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Contact Center Manager - 5704-2554

at WSFS Bank

Job Description

WSFS Bank is currently seeking a Contact Center Manager. 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. While being accountable for motivating 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. The incumbent will be responsible for communications regarding policy and procedure changes as they occur through individual One-On-One Sessions and Monthly Team Meetings.

The Contact Center Manager will be 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. The incumbent will be responsible for the resolution of Customer complaints received directly from Customers, Contact Center Agents, and Executive Management. The incumbent will be responsible for, in conjunction with the Operations Team, all aspects of the inbound Contact Center, including equipment, systems, procedures, staffing, service hours, service quality, call flow, and sales management. The Contact Center Manager will also identify and report trends to outside department management, as well as assisting in the compilation of weekly statistical reports.

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.

Minimum Qualifications:
  • A Bachelor’s Degree or equivalent banking/lending experience is required
  • Must have 2+ years of Contact Center Management/Supervisory experience.
  • Associate must be able to creatively handles and resolves complex customer issues
  • Associate must show the ability to work collaboratively with Internal Operational Teams and Retail Branches to communicate effectively with the Customer
  • Must be able to coach a Contact Center Team to achievement of sales and referral goals and service standards
  • Associate must be able to 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
  • Associate must be able to effectively communicate policy and procedure changes as they occur through individual One-On-One Sessions and Monthly Team Meetings
  • Must be able to plan and lead daily huddles designed to promote goal achievement and communicate essential information while planning and promoting sales
  • Must be able to effectively resolve Customer complaints received directly from Customers, Contact Center Agents, and Executive Management
  • Must be able to effectively work in conjunction with the Operations Team on all aspects of the Inbound Contact Center, including equipment, systems, procedures, staffing, service hours, service quality, call flow, and sales management.
  • Must be able to effectively identify and report trends to outside department management, as well as assisting in the compilation of weekly statistical reports
  • Associate must be able to take on and effectively manage a larger team within the Contact Center.
  • Must possess an excellent/deeper understanding of all the department metrics, specifically our Key Performance Indicators. Must be able to make quick and accurate site wide decisions based on these metrics, when presented by the Workforce Manager.
  • Must be able to perform cross team coaching. This position will require the candidate to not only be able to speak to the performance and expectations of their team, but of other teams when needed.
  • Must be able to take on outside projects with other business lines, when it involves the Contact Center. Be able to provide even, well thought out opinions on these project calls and meetings. Associate must be organized and a self-starter able to work independently on assigned projects that may or may not deal with outside departments and business lines
  • Associate will be responsible for the timely completion of Agents performance appraisals with limited oversight from the Performance Manager
  • Associate will be responsible for timely and accuracy completion of Agents timecards
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.

How do you get to be nearly 200 years old in a world that's constantly changing? For us, the answer has always been the same: create a team of Associates who are passionate about serving the community, and success will follow. Our Mission and Values serve as essential reminders about who we are and how we do business. 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: 854988

Posted On: Nov 07, 2021

Updated On: Nov 08, 2021