Manager, Contact Center Service

If you’re looking for a meaningful career, you’ll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster’s values, these set us apart as a bank and as an employer.  

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

The Contact Center Manager will oversee the day-to-day operations of Client Service Associates to meet team goals and service level agreements. Responsible for modeling the highest level of client service while fielding calls and resolving client issues.  The manager provides coaching and instruction to staff, ensuring timely and efficient completion of all client contacts and service requests in accordance with bank policies and procedures.   

The Contact Center Manager responsibilities include but are not limited to the following: 

• Drive high performance and accountability for superior results and employee engagement. Provide staff with timely, candid, and constructive performance feedback; develop employees to their fullest potential and provide challenging opportunities that enhance employee career growth; recognize and reward employees for accomplishments. 

• Make quick and accurate decisions based on information presented by Workforce Planning team, utilizing available tools.  

• Partner with team leaders, serve as an escalation point for complex client issues, complaints; diffusing disgruntled clients or handling issues that cannot be fielded by representatives.  Provide guidance with difficult calls or issues. 

• Mitigate operational risk by ensuring that policies and procedures are adhered to for production efficiency, safety, and compliance in conjunction with company and state/federal regulations and guidelines. 

• Ensure proactive relationship management within the team as well as serve as a POC for client relationships, escalations. 

• Performance quality management - partner with the Quality Assurance Leader to monitor, assess and document performance.  Incorporate QA feedback into coaching, training, personal development performance plans. 

• Online Account Opening Reviews 

• Serve as Point of Contact on special projects both internal / external to Contact Center   

• Plan and lead team meetings, huddles,1x1’s and coaching sessions designed to promote goal achievement and communicate essential information 

• Ensure timecard management  

• Assess dashboards, assist line tracker, reporting needs, that are focused on departmental efficiencies 

• Works in conjunction with Director as primary source for recruiting and interview selection process 

• Accountable for team audit results and action plan implementation.  

• Execute on continuous process improvements within the organization. 

• In conjunction with Contact Center Director, Implement/execute strategy; adjusting to changing business needs

EXPERIENCE 

• 7-10 years of significant industry experience in leadership or a related field.  

• Proven track record of developing and coaching high performance service teams. 

• Experience measuring employee performance including coaching to call center metrics. 

• BA or BS preferred.  Business Management or equivalent experience.  

• Bilingual preferred but not required 

The estimated salary range for this position is $67,000.00 to $80,000.00 USD annually. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.