Customer Service Assistant Manager - Customer Service Center

THIS POSITION WILL WORK THE FOLLOWING ALTERNATE SHIFT:

• A 4 day work week that includes Saturday, Sunday, Monday and one other weekday to be determined. The hours for this shift will be 9:00am to 8:00pm.
  Summary
  Responsible for day to day managing, directing, supervision and training of assigned contact center staff. Assist Customer Service Manager with oversight of daily activities and operations. Oversee multiple Customer Service teams handling customer inquiries via phone, email or chat. Responsible for ensuring a quality customer experience from start to finish. Monitor operations to ensure adherence to service level standards and bank/department policies and procedures.

Essential Duties and Responsibilities

• Responsible for overall performance and productivity of direct reports.
• Oversees teams of contact center supervisors and associates who are responsible for handling inbound call, chat and email communications with both internal and external customers.
• Ensures adequate staffing to maintain service level standards, including recommending schedule changes to Operations Manager.
• Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.
• Evaluates the quality of Customer Service calls in cooperation with Operations Manager and Quality Assurance Manager; provides feedback to staff on strengths and areas for improvement.
• Assists with performance appraisals, disciplinary actions, and interviewing prospects for openings.
• Evaluates the quality of team member contacts from customers; provides feedback to them on strengths and areas for improvement. Provides coaching and mentoring to contact center associates and supervisors.
• Assists with tracking and reports on contact center performance against objectives and goals (CX quality, call volumes, adherence to schedule, etc.).
• Supports a culture of accountability, continuous improvement, and personal excellence.
• Recognizes and provides feedback on trends and issues arising from callers and systems to Customer Service Managers.
• Provides team motivation and development to maximize employee and customer satisfaction.
• Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.
• Responsible for department timekeeping and payroll submission to ensure correct entries.
• Works closely with Customer Service Manager to ensure that support calls, emails, research and tickets are addressed by end of following business day.
• Acts as an escalation point for resolving the most difficult customer issues.
• Communicates key messages effectively to ensure that direct reports are informed of process changes.
• Communicates with clients and other departments to ensure quality service delivery and customer satisfaction.
• May be assigned other job duties and or responsibilities with or without prior notice.
• May serve as a backup to more senior Customer Service management in their absence.

Supervisory Responsibilities
Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Physical Demands
This position requires long periods of sitting in one area while on the telephone and in front of a computer screen. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work Environment
This is primarily a work from home position. Remote work is available to employees in this role who satisfactorily maintain performance standards, have adequate and consistent internet access and a private work area where they can maintain confidentiality of customer information. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Works under general direction of Customer Service operations management. To be successful in this position, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Associate or Bachelor’s degree is preferable or a minimum 3 years of equivalent education, training, and work experience.
• Minimum of 3 years of experience of contact center or Customer Service related position in a service industry
• Minimum of 2 years of experience in a supervisory or leadership role
• Demonstrated expertise in the following areas:
• Debit Card Support
• Consumer & Digital Banking Services
• Business & Digital Banking Services
• Previous supervisory experience with a demonstrated ability focused on customer satisfaction, communication, and execution with a results focus.
• Considerable knowledge of bank products, services and business operations to enable resolution of customer inquiries
• Experience managing to contact center metrics and CX (Customer Experience) goals

Customer Service Skills

• Able to support and lead others to provide superior service to new and existing bank customers
• Communicates with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
• Coaches and supports a level of service which will clearly differentiate us from our competitors.
• Build relationships with internal and external customers through exceptional problem solving, ownership, and follow-through.
• Able to identify customer concerns or needs, resolve the inquiry or recommend best solution, expedite the correction or adjustment and follow up to ensure resolution.
• Partners with other departments to reach mutually satisfactory resolution of customer issues and to identify processes or procedures that can be changed to improve future customer experiences.

Interpersonal Skills

• Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Demonstrates effective people skills and sensitivities when dealing with others.
• Possesses clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to bank employees and bank customers.
• Ability to work under pressure.
• Ability to be collaborative with co-workers and employees.
• Ability to maintain confidentiality.

Technical Requirements

• Ability to use a personal computer with experience using Microsoft Office products, web browsers and operating systems.
• Experience with contact center software and metrics, workforce management tools and CRM or ticketing software
• Ability to type with speed and accuracy
• Able to compose emails and chat responses clearly and concisely to address team and customer inquiries
• Able to operate standard office equipment, including phones, computer and peripherals
• Able to work from home with adequate internet access and office space to support technology and provide secure, confidential work environment.

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Other Requirements

• Excellent oral and written communication skills.
• Strong organizational and prioritizing skills.
• Firm grasp of spelling, grammar and email etiquette.
• Must be detail-oriented and customer-driven, focusing on providing the highest quality service to WesBanco internal and external customers.
• Strong time management skills. Able to multi-task in a fast-paced environment
• Willingness to work additional hours if needed. Ability to work outside of normal banking hours.
• Demonstrated analytic and root cause analysis skills for process improvement initiatives.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disable

• Responsible for overall performance and productivity of direct reports.
• Oversees teams of contact center supervisors and associates who are responsible for handling inbound call, chat and email communications with both internal and external customers.
• Ensures adequate staffing to maintain service level standards, including recommending schedule changes to Operations Manager.
• Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.
• Evaluates the quality of Customer Service calls in cooperation with Operations Manager and Quality Assurance Manager; provides feedback to staff on strengths and areas for improvement.
• Assists with performance appraisals, disciplinary actions, and interviewing prospects for openings.
• Evaluates the quality of team member contacts from customers; provides feedback to them on strengths and areas for improvement. Provides coaching and mentoring to contact center associates and supervisors.
• Assists with tracking and reports on contact center performance against objectives and goals (CX quality, call volumes, adherence to schedule, etc.).
• Supports a culture of accountability, continuous improvement, and personal excellence.
• Recognizes and provides feedback on trends and issues arising from callers and systems to Customer Service Managers.
• Provides team motivation and development to maximize employee and customer satisfaction.
• Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.
• Responsible for department timekeeping and payroll submission to ensure correct entries.
• Works closely with Customer Service Manager to ensure that support calls, emails, research and tickets are addressed by end of following business day.
• Acts as an escalation point for resolving the most difficult customer issues.
• Communicates key messages effectively to ensure that direct reports are informed of process changes.
• Communicates with clients and other departments to ensure quality service delivery and customer satisfaction.
• May be assigned other job duties and or responsibilities with or without prior notice.
• May serve as a backup to more senior Customer Service management in their absence