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Job Description
WSFS Bank is currently seeking a Contact Center Manager I. The Contact Center Manager I will provide leadership and management to a Contact Center Team with the focus of meeting or exceeding Customer Service standards and sales goals. This role creatively handles and resolves complex customer issues and works collaboratively with Internal Operational Teams and Retail Branches to communicate effectively with the Customer. The incumbent will be responsible for the achievement of sales and referral goals and service standards by the Contact Center Team. While being accountable for motivating Contact Center Agents to identify opportunities, expand relationships, refer Customers to lending and business partners, and for ensuring objectives of the Contact Center Team are met. The incumbent will be responsible for communications regarding policy and procedure changes as they occur through individual One-On-One Sessions and Monthly Team Meetings.
The Contact Center Manager I will be responsible for planning and leading daily huddles designed to promote goal achievement and communicate essential information while planning and promoting sales huddles, sales sprints, and other sales-related motivational meetings for the Team. The incumbent will be responsible for the resolution of Customer complaints received directly from Customers, Contact Center Agents, and Executive Management.
This is a full-time, 40-hr work week M-F 7:00 AM - 7:00 PM and rotating Saturdays and Sundays 9:00 AM - 3:00 PM.
Minimum Qualifications:
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