This position will work the following alternate shift:

A 4 day work week that includes Saturday, Sunday, Monday and one other weekday to be determined. The hours for this shift will be 9:00am to 8:00pm.

Summary

Responsible for day to day managing, directing, supervision and training of assigned contact center staff. Assist Customer Service Manager with oversight of daily activities and operations. Oversee multiple customer service teams handling customer inquiries via phone, email or chat. Responsible for ensuring a quality customer experience from start to finish. Monitor operations to ensure adherence to service level standards and bank/department policies and procedures.

Essential Duties and Responsibilities

Responsible for overall performance and productivity of direct reports.

Oversees teams of contact center supervisors and associates who are responsible for handling inbound call, chat and email communications with both internal and external customers.

Ensures adequate staffing to maintain service level standards, including recommending schedule changes to Operations Manager.

Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.

Evaluates the quality of customer service calls in cooperation with Operations Manager and Quality Assurance Manager; provides feedback to staff on strengths and areas for improvement.

Assists with performance appraisals, disciplinary actions, and interviewing prospects for openings.

Evaluates the quality of team member contacts from customers; provides feedback to them on strengths and areas for improvement. Provides coaching and mentoring to contact center associates and supervisors.

Assists with tracking and reports on contact center performance against objectives and goals (CX quality, call volumes, adherence to schedule, etc.).

Supports a culture of accountability, continuous improvement, and personal excellence.

Recognizes and provides feedback on trends and issues arising from callers and systems to Customer Service Managers.

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.

Responsible for department timekeeping and payroll submission to ensure correct entries.

Works closely with Customer Service Manager to ensure that support calls, emails, research and tickets are addressed by end of following business day.

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.

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.

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

This is primarily a work from home position. Remote work is available to employees in this role who satisfactorily maintain performance standards, have adequate and consistent internet access and a private work area where they can maintain confidentiality of customer information. 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