Contact Center Director

Job Summary: This position is responsible for leading the Customer Care Center and Problem Resolution Groups for retail and business customers for the Bank. This key leadership position contributes to the strategy and execution for the customer sales and service experience through direct interaction with all areas including; Operations, various depts. and Channels, Digital, Retail, Treasury Management, Vendors and Technology that support all deposit, credit card, lending and product groups. This leadership position will include a team of 4 direct managers/ analyst and is responsible for customer service and sales including contact center process procedures/knowledgebase/communication, sales and quality programs, contact center technology support, scheduling/staffing, , employee and customer satisfaction ratings. This position will interact with various operational and front-line areas to contribute to the bank's strategy and drive results using strong relationship and influencing skills. This leader and team will have direct impact on over 60k customers (3 million Interactions/year affecting 90% of the customer base). In addition, this leader will provide project implementation support in conjunction with PMO for various complex /critical projects including systems and technology upgrades and bank growth. S/he will plan and work with the PMO on various projects through the entire lifecycle, ensuring delivering on time with a focus on efficiency, cost and quality. The leader will also lead the startup and management of a central knowledge base system that supports both internal employees and external customers through superb communication and integration of processes into one data model with full search and Q&A capabilities. This individual will be working directly with multiple vendors and influence every team in the bank to coordinate and provide execution of key projects, superior inbound and outbound customer service by telephone/email/text with a high touch community bank execution.

Qualifications:

To perform this job successfully, the individual must be able and willing to perform all essential duties satisfactorily. This document is not intended to be an exhaustive list of all essential duties required. Reasonable accommodations, as determined by management on a case-by-case basis, may be made to enable individuals with disabilities to perform essential duties.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Defines contact center strategy and leads the implementation of a superior customer and employee experience in the Contact Center, coordinating and directing all efforts between, vendors, PMO, product management /marketing, operations, compliance, legal, fraud, HR and IT to support the implementation of key strategic and operational objectives of the bank.
• Manages and directs customer service and sales teams developing and improving people, processes and procedures to contribute to the banks growth and promise of high-quality customer and employee experience.
• Work with system providers to utilize applications to fullest capacity, streamlining processes and procedures, ensuring accuracy and compliance. Analyze, prepare, train for expanded functions and additional services, periodic updates to system and software, testing and verification that enhancements are working as designed . Assist with system parameters and design to meet the needs of multiple departments. Manage user security access.
• Provides support to all Retail, Business, Treasury Management, Credit Card and Digital Branch customers within the footprint to ensure a superior customer experience, building relationships through sales, delivering to SLA's and goals, and coaching and mentoring employees using contact center best practices. Responsible for building capabilities, developing organization structure and processes to ensure implementation and customer service and sales targets are met. Provides customer inbound and outbound telephone support as needed.
• Utilizes Key performance indicators to manage and optimize processes for an efficient contact center operations function.
• Develops and delivers knowledge base for the Bank to support the Customer Care Center, and all internal employees as well as external customers with full search of key word capabilities, integrated policy and procedure and FAQ's.
• Adheres to all State and Federal Banking Regulations, receive and research new regulations, policies and procedures and implement them. Ensure current knowledge on compliance and regulations by attending seminars and reading available industry information. Ensure necessary changes or recommendations have been implemented as directed.
• Participates in the review and recommendations of operational systems and updating departmental procedures as needed. Ensures compliance with all laws and regulations while minimizing fraud.
• Responsible for timely preparation of monthly report of activities and quality delivered.
• Interviewing, hiring and training employees; planning, assigning, and directing work; employee performance management; addressing complaints and resolving problems.
• Successfully interact with operation staff to improve high quality, accurate and efficient operating environment.
• Manages Vendor contracts and relationships

JOB REQUIREMENTS

• Display Leadership through flexibility and dependability by being at work as scheduled and providing reasonable notice when that is not possible. Demonstrate dedication to excellence by being accountable, determined, and positive. Actively contribute to NB's mission creating a welcoming, professional and customer service driven bank culture.
• Demonstrated leadership and organizational skills with a focus on customer service and sales.
• Successfully contributes in a demanding, constantly changing and fast-moving organization
• Strong knowledge of training, quality and performance management process.
• Extensive knowledge of contact center ops and strategies in a holistic and comprehensive way (staffing, scheduling, capacity planning, recruiting, training, attendance, routing, call handling, scripting, application design, customer engagement, closing, issue resolution, after-call work, incentives, goal setting, performance management and discipline, policies and procedures, internal communications, career pathing, training, rewards/recognition and employee engagement ,).Possesses strong verbal and written communication skills and interpersonal skills.
• Knowledge of bank and department-related financial services regulations and compliance.
• Strong knowledge of the bank's products and services.
• Ability to adhere to Needham Bank's Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing)

EDUCATION & EXPERIENCE

• Bachelor's degree in business administration, finance, or a related field preferred and/or equivalent work experience.
• Ten years in a contact center management position within a financial institution. Multichannel distribution preferred.
• Detailed knowledge of all financial products, including; residential, commercial, and consumer deposit and loans, credit and debit cards, digital banking, and all supporting products and services.
• Experience in solving practical problems and deal with a variety of variables in situations where only limited standardization exists.
• Experience in developing, training, quality, and leading, inspiring and motivating teams.

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.