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Contact Center Manager I - R-101737-2554

at WSFS Bank in Newark, Delaware, United States

Job Description

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For ServiceĀ® is more than part of our name, it's our mission and our purpose.

The Contact Center Manager will provide leadership and management to a Contact Center Team with the focus of meeting or exceeding Customer Service standards and sales goals. This role creatively handles and resolves complex customer issues and works collaboratively with Internal Operational Teams and Retail Branches to communicate effectively with the Customer. The incumbent will be responsible for the achievement of sales and referral goals and service standards by the Contact Center Team.

This is a full-time, 40-hr work week M-F 7:00 AM - 7:00 PM and rotating Saturdays and Sundays 9:00 AM - 3:00 PM.

Job Responsibilities:
  • Responsible for planning and leading daily huddles designed to promote goal achievement and communicate essential information while planning and promoting sales huddles, sales sprints, and other sales-related motivational meetings for the Team.
  • Responsible for the resolution of Customer complaints received directly from Customers, Contact Center Agents, and Executive Management.
  • Motivate Contact Center Agents to identify opportunities, expand relationships, refer Customers to lending and business partners, and for ensuring objectives of the Contact Center Team are met.
  • Responsible for communications regarding policy and procedure changes as they occur through individual One-On-One Sessions and Monthly Team Meetings.

Minimum Qualifications:
  • A Bachelor's Degree or equivalent banking/lending experience is required.
  • Previous call center experience is required.
  • Previous experience in a sales environment is required.
  • 2+ years of management/supervisory experience is required.
  • Previous experience in coaching/mentoring team members is required.
  • Must have a thorough knowledge of Bank Deposit and Retail Loan Products and Services.
  • Must have strong knowledge of all established policies, regulations, compliance, security/controls, guidelines, and procedures.
  • Must have strong computer skills and knowledge of MS Office Products.
  • Excellent oral and written communication skills and the ability to work effectively in a multi-task, high-volume environment is required.
  • Must be a motivated, self-starter requiring minimal supervision and prioritize work effectively.
  • Must have superior telephone skills and listening ability as well as excellent problem solving and listening skills.
  • Based on experience and skill, this applicant will possess extensive knowledge of not only products and services, but also on product management and leading teams

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at careers@wsfsbank.com.

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
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Job Posting: 1278375

Posted On: Jun 23, 2024

Updated On: Jun 24, 2024

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