Contact Center Manager

How would you like to join one of the most highly regarded financial institutions in New Jersey with deep roots in the community?  Provident is a successful and highly regarded multi-billion dollar bank that continues to grow with branches in New Jersey, Eastern Pennsylvania and New York.  Our longevity is a testament to our commitment to placing our employees, customers, and the communities we serve at the center of all we do.  At Provident Bank, we are committed to enhancing our customer and employees’ experience.  

 

POSITION SUMMARY

The role of Contact & Digital Support Manager is to spearhead our company’s commitment to 
Client Support and Customer Care. This position will lead two distinct units with a focus on the client support team for our Treasury Management and Small Business customers as well as the Retail Call Center.

This position will manage separate units with dedicated management, supervisors, care agents and dedicated fulfillment resources to meet the unique needs of each customer segment and digital platforms. Each unit will optimize process and procedure to the needs of the client segments and related technology platforms.

This position will focus on providing the employee experience needed to enhance customer relationships, service quality and translate business line objectives into support team actions.
 

MAJOR JOB RESPONSIBILITIES

 

• Leadership & Direction: Guide the Client and Customer Care teams, aligning with the company's overarching customer experience goals and business line objectives.
• Commercial Client Oversight: Ensure consistent, high-quality service delivery to our commercial client base, especially within the realms of small business and treasury management services.
• Retail Contact Center Supervision: Oversee the retail contact center operations, setting and tracking KPIs while ensuring service excellence.
• Process Enhancement: Spotlight areas for potential service refinement and drive initiatives geared towards efficiency and enhanced client experiences.
• Digital Support Excellence: Ensure Digital Banking customers receive high levels of technical support and advocate for customer issue resolution with our technology partners when needed.
• Team Development: Cultivate a supportive employee experience emphasizing continuous learning, collaboration, and client focus.
• Cross-Functional Collaboration: Engage with departments across the organization, like business lines, sales, technology, and marketing, to optimize the client and customer experience.
• Compliance and Risk: Uphold the company's standards in regulatory adherence, risk management, and compliance

 

 

SKILLS AND TRAINING

•    Demonstrated experience in managing teams and driving performance improvements.
•    Expertise in providing cash management solutions to treasury management customers.
•    Strong understanding of contact center technologies and best practices, including digital channels such as live chat and messaging
•    Excellent analytical and problem-solving skills
•    Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
•    Proven ability to manage budgets and achieve financial targets.
•    Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and demands.
•    Act with empathy and care for employees and customers

 

  EDUCATION

Bachelor's degree in Computer Science, Business Administration, or related experience preferred

 

WORK EXPERIENCE

•  10 years of experience in client support contact center and banking operations, with at least 5 years in a leadership role.

 

 

FEATURED BENEFITS

• Medical/Dental/Vision Insurance
• Flexible Savings Account
• 401(k)
• Tuition Disbursement and Reimbursement
• College Loan Pay Down Program
• and other great benefits

          

       

WORKING CONDITIONS

Work is performed in a normal office environment.  Noise levels are usually moderate. 

 

HAZARDS

The hazards are mainly those present in a normal office setting. 

 

This job description may not be all-inclusive.  Employees are expected to perform other duties as assigned and directed by management.  Job descriptions and duties may be modified when deemed appropriate by management.

           

Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can