Customer Experience Center Manager - Woodforest National Bank

Customer Experience Center Manager-066430

 Take the next step toward your new career today!

Become a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the country!

The Customer Experience Center Manager is responsible for overseeing the daily operations of the contact center (Customer Experience Center – CXC) ensuring activities run smoothly and efficiently; promotes the Woodforest Core Values; provides quality and responsive service to customers through the daily management of a team of employees. Additional leadership responsibilities include motivating, recognizing, rewarding, coaching, training, and problem solving. Lastly, the Customer Experience Manager will be a change leader responsible for promoting department-wide transformational initiatives and improved delivery of the customer experience.

Key Responsibilities:
·  Demonstrate behaviors that embody and embrace living in our Woodforest Core Values of Service, Community, Ownership, and Integrity.
·  Utilize and gain proficiency in key contact center technologies including but not limited to CCaaS, KBase, Performance Management, Speech Analytics and Quality Assurance.
·  Responsible for ensuring effective and efficient daily operations of the contact center.
·  Lead a team of agents; plan and organize to meet ‘responsiveness’ and ‘customer experience’ metrics.
·  Analyze team performance including but not limited to productivity, ‘voice of the customer’ and ‘quality’ metrics and use the data to identify opportunities and trends.

Competencies Required:
·  Strong leadership skills with ability to drive performance management.
·  Customer service orientation with effective problem-solving abilities.
·  Analytical mindset to quickly evaluate and use data to drive best next actions.
·  Ability to maintain the highest level of confidentiality, follow directions, and apply proper policies, procedures, and guidelines.
·  Solid knowledge of / or the ability to learn multiple banking systems, including Microsoft Word and Outlook, and ability to quickly learn of other banking products, services, policies, procedures, and regulatory guidelines, as well as engaging in a sales and service process.
·  Ability to maintain composure and convey a positive attitude while interacting with customers and internal team members.
·  Proficient listening and communications skills, both written and verbal.
·  Ability to effectively give critical feedback, inspire and coach employee performance.
·  Ability to meet or exceed business goals and objectives, while fostering a team atmosphere.
·  Ability to prioritize and manage multiple responsibilities and projects in a fast-paced environment.
·  Ability to work within the operating hours and days for this position; demonstrate good attendance and punctuality.
·  Comfortable receiving ongoing performance feedback and coaching.

 Minimum Qualifications/Experience:
·  5+ years of experience in a contact center or similar customer service environment required.
·  3+ years of quality assurance coaching experience or a combination of lead and supervisory experience of customer service representatives required; OR
   ·  3+ years of Woodforest Branch Manager experience consistently meeting or exceeding performance expectations required; OR
   ·  3+ years of Woodforest CXC Quality Assurance experience consistently meeting or exceeding performance expectations required.

Formal Education & Certification:
·  High School diploma or equivalent required.
·  Bachelor’s degree preferred.

Work Status:
·  Full-Time.

Supervisory Responsibility:
·  2 or more direct reports.

Travel:
·  10% travel expected.

Working Conditions:
·  Professional call center environment with extensive use of telephone and personal computers. Conditions involve lifting no more than ten pounds, sitting most of the time, but may involve walking, moving, or standing for brief periods, and occasionally lifting and carrying articles like files, ledgers, folders, etc.

Disclaimer:
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing herein restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Woodforest is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or other status protected by law or regulation.

Job: Operations

Primary Location: Texas-The Woodlands

Schedule: Full-time

Work Locations: 

Unposting Date: Ongoing

Organization: Texas - Houston