Vice President - Contact Center Group Manager

Job Description

As the Contact Center Group Manager , you will set strategic direction and have management oversight of a team of leaders and customer service professionals supporting virtual banking and teller interactions, and an inbound customer service call center.

As a Group Manager, you will develop and drive the attainment of all service, quality, productivity and key performance goals.

You will build and lead a high performing team and be accountable for all aspects of people leadership including hiring, coaching, development, performance management, training, engagement, etc.

This role will focus relentlessly on both the customer and colleague experience, ensuring SLAs are maintained while also identifying trends / opportunities for improvements.

The Group Manager will drive the resolution of complex problems and initiatives while fostering an environment of continuous improvement and innovation.

Area of Focus

• Consumer Contact Center with primary ownership of Virtual Banking Service including two distinct business segments
• Virtual Service serviced through a team of Citizens Virtual Assistants (CVAs) providing direct customer support through Interactive Teller Machines (ITM)
• Digital Service supported through a team of online Chat Specialists and automated chatbot
• Note : This is a hybrid role requiring a minimum of three days per week in our Johnston, RI office. Must have designated space and capability to work remotely

JOB RESPONSIBILITIES

• Lead a team of 5-10 direct report managers, each with teams of 12-20 customer service professionals located in Johnston RI, and Pittsburgh, PA
• Accountable for performance of full business segment, supported by a hybrid team based in multiple U.S. locations and with a global presence
• Drive balanced performance results in customer experience, sales, productivity
• Analyze service and performance data ensuring attainment of goals and KPIs
• Mitigate and manage risk, ensuring adherence to all regulatory and compliance guidelines
• Effectively coach managers and colleagues to achieve results
• Retain valuable employees through development and coaching
• Ensure high employee engagement and job satisfaction, minimizing turnover
• Drive improvements to service, efficiency, productivity and costs

Required Skills and Qualifications

• 3+ years experience managing leaders / supervisors
• 2+ years branch banking experience and knowledge of ITM / ATM servicing
• 2+ years in a contact center / call center environment
• Extensive knowledge of contact center systems, technology, and workforce management practices
• Experience developing and executing short and long-term strategic plans
• Superior problem-solving skills with a focus on lean methodologies and continuous improvement discipline
• Ability to communicate and influence clearly and professionally, both verbally and in writing
• Ability to prioritize and manage multiple responsibilities with strong decision making skills
• Ability to travel quarterly to alternate location in Pittsburgh, PA
• Collaborative and inclusive with an ability to adapt to change and bring others along
• Desire for personal / professional growth and development

Education

Bachelors Degree preferred

About Us

Equal Employment Opportunity

At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability.

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status / parenthood, medical condition, military or veteran status, national origin, pregnancy / childbirth / lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and / or local laws.

Equal Employment and Opportunity Employer

Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates.

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Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered.

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