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Phone Bank Site Manager - Service in Flint at Huntington

Date Posted: 4/12/2018

Job Snapshot

Job Description

The Phone Bank Site Manager is responsible for the leadership of multiple Inbound Servicing functions within the Flint, Michigan Contact Center supporting 200+ FTE.

Job Description:

  • Defines and plans the achievement of service/referral goals and objectives for defined site / segment.
  • Monitors external and internal customer feedback to measure performance and identify best practices to drive process improvement.
  • Develops, implements, and improves processes through identification of operational, sales, and technological changes that are having an impact on customer satisfaction and Contact Center efficiency.
  • Responsible for the onboarding, training, development, motivation, and retention of service teams.
  • Should possess strong verbal and written communication skills and a well-developed background in contact center strategy, technology, workforce management, service delivery and telephony capabilities.
  • Responsible to lead partnerships, influence and collaborate with other segments to ensure that the Contact Center is part of all strategic decisions impacting customer experience, drive call volume and channel delivery.
  • Must demonstrate ability to lead and influence Contact Center teams in a fast paced dynamic environment.
  • Directly or indirectly ensures that all bank policies, procedures and regulatory requirements are adhered to.

Basic Qualifications:

  • 10+ years of experience (developing line of business strategy and leading teams in general servicing roles, and at least one area of specialization, such as: Credit Card, Online Banking, Chat or Business Banking).
  • 5+ years of experience in a senior Contact Center leadership role in an Inbound Service or Service to Sales environment.

Preferred Qualifications:

  • Five years Retail Banking or Contact Center management experience preferred.
  • Demonstrated knowledge of standard Contact Center operations will be required.
  • If incumbent is responsible for a specific product line, product knowledge and other appropriate expertise including a proven ability to work with other business segment partners is required.
EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details. Huntington does not accept solicitation from Third Party Recruiters for any position.