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Senior Manager, Client Contact Center

Company: Fremont Bank
Location: Livermore
Posted on: February 25, 2021

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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