Contact Center Manager - Servicing Support - (REMOTE) Troy, MI
Company: FlagStar Bank
Location: Troy
Posted on: January 11, 2021
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Job Description:
The Senior Operations Manager is responsible for the strategy
and oversight of Contact Center Operations teams. The Senior
Operations Manager provides direct leadership to Customer Service
Supervisors and is responsible for assisting with the creation and
execution of the department's short and long term strategy,
including department goals, budget, initiatives, and resource
allocation. The Senior Operations Manager also partners closely
with business unit partners to develop customer strategies
resulting from new systems, processes, and/or acquisition/retention
plans.Strategy and Execution of Contact Center Operations* Help
develop strategic plans and establish priorities to improve,
monitor, and measure performance of operations teams.* Work with
contact center management and associated business unit leaders to
continuously assess and refine the call center strategic direction
to align with growth and business objectives of the company and
department.* Help meet contact center financial objectives by
monitoring resource expenditures, analyzing variances, and
initiating corrective actions. * Execute strategies to ensure
achievement of contact center Key Performance Indicator goals (i.e.
overtime, reduced shifts, real-time workforce coordination, etc.)*
Partner with internal business units and/or vendors to successfully
execute corporate initiatives with a strong focus on ensuring
contact center readiness and external customer satisfaction.*
Maintain subject matter expertise in Consumer Banking, Business
Banking, Lending, and/or Servicing in order to effectively make
decisions that optimize the customer experience and recommend
macro-level process improvements.* Assist with the creation of call
center presentations and provide insight on risks, solutions,
and/or recommendations to Executive Management.Process Improvement
and Project Execution* Execute process improvements, customer
experience improvements, and/or agent opportunities uncovered by
the QA process, VOC feedback, and/or during 2nd level meetings*
Participate as the "voice of the customer" and/or allocate and
oversee resources for every bank initiative and/or system
implementation involving customer change* Provide direction for new
system implementations and/or changes made to contact center
technology (IVR, CRM, Chat, Cisco)* Oversee the performance
management process, including agent performance scorecards and
incentives; continuously refine scoring methodology to encourage
greater productivity and efficiency* Collect, analyze, and use data
from contact center reports to identify trends/opportunities and
execute process improvementsOperational Oversight and Sales
Strategy* Monitor the scheduling of contact center production
staff; partner with workforce management to recommend creative
scheduling solutions to achieve service level goals* Provide input
for short and long term forecasts using contact center capacity
planning software and best practices in order to determine optimal
staffing structure and ensure adherence to budget* Execute
department's employee engagement and retention strategy,
incorporating call center industry best practices and managing to
established budget* Partner with Profit Centers (Banking, Lending,
Servicing) to develop and execute sales strategies in alignment
with company projections* Respond timely to Regulatory and/or
escalated customer complaints, implementing corrective action
within people, processes, and/or technology* Maintain compliance
standards and oversee all activity to monitor
complianceLeadership/Team Management* Oversee hiring of team
members by conducting interviews and/or approving offers* Analyze
and discuss agent and team-level performance with direct reports*
Monitor team quality by overseeing PIPs, Warning Letters,
discussions and/or employee termination* Develop direct reports and
communicate key updates/initiatives and assigning projects; share
job knowledge for continued development* Ensure compliance with
applicable federal, state and local laws and regulations. Complete
all required compliance training. Maintain knowledge of and adhere
to Flagstar's internal compliance policies and procedures. Take
responsibility to keep up to date with changing regulations and
policies.Job Requirements:* Bachelors Degree or Comparable Work
Experience in Business Administration, Management or Human
Resources preferred.* 10+ years of progressive work experience in
Contact Center or Business Operations roles is required (6+ years
heavy emphasis on Contact Center Operations)* 5+ years of
experience in optimizing onboarding for new hire agents* 5+ years
of experience in workforce management optimization through creative
"flex" schedules* 5+ years of experience in goal setting and
performance management* 8+ years of management experience required*
5+ years of experience managing projects preferred* Proven ability
to create short and long term strategic plans in support of company
and department objectives.* Demonstrates ability to apply a broad
and integrated perspective when planning, problem-solving, and
assessing impact across functional areas.* Strong problem solving,
team building, and project management skills.* Strong
analytical/statistical background with ability to perform
quantitative and qualitative analysis to analyze spend, identify
and implement process improvement/savings opportunities, and
measure ongoing performance against plan.* Significant experience
in creation of reports, presentations, and business proposals.*
Excellent written/oral communication skills, including strong
presentation and facilitation skills.* Proven experience in
successfully mentoring staff and strength in organizational
development.* Must be customer-oriented, self-motivated,
entrepreneurial, and innovative.* Must have ability to juggle
multiple competing priorities and adapt to constantly changing
business environment.* Proven ability to drive performance and
results.* Experience and credibility as a strategic partner with
the ability to influence and gain acceptance of ideas/plans with
leaders at all levels of an organization, and work across several
businesses with differing cultures.Internal Use Only - Job Band
EThis position has the ability to work REMOTELY."High Speed
Internet" and a distraction free--work environment--required.
Keywords: FlagStar Bank, Troy , Contact Center Manager - Servicing Support - (REMOTE) Troy, MI, Executive , Troy, Michigan
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