Senior Manager, Client Contact Center
Company: Fremont Bank
Location: Livermore
Posted on: February 25, 2021
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Job Description:
Fremont Bank founded in 1964, is one of the oldest independently
owned banks in the Bay Area and is one of the top rated mid-tier
banks in the nation. Voted a Top Workplace for 2020 and for the
past ten consecutive years, Fremont Bank has an immediate opening
for a Senior Manager, Client Contact Center in Livermore,
CA.Position OverviewThe Senior Manager, Client Contact Center is
responsible for managing and overseeing all aspects of the Client
Contact Center by providing leadership and mentorship to Managers,
Operations Manager, Supervisors, Team Leads, and Contact Center
staff. This role is also served as project leader and subject
matter expert of all project management in the Contact Center as
well as the overall operational integrity. For the Client Contact
Center's projects, the Sr. Manager will be the primary resource for
other technology, product, and operational projects as defined.Role
And Responsibilities* Responsible for department's overall
performance * Responsible for hiring and retaining staff, skills
training, directing work, appraising performances, rewarding and
disciplining employees, career coaching and professional
development, performance management, addressing complaints and
resolving problems for all associates * Hands-on Project Management
of new product development and enhancement of existing products*
Responsible for vendor analysis, plan management, and deployment of
all projects for Client Contact Center* Develop and review written
material for new or enhanced processing. Includes user guides,
FAQ's, and procedures* Communication between all affected business
units, including Risk Management, Compliance, Marketing, End Users,
and Executive Management* Maintain current knowledge of all
products and services offered* A liaison between Digital Channels,
Client Contact Center, and internal departments to work on all
projects * Provide training to Client Contact Center Associates and
Branch Staff* Ensure projects managed are adequately staffed,
training provided, procedures developed, enhancement written,
compliance approved, and smooth deployment* Interpret, implement
and ensure compliance with regulations, policies and procedures*
Maintains professional and technical knowledge by tracking emerging
trends in contact center operations management; attending
educational workshops; * Maintain and improve contact center
operations by monitoring system performances* Monitor, review, and
compile all contact center's call volume, activities, and reports*
Ongoing training of associates in customer service, banking
procedures and regulatory requirement* Proactively manage risk,
resolve escalated issues, and provide ideas and solutions to risk
based problems* Communicate with clients, vendors and other
departments to ensure quality service delivery and customer
satisfaction * Tracks and reports contact center performance
against objectives and goals, calls quality, call volume, and
customer satisfaction * Identifying and resolving problems;
preparing and completing action plans, completing system audits and
analysis* Prepare and maintain process documentation as required by
department, internal/external audit and compliance procedures*
Update, create, review and ensure compliance with all bank and
departmental policies and procedures* Identify and resolve
strategic issues that affect the overall functioning beyond the
immediate unit, consult and advise senior leadership* Maintain and
improve contact center operations by monitoring system performance
and meeting Service Level Agreement as expected* Direct staff and
provide leadership to achieve goals and vision of the organization
and the day-to-day operations* Evaluate the effectiveness of the
organizational structure and programs to ensure success,
development of employees and appropriate use of staff resources*
Performs other duties and projects as assignedMinimum
Qualifications* A Bachelor's degree required * 5 - 8 years of
previous Contact Center and sales experience * Proven records in
sales and customer service* Minimum of 2 years with Contact Center
software systems* Minimum of 5 years in management role * Must have
IT knowledge to provide technical assistance to other client
contact center representatives; support telephone, email, online
chat and mobile inquiries * Must be flexible with schedule to
ensure proper coverage as determined by business needs * Must be
available to support business remotely outside of regularly
scheduled hours when needed* Customer focus, customer service,
verbal communication, informing others, process* improvement,
problem solving, people skills, teamwork, people management,
managing processes, and emphasizing excellence * Outstanding
managerial skills with emphasis on organization and leadership *
Provide effective leadership, motivation, training and
developmental opportunities for staff * Responsible for
coordinating group workflow, assisting employees with complaints,
technical calls and resolving department problems * Strong drive
and ambition to train and develop a sales and service team* Ability
to influence those outside of direct management control* Ability to
foster open communication with the associates in order to create a
positive working environment * Excellent verbal and written
communication skills with the ability to mobilize internal networks
and resources * Time management, organizational and planning skills
with proven ability to multitask and meet deadlines in a fast-paced
environment* Team player and enjoy supporting and achieving team
goals* Highly proficient in Microsoft Office (PowerPoint, Excel and
Word) and superior analytical and quantitative skills* Punctual and
reliable are required* Successfully passed Operation Exam and
obtained Signing Authority* NMLS number is requiredJob Location:
Livermore, CA
Keywords: Fremont Bank, Livermore , Senior Manager, Client Contact Center, Executive , Livermore, California
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