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Contact Center Director

Overview
Responsible for the overall strategy, management, and execution associated with the department as well as the enterprise strategy for contact center execution. Ensures the highest service and sales performance standards are set and achieved through continuous improvement strategies, overseeing employee recruitment and retention, reducing attrition, training and development, scheduling and reporting. Focused efforts will lead to work in close connectivity to those responsible for corporate strategy from a customer attraction and service standpoint. Responsible for the consideration and support of complementary small business delivery channels. Other technology responsibilities include strategy and execution for telephony systems, CRM utilization, and other emerging considerations.
ResponsibilitiesEssential Duties
Leads the corporation's contact center management teams and staff including daily loan and deposit sales and service. Will develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision. Assures compliance with service level agreements established with customer affiliate banks. Will manage outbound call center marketing efforts as business demands.
Develops, implements, and supports enterprise strategy for contact center activity. Will deliver results against a defined scope of work that includes a measurable return on investment, strategic innovation, performance reporting, and human capital development.
Owns, maintains, and improves the sales process around phone and web based new account applications.
Manages multiple technology vendor relationships and contract negotiations.
Owns and maintains the knowledge management content and adoption of existing internal web based communications.
Leads the company's employee bank activity, assuring confidentiality of coworkers' sensitive financial information.
Works closely with respective management teams to assure effective and efficient processes. Will make recommendations to develop, implement and maintain effective internal and external quality assurance programs fostering continuous improvement and exceeding service level agreement performance.
Responsible for departmental level budget planning and monitoring responsibilities to attain business goals with operational stability
QualificationsQualifications:Education
Bachelor Degree or the Equivalent Experience or equivalent experience. Specialty: Business or equivalent. (Required)
Master Degree or the Equivalent Experience or equivalent experience. Specialty: Business or equivalent. (Preferred)
Experience
10 or more years contact center management, banking, supervisory. (Required)
EEO Statement As a condition of employment, individuals must be authorized to work in the United States without sponsorship for a work visa by Fulton Financial Corporation currently or in the future.Fulton Financial Corporation ("Fulton") is an equal opportunity employer and is committed to providing equal employment opportunity for all qualified persons. Fulton will recruit, hire, train and promote persons in all job titles, and ensure that all other personnel actions are administered, without regard to race, color, religion, creed, sexual orientation, national origin, citizenship, gender, gender identity, age, genetic information, marital status, disability, covered veteran status, or any other legally protected status.

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