Contact Center Manager

Company: First National Bank of Pennsylvania
Location: Hermitage
Posted on: November 14, 2024

Job Description:

Primary Office Location:3014 East State Street. Hermitage, Pennsylvania. 16148.Join our team. Make a difference - for us and for your future.Position Title: Contact Center ManagerBusiness Unit: Retail OperationsReports to: Director of Contact Center OperationsPosition Overview: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.All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:High School or GEDMinimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:7Skills Required to Perform the Primary Responsibilities of this Position:Excellent communication skills, both written and verbalExcellent customer service skillsExcellent organizational, analytical and interpersonal skillsAbility to work and multi-task in a fast paced environmentDetail-orientedAbility to use a personal computer and job-related softwareMS Excel - Basic LevelMS Word - Basic LevelLicensures/Certifications Required to Perform the Primary Responsibilities of this Position:N/APhysical Requirements or Work Conditions Beyond Traditional Office Work:N/AEqual Employment Opportunity (EEO):It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.

Keywords: First National Bank of Pennsylvania, Cleveland , Contact Center Manager, Executive , Hermitage, Ohio