Job Description

19-1389
40
200 Executive Blvd South-HF433
Southington
Connecticut

If you're looking for a meaningful career, you'll find it here at Webster. Founded in 1935 by Harold Webster Smith, our focus has always been to put people first--doing whatever we can to help individuals, families and businesses achieve their financial goals. And while we've grown into a leading commercial bank, we remain passionate about serving our customers, supporting our communities, and making a difference in people's lives. We can make a difference in your life, too. By empowering you to build the meaningful career you've been looking for.

Responsibility, respect, trust, teamwork and citizenship are the values on which Webster was founded. Together we call them The Webster Way, and they are what set us apart as a bank and an employer. Guided by these values, we put people first - working hard to live up to our customers, and each other, every day.

Basic Function:

Join our award-winning Customer Care Center (C3) team! Help us deliver on our core performance pillars: exceptional customer service, efficiency, revenue generation, risk mitigation, and teamwork. This is an opportunity to be a part of our fun, fast-paced, innovative environment commonly known as the nerve center for Webster.

If you're looking for a meaningful career, you'll find it here at Webster. Founded in 1935 by Harold Webster Smith, our focus has always been to put people first--doing whatever we can to help individuals, families and businesses achieve their financial goals. And while we've grown into a leading commercial bank, we remain passionate about serving our customers, supporting our communities, and making a difference in people's lives. We can make a difference in your life, too. By empowering you to build the meaningful career you've been looking for.

Responsibility, respect, trust, teamwork and citizenship are the values on which Webster was founded. Together we call them The Webster Way, and they are what set us apart as a bank and an employer. Guided by these values, we put people first - working hard to live up to our customers, and each other, every day.

The role of the Quality and Training Manager is to provide Quality Assurance and Training Support for the Customer Care Center. Responsible for the design, develop, and organization of all forms of training content and the overall support for Quality Assurance programs, reporting and development.

Responsibilities:

  • Coach, mentor and supervise team members in all ways including daily acitivites and performance management, etc.
  • Lead, Administer, support and continuously improve C3 Training and Quality Assurance programs and tools.
  • Participate on various projects, focus groups and project teams as needed.
  • Evaluate recorded customer interactions, e-mail responses, chat transcripts and Fulfillment items of ContactCenter bankers and score against published Service Standards using the monitoring software program or ramdom audit.
  • Perform post-interaction audits to ensure accuracy of customer request fulfillment and complete coordinator assessments.
  • Adhere to audit selection procedure.
  • Provide feedback to Quality Coordinators in the form of feedback, evaluations and the deliverying of coaching sessions.
  • Facilitate team and manager scoring calibration sessions; score calls according to decisions made in these meetings to ensure consistency of scoring methodology across the team.
  • Manage time independently, responsible for utilizing Capacity tool tracking to manage the time of others to maintain a consistent level of productivity throughout each month. Adhere to feedback session scheduling guidelines to minimize impact to service level.
  • Meet with assigned team(s) manager(s) at the beginning of each month to collaborate on selecting agents for focused coaching.
  • Create reports utilizing the monitoring software, document trends and identify training needs as necessary.
  • Provide backup for inbound customer service calls, floor coverage for agent assistance, and fulfillment tasks where necessary.
  • Manage the new hire process to ensure that access to systems and all other new employee needs are in place.
  • Deliver new hire, skill-based and refresher training, as assigned. Coordinate mentoring of newly trained agents with resource planning team.
  • Develop new or update existing training materials when significant procedural changes or systems enhancements are implemented.
  • Attain advanced Witness reporting skills, and achieve and maintain expertise in Witness system administration.

Requirements:

3-5 years of related experience -- Banking and/or quality assurance

Job Skills/Knowledge:

  • Customer service experience
  • Good teamwork abilities and personal integrity
  • High work standards
  • Ability to multi-task
  • Flexibility and adaptability
  • Consistency and attention to detail
  • Innovative and creative
  • Patient and supportive personality
  • Organizational skills
  • Superior verbal and written communication skills
  • Motivation and initiative
  • Able to provide constructive feedback
  • Ability to be persuasive
  • Able to manage stress
  • Conflict resolution skills
  • Comfortable with public speaking

 


Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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