Customer Service Support Manager

The Digital Experience Manager will oversee operations for a multi-tenant contact center, ensuring exceptional service delivery while balancing the unique needs of various clients. This role requires a dynamic leader with expertise in client relationship management, operational efficiency, and team leadership. The ideal candidate will have a passion for data-driven decision-making, conflict resolution, and maintaining high customer satisfaction levels.

ESSENTIAL JOB FUNCTIONS/RESPONSIBILITIES: ? Responsible for the oversight and management of a team of contact center agents supporting multiple shared financial institution brands. Management includes scheduling, resource allocation, performance monitoring, and coaching to ensure policies and procedures are followed, agents handle calls in accordance with client expectations, and quality assurance metrics are met. ? Manage and lead a team of customer support professionals, setting clear performance expectations and goals for growth. Promotes teamwork, employee respect, empowerment, open communication, and accountability. ? Mitigate fraud by analyzing unusual customer behavior and collaborating with key partners to optimize fraud operation policy and procedures. ? Gain insights from data by analyzing contact center metrics and KPIs. Lead improvement initiatives to ensure contractual and operational goals are met. ? Make recommendations to management based on findings and assist to implement them. ? Ensure adherence to contact center policies, procedures, and regulatory requirements. ? Conduct regular performance evaluations, provide coaching and feedback to direct reports, and identify training needs to enhance individual and team performance. ? Collaborate with other departments to resolve customer inquiries, and escalate issues to improve the overall experience of our customer. ? Provide expertise and consultation on new client implementation projects, ensuring seamless integration with existing processes and optimizing for operational success ? Stay updated on industry trends, best practices, and emerging technologies related to contact center ? Supports Contact Center by taking inbound calls or providing responses to email and chat notifications during high volume periods. Acts as a point of escalation by contacting customers directly when needed to resolve outstanding customer issues. ? Accomplishes performance objectives by recruiting, selecting, training, coaching, counseling and disciplining employees; administering scheduling and completing payroll; enforcing policy and procedures. ? Participates in special projects/assignments as needed. ? Regularly review contact center metrics to identify trends ? Oversee contact center workflows, identified workflow issues or and implement best practices to ensure streamlined operations ? Must be available to work evenings and weekends as required. Some travel may be required on occasion. ? Perform other duties as assigned by management to contribute to the overall success and efficiency of the team and organizations.

QUALIFICATIONS
? Two to three years of prior contact center management experience.
? Prior banking or financial services experience.
? Proven and demonstrable leadership, management and motivational skills.
? Working knowledge of contact center technology, including ACD, workforce management, and quality management.
? Maintain up-to-date knowledge of and adhere to all state and feral regulations that pertain to this position including but not limited to Bank Secrecy Act, Consumer Privacy, and Fair Lending.
? Must be experienced and comfortable working in a fast-paced environment and able to deal well with change.
? Strong analytical and organizational skills with an attention to detail and demonstrated ability to multi-task.
? Demonstrated ability in written and verbal communication and presentation skills, capable of explaining complex subjects in manageable pieces to Banking and Non-Banking staff.

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