated : 2024-05-11