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Contact Center Manager - Servicing Support - (REMOTE) Troy, MI

Company: FlagStar Bank
Location: Troy
Posted on: January 11, 2021

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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