Contact Center Manager - North Shore Bank

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 annual contact center goals and action plans.

Participates on various project and conversion teams when appropriate and as needed.

Coordinates efforts with IT staff to quickly resolve technology issues needed to provide the desired service levels.

MANAGEMENT RESPONSIBILITIES:

Fosters an environment that emphasizes teamwork and professional growth while rewarding and recognizing exceptional performance. Carries out management responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include hiring, training, coaching, employees; planning, assigning, and directing work; addressing complaints, and resolving problems (internal and external customers). Manages monthly work schedules for Call Center Team.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, experience, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma is required; bachelor's degree from an accredited four-year college or university in a business related area is preferred.Requires at least ten years of management experience in banking, with a minimum of five years in an operational capacity roleExtensive knowledge of retail banking and overall banking operations, procedures, and data processing concepts is mandatory. Must have strong listening skills, attention to detail, and decision making skills. Ability to prioritize and manage multiple responsibilities is a must. Knowledge of contact center performance evaluation metrics is desired.Requires demonstrated effective verbal and written communications skills.

OTHER SKILLS AND ABILITIES: This position requires an individual with the ability to build consensus among peers. Position will frequently also interact with branches and other department personnel. Requires effective communication and presentation skills. Ability to identify workflow deficiencies/inefficiencies and work collaboratively toward effective resolution is also required.