Consumer Contact Center GR Site Leader

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GENERAL FUNCTION:

Senior level Contact Center Manager responsible for Bancorp Consumer Customer Service and Messaging. Expected to develop and manage world-class service levels for Contact center (Phone and Messaging) and the measurement systems to manage success. Must demonstrate the ability to communicate and impact Bancorp Senior, Executive and Affiliate President level positions as well as build positive relationships with all Divisions of the Bancorp. This individual should be an industry expert, expected to be the leader for all Bancorp Consumer Customer Service with Fifth Third. Responsible for the Site management of the Contact Center, including direct and indirect reporting responsibilities for all service, sales, messaging and related support.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Responsible for the Contact Center Phone and Messaging groups for support of inbound Customer Service of existing Fifth Third customers in all Affiliates.

All related functions in the Contact Center are under the domain of this position relative to agent training, customer correspondence, fulfillment of customer requests, and problem resolution and more. The position will be measured by a specific set of performance outcomes tied to the daily performance of agents, Team Leads, Supervisors, Managers for all phone and messaging positions.

The scope of this position includes but is not limited to the following:

• All Consumer Bank products. (Including specialty groups such as Bilingual, Private, Preferred, etc)

• All Specialized access requests

• All High-risk requests

• Messaging support processes

• Quality related processes and measurements

• Scheduling administration

• Recruiting and Hiring administration, processes, and measurements

• Resource team participation (relative to conversion, IT and related project administration)

• Soft Skills related processes and measurements

• Participates in the development of curriculum for all skills and certification procedures for Consumer Customer Service agents. This includes regulatory certifications and Privacy administration

• Intranet administration specific to curriculum, content administration, and routine updates

• VRU process improvement and system (i.e. Service delivery) enhancements

• Cross Sale of consumer products and services in a service environment.

• Support for strategic plans that aligns with Central Operations and overall Bancorp objectives.

• Manages costs, and drive profitability for all inbound consumer customer service and sales

• Effectively drives communication and build positive relationships with support partners such as reporting, business analyst, work force, and more.

• Works with any internal audit and outside agencies to answer inquiries regarding the bank’s practices.

• Monitors expense budget performance and reduces risk of financial loss by monitoring monthly.

• Responsible for evaluating, monitoring, and reporting key performance measurement and quality goals.

• Utilize Lean Six Sigma principles to evaluates and enhances process controls as necessary to reduce risk and improve efficiency.

• Supports new and revised systems, procedures, methods, and forms, which would be used in or have an impact on the operations activities under the functional area.

• Stays informed of new developments within the contact center industry by attending various association meetings and review of benchmark reporting.

• Designs procedures to improve efficiency and maintain compliance with regulatory guidelines.

SUPERVISORY RESPONSIBILITIES:

• The incumbent is responsible for all Contact Center non-exempt FTE's (including phone and messaging agents, team leads, fulfillment). In addition, Contact Center managers report directly to this individual along with the roll up of performance outcomes from first level supervisors. Ability to manage performance through a multi-tiered and multi-site environment where successful service levels are ba