Contact Center Manager - Switch4 LLC
Pittsburgh, PA 15212
About the Job
Title: Contact Center Manager
Location: Pittsburgh, PA | Hermitage, PA
Job-Type: FTE/Permanent
This position is responsible for the execution of the contact center strategic plan; leveraging KPIs and reporting to ensure all supervisors and teams are effectively meeting or exceeding productivity and both the customer and employee experience expectations while reinforcing a highly engaged culture. Additionally, this position leads by example through effective performance management, mentoring, and ongoing development across their teams.
Primary Responsibilities:
• Deliver results against the defined performance and customer experience objectives defined by the Contact Center performance expectations.
• Manage business metrics by supervisor and team to ensure all outlier performance issues are effectively addressed.
• Coordinate with peers and senior leadership to ensure consistency across all sites.
• Conduct performance coaching and training for supervisors.
• Ensure effective execution of all required coaching and management routines by direct reports.
• Responsible for ensuring the overall employee experience including the on-boarding of new hires and employee engagement creates a favorable work environment.
• Ensures department operations, policies & procedures, performance goals, and rewards and recognition programs are executed according to published policies and guidelines.
• Collaborating with cross functional teams when appropriate.
• Research, address, and document escalated customer inquiries or complaints to ensure effective resolution in a timely manner, providing feedback and coaching as necessary to ensure single resolution.
• Ongoing personal development to ensure expertise of all banking products, services, and policies & procedures.
• Ongoing personal development of coaching and leadership skills.
• Performs other related duties and projects as assigned.
Skills and Certifications:
• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Excellent organizational, analytical, and interpersonal skills
• Detail-oriented
• Ability to work and multi-task in a fast-paced environment
• Ability to use a personal computer and job-related software.
• MS Excel - Basic Level
• MS Word - Basic Level.
Location: Pittsburgh, PA | Hermitage, PA
Job-Type: FTE/Permanent
This position is responsible for the execution of the contact center strategic plan; leveraging KPIs and reporting to ensure all supervisors and teams are effectively meeting or exceeding productivity and both the customer and employee experience expectations while reinforcing a highly engaged culture. Additionally, this position leads by example through effective performance management, mentoring, and ongoing development across their teams.
Primary Responsibilities:
• Deliver results against the defined performance and customer experience objectives defined by the Contact Center performance expectations.
• Manage business metrics by supervisor and team to ensure all outlier performance issues are effectively addressed.
• Coordinate with peers and senior leadership to ensure consistency across all sites.
• Conduct performance coaching and training for supervisors.
• Ensure effective execution of all required coaching and management routines by direct reports.
• Responsible for ensuring the overall employee experience including the on-boarding of new hires and employee engagement creates a favorable work environment.
• Ensures department operations, policies & procedures, performance goals, and rewards and recognition programs are executed according to published policies and guidelines.
• Collaborating with cross functional teams when appropriate.
• Research, address, and document escalated customer inquiries or complaints to ensure effective resolution in a timely manner, providing feedback and coaching as necessary to ensure single resolution.
• Ongoing personal development to ensure expertise of all banking products, services, and policies & procedures.
• Ongoing personal development of coaching and leadership skills.
• Performs other related duties and projects as assigned.
Skills and Certifications:
• Excellent communication skills, both written and verbal
• Excellent customer service skills
• Excellent organizational, analytical, and interpersonal skills
• Detail-oriented
• Ability to work and multi-task in a fast-paced environment
• Ability to use a personal computer and job-related software.
• MS Excel - Basic Level
• MS Word - Basic Level.
Source : Switch4 LLC
