CCC Director

Supervisor Disclaimer

Supervisory Responsibilities : Interview and select candidates for openings, set goals for associates, assign tasks / duties, conduct on-the-job training, develop associates' skills and encourage growth, prepare disciplinary write-ups as appropriate, prepare and conduct performance reviews and make recommendations for salary adjustments, approve timecards for FTEs and other duties associated with managing a staff.

Job Responsibilities

• Spearhead the strategic planning and execution of market leading call center operations, leveraging advanced technologies to enhance customer servicing, ensuring our CCC remains at the forefront of industry innovation.
• Drive continuous improvement in customer experience through delivering unparalleled customer care, quality management, direct offering of products and services, and efficient telephony and chat services.
• Lead and inspire a high-performing team through effective workforce planning, recruiting, coaching, and training, fostering a culture of excellence with a commitment to staff development, employee engagement, and service knowledge.
• Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
• Responsible for the development and administration of the annual department budget to attain business goals with operational stability.
• Develop and utilize metrics to ensure customer satisfaction and manage statistical performance levels related to the call center.
• Develop and maintain an effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels, and supervision.
• Ensure compliance with regulatory requirements and Park's risk management principles by proactively identifying risks and implementing mitigating controls.
• Maintain awareness of and adherence to Bank's compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks
• Deliver a consistent, high level of service within our Serving More standards
• Other duties as assigned

Competencies

• Strategic Planning and Decision Making
• Demonstrated ability to champion change
• Connects organization to Industry and Community
• Set and Convey Vision and Strategy
• Innovation and Creativity
• Results oriented
• Leadership / Management Skills
• Ability to build collaborative relationships
• Ability to influence others
• Ability to develop or mentor others
• Values and seeks out diversity, equity, and inclusion
• Demonstrated empathy and respect for colleagues
• Demonstrated active listening ability
• Demonstrated ability to deliver clearly defined expectations
• Demonstrated ethics and integrity
• Demonstrated drive and purpose
• Demonstrated capacity to learn
• Demonstrated adaptability

Travel Requirements

Travel between Customer Care Center call center locations in Newark Ohio and Mt. Vernon Ohio is to be expected.

Physical Requirements

This position must be able to remain in a stationary position 75% of the time, constantly operate a computer, and be able to be in constant communication with customers and coworkers to discuss and observe account information in order to exchange accurate information.

Additional Information

The Customer Care Center is open 7 : 00 AM - 7 : 00 PM, Monday-Saturday. Performing duties beyond traditional bank business hours is required.

May require evenings, in addition to weekend hours, and includes selected bank-observed holidays. A Flexible Work Arrangement is available for this role.

Scheduled onsite hours required.