Manager, Contact Center Performance Support

At HSA Bank, we’re working toward a world where everyone is empowered to save for a healthy future. Our offerings in the healthcare savings space drive down healthcare costs, increase access, and assist with decision-making for consumers, health plans, partners, and advisors. 

Are you ready to join us?

Job Summary:

The Contact Center Senior Manager is responsible for leading the day-to-day operations of the front-line managers and colleagues by ensuring to meet the department goals, service level agreements and providing timely and effective support. Your strategic leadership will involve monitoring service quality and performance metrics, resolving escalated client issues, HR related issues, collaborating with business partners, analyzing data, identifying trends, implementing process improvements, and maintaining exceptional levels of client satisfaction. Applies leadership skills, customer-centric mindset, and problem-solving abilities to drive customer experience, and advocacy while promoting a positive and service-oriented culture within the organization.

Job Responsibilities:

• Meet and exceed team goals and improve year-over year in all KPS’s in all KPI’s related to Exceptional Client Service, Risk Mitigation, Efficiency, Colleague Development

• Evaluate and manage key performance criteria such as, adherence to procedures, quality of service ratings, and efficiency outputs, driving change where needed to maximize team productivity.

• Collaborate with training, transition manager & support manager to identify areas of improvement by identifying trends, improve processes and to enhance the overall customer service experience and with a goal of reducing the use of agent chat support.

• Partners with Director, as an escalation point for complex client issues, VOC’s, complaints, diffusing disgruntled clients or handling issues that cannot be fielded by managers. Provide guidance with difficult calls or issues.

• Develop weekly, monthly, and annual call center goals and action plans with each manager

• Performance and development team-provide timely feedback and recognition, encourage career development through meaningful conversations, demonstrate a strong commitment to developing a robust talent pipeline and succession plan.

• Foster a positive work environment-act as a role model and reinforce Webster values.

• Lead and influence, setting tone for employees in support of Webster’s strong risk culture

• Partners with HR on related colleagues’ performance and/or behavior issues

• Mitigate operational risk by ensuring that policies and procedures are adhered to for production efficiency safety, and compliance in conjunction with company and state/federal regulations and guidelines business objectives into clearly defined plans

• Works in conjunction with Director as primary source for recruiting and interview selection process

• Promoting all forms of diversity and inclusion in the workplace. 

• Plan and lead staff meetings and 1x1’s sessions and huddles designed to promote goal achievement and communicate essential information to managers

• Ensure that Call Centers are capable and resilient in responding to planned and unplanned events and well positioned to ensure that regulatory standards are met

• Analyze data, reviews reports, identify gaps, trends by performing call study reviews and working with Director on move forward plan

• Other duties as assigned.

Experience:

• Required 7-10 years of Contact Center, Leadership, and Quality Assurance

• Proven track record of developing and coaching high performance service teams

• Experience measuring employee a performance including coaching to all center metrics. 

• Some combination of coursework and experience, or extensive related professional experience, are eligible for consideration.

• Experience measuring employee performance including coaching to call center metrics

• Experience in public speaking in a formal or informal setting

• Extensive practical knowledge of MS Office tools (Excel, Word, PowerPoint)

• Foundational knowledge of Retail Banking products and services.

• BA or BS preferred. Business Management or equivalent experience.