Contact Center Manager - NORTH SHORE BANK FSB - BROOKFIELD
BROOKFIELD, WI
About the Job
JOB REQUIREMENTS: Contact Center Manager LinkedIn Twitter Email Message
Share Job Location 15700 W Bluemound Rd, Brookfield, Wisconsin Tracking
Code 6230 Position Type Full-Time/Regular North Shore Bank is about
helping families thrive, businesses grow and communities flourish. We
are dedicated to championing our customers, empowering them to bank
their best life, and supporting the community we all share. And it's
our employees that make the difference. With offices located throughout
eastern Wisconsin and northern Illinois, we offer a work culture that
has been recognized as a Top Workplace twelve times by the Milwaukee
Journal Sentinel. As a mutual company, North Shore Bank isn't
publicly-owned, which means when we come to work every morning, our sole
focus is on providing high-touch service to our customers and employees,
and supporting our local communities. Are you looking for a company that
places long-term growth ahead of short-term profits? Where you can put
your customers first and think creatively to solve challenges? Where
respect, integrity and being true to your word are valued and rewarded?
This is the place. SUMMARY: The Contact Center Manager is responsible
for the management and leadership of the contact center and support
teams as well as, managing and supporting ongoing and specific
initiatives and/or programs of the Bank.This manager is responsible for
ensuring the overall performance of the Bank's central inbound and
outbound service and support teams are performing at a level conducive
to our branding message and brand image. ESSENTIAL DUTIES AND
RESPONSIBILITIES: Assists in developing and implementing current and
future contact center vision and strategy. Understands all policy and
procedure changes to ensure contact center team is always providing the
highest level of accurate information to external and internal
customers. Resolves escalated customer calls as necessary to ensure
customer satisfaction. Optimizes procedures for the effective use of
time of staff. Effectively supports, communicates, and recommends
changes related to technology, processes, and procedures necessary to
meet competition and changing customer needs/demands. Monitors and
analyzes both external trend information as well as internal reports on
call queues, skills-based routing, calls handled, hold times, volume by
call types, abandoned rates, and service level efficiencies, and makes
recommendations based on analysis of these trends and performance
indicators. Liaises with other department managers regarding
platforms/products/services supported by the contact center. Develops
and monitors monthly, quarterly, and... For full info follow
application link. Employment selection and related decisions are made
without regard to race, ethnicity, religion, gender, sexual orientation,
national origin, age, disability, genetic history, marital status,
military or veteran status, or any other characteristic protected by
law. * APPLICATION INSTRUCTIONS: Apply Online:
ipc.us/t/9CDA2377DF5C47C9
Share Job Location 15700 W Bluemound Rd, Brookfield, Wisconsin Tracking
Code 6230 Position Type Full-Time/Regular North Shore Bank is about
helping families thrive, businesses grow and communities flourish. We
are dedicated to championing our customers, empowering them to bank
their best life, and supporting the community we all share. And it's
our employees that make the difference. With offices located throughout
eastern Wisconsin and northern Illinois, we offer a work culture that
has been recognized as a Top Workplace twelve times by the Milwaukee
Journal Sentinel. As a mutual company, North Shore Bank isn't
publicly-owned, which means when we come to work every morning, our sole
focus is on providing high-touch service to our customers and employees,
and supporting our local communities. Are you looking for a company that
places long-term growth ahead of short-term profits? Where you can put
your customers first and think creatively to solve challenges? Where
respect, integrity and being true to your word are valued and rewarded?
This is the place. SUMMARY: The Contact Center Manager is responsible
for the management and leadership of the contact center and support
teams as well as, managing and supporting ongoing and specific
initiatives and/or programs of the Bank.This manager is responsible for
ensuring the overall performance of the Bank's central inbound and
outbound service and support teams are performing at a level conducive
to our branding message and brand image. ESSENTIAL DUTIES AND
RESPONSIBILITIES: Assists in developing and implementing current and
future contact center vision and strategy. Understands all policy and
procedure changes to ensure contact center team is always providing the
highest level of accurate information to external and internal
customers. Resolves escalated customer calls as necessary to ensure
customer satisfaction. Optimizes procedures for the effective use of
time of staff. Effectively supports, communicates, and recommends
changes related to technology, processes, and procedures necessary to
meet competition and changing customer needs/demands. Monitors and
analyzes both external trend information as well as internal reports on
call queues, skills-based routing, calls handled, hold times, volume by
call types, abandoned rates, and service level efficiencies, and makes
recommendations based on analysis of these trends and performance
indicators. Liaises with other department managers regarding
platforms/products/services supported by the contact center. Develops
and monitors monthly, quarterly, and... For full info follow
application link. Employment selection and related decisions are made
without regard to race, ethnicity, religion, gender, sexual orientation,
national origin, age, disability, genetic history, marital status,
military or veteran status, or any other characteristic protected by
law. * APPLICATION INSTRUCTIONS: Apply Online:
ipc.us/t/9CDA2377DF5C47C9
Source : NORTH SHORE BANK FSB - BROOKFIELD
