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VP, Contact Center Manager

Company: BayFirst National Bank
Location: Clearwater
Posted on: September 21, 2022

Job Description:

BayFirst National Bank is a full-service community bank as well as a national SBA and Residential Mortgage Lender dedicated to providing a wide range of high-quality banking services delivered in a personalized, friendly manner. Founded in 1999 and headquartered in St. Petersburg, Florida, we are a true community bank with the goal of becoming a one-stop shop and trusted financial resource for the communities that we serve.Understanding that our employees are our most valuable resource, we are committed to providing career development opportunities, competitive compensation, and generous benefits to our entire workforce. As an organization, we encourage open communication in an environment of mutual respect, where hard work is rewarded, and a professional but informal atmosphere is valued within the workplace.
Position Summary:We are looking for a skilled Contact Center Manager to establish a Contact Center within our organization and lead that Contact Center to best-in-class performance and improve service quality throughout the organization. The Contact Center Manager will assist in establishing call center objectives, provide Contact Center specialists with opportunities to expand their knowledge of services, products, and troubleshooting techniques, analyze call center data, and focus on improving performance and processes to better support customers. To be successful in the position, this individual should have exceptional communication, interpersonal, and customer service skills, as well as comprehensive knowledge of company policies and offerings.

The Contact Center Manager should be focused on establishing the team of specialists and contact center practices. The leader of this department should be observant and detail-oriented and possess an understanding of the business, the products and services, and the issues specialists are facing on the floor. The Contact Center Manager should lead by example in the consistent demonstration of teamwork, integrity, respect, excellence, accountability, service, and selflessness.
Responsibilities include but are not limited to:

  • Hiring, training, coaching, and leading call center specialists as they provide support for customers.
  • Answering specialist's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by specialists.
  • Leading team meetings, asking questions to better understand the calls specialists are receiving, educating and coach workers regarding processes and practices, and explain expectations to employees.
  • Assisting other management team members in identifying trends and establishing call center goals.
  • Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
  • Monitoring all interactive channels including telephone, email, chat, mail, mobile, and web-based applications.
  • Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Authorizing replacements or refunds.
  • Taking on other tasks or projects to support employees, other managers, and call center operations.
    Requirements include but are not limited to:
    • Equivalent to a college degree (BS or BA in related field)
    • 3-5 years of Contact Center supervisory or management experience
    • 4-5 years of related experience in financial services preferred.
    • 2-3 years of banking experience required.
    • Ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
    • Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills.
    • Knowledge of management principles and familiarity with company products, services, and policies.
    • Strong coaching and leadership skills, ability to motivate employees.
    • Decisiveness and attention to detail.
    • Proficiency with necessary technology, including computers, software applications, phone systems, etc.
    • Polite, professional phone voice.
      BayFirst believes that diversity and inclusivity are essential to positive long-term success and achieving our strategic business goals. We are proud to be an Equal Opportunity Employer, and we encourage diverse and talented applicants to apply. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
      #LI-BT1

Keywords: BayFirst National Bank, Clearwater , VP, Contact Center Manager, Executive , Clearwater, Florida

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