Address
Form of workRequirements
Works under general direction of senior Customer Service 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 5 years of equivalent education, training, and work experience.
• Minimum of 5 years of experience of contact center or Customer Service related position in a service industry.
• Minimum of 3 years of experience in a supervisory or leadership role.
• Demonstrated expertise in one or more of the following areas:
• Consumer Digital Banking Services
• Small Business Digital Banking Services
• Treasury Management 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.
• Able to build and retain customer relationships. 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.
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
Job Description
Summary
Customer Service Operations Managers are responsible for day to day activity within contact centers. Oversees multiple Customer Service teams handling customer inquiries via phone, email or chat. Responsible for development of contact center staff and supervisors. Responsible for ensuring a quality customer experience from start to finish, and pro-actively seek ways to improve internal processes and results. Monitor operations to ensure adherence to service level standards and bank/department policies and procedures.
Location
Consideration for location is in all WesBanco markets.
Essential Function
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Essential Duties and Responsibilities include the following:
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
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 senior Customer Service 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 5 years of equivalent education, training, and work experience.
• Minimum of 5 years of experience of contact center or Customer Service related position in a service industry.
• Minimum of 3 years of experience in a supervisory or leadership role.
• Demonstrated expertise in one or more of the following areas:
• Consumer Digital Banking Services
• Small Business Digital Banking Services
• Treasury Management 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.
• Able to build and retain customer relationships. 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.
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
Job Description
Summary
Customer Service Operations Managers are responsible for day to day activity within contact centers. Oversees multiple Customer Service teams handling customer inquiries via phone, email or chat. Responsible for development of contact center staff and supervisors. Responsible for ensuring a quality customer experience from start to finish, and pro-actively seek ways to improve internal processes and results. Monitor operations to ensure adherence to service level standards and bank/department policies and procedures.
Location
Consideration for location is in all WesBanco markets.
Essential Function
Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.
Essential Duties and Responsibilities include the following:
- Responsible for overall performance and productivity of direct reports.
- Leads a team of contact center assistant managers and supervisors responsible for supervising teams handling inbound call, chat and email communications with both internal and external customers within a discipline focused on one or more of the follow products and services: retail deposits, loans, small business and treasury management services.
- Ensures adequate staffing to maintain service level standards, including making decisions on schedule changes.
- Monitors and adjusts operations to ensure adherence to service level standards and company/department policies and procedures.
- Responsible for coaching and developing reports on Customer Service processes and best practices.
- Evaluates the quality of Customer Service calls in cooperation with Quality Assurance Manager; provides feedback to staff on strengths and areas for improvement.
- Responsible for performance appraisals, disciplinary actions, hiring/interviewing, recommendations for promotions and salary changes.
- Provides coaching and mentoring to contact center supervisors and team leads and periodically to associates and specialists.
- Documents and implements streamlining opportunities and process improvements. Determines work procedures and workflows.
- Tracks and reports contact center performance against objectives and goals (CX quality, call volumes, adherence to schedule, etc.)
- Drives a culture of accountability, continuous improvement, and personal excellence.
- 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 timekeeping and payroll review and submission to ensure correct entries
- Evaluates the quality of team member contacts from customers; provides feedback to them on strengths and areas for improvement.
- 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.
- Works with and serves as liaison with other bank departments and vendors.
- Serves as project leader or subject matter expert.
- Provides the bank with continual feedback about the usability of our services based on customer interactions.
- 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
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
