Contact Center Manager I
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:
A Bachelor's Degree or equivalent banking/lending experience is required Previous call center experience is required Previous experience in a sales environment is required 2
years of management/supervisory experience is required Previous experience in coaching/mentoring team members is required Must have a thorough knowledge of Bank Deposit and Retail Loan Products and Services Must have strong knowledge of all established policies, regulations, compliance, security/controls, guidelines, and procedures Must have strong computer skills and knowledge of MS Office Products Excellent oral and written communication skills and the ability to work effectively in a multi-task, high-volume environment is required Must be a motivated, self-starter requiring minimal supervision and prioritize work effectively Must have superior telephone skills and listening ability as well as excellent problem solving and listening skills Based on experience and skill, this applicant will possess extensive knowledge of not only products and services, but also on product management and leading teams WSFS Bank is inclusive and supportive of individual needs
If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at
careers@wsfsbank.com
WSFS is an equal opportunity employer
We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics
At WSFS Bank we empower our Associates to forge the careers of their dreams, we guide our Customers to secure their financial futures, and we actively support our Communities so they can fully thrive
We know that when we work together and move forward with purpose a brighter path to the future lies ahead for our Associates, our Customers, and the Communities we serve
WSFS Financial Corporation (WSFS) is a multibillion-dollar financial services company
Its primary subsidiary, WSFS Bank, is the oldest and largest locally-headquartered bank and trust company in the Greater Philadelphia and Delaware region
As of March 31, 2023, WSFS Financial Corporation had $20.3 billion in assets on its balance sheet and $65.6 billion in assets under management and administration
WSFS operates from 119 offices, 92 of which are banking offices, located in Pennsylvania (61), Delaware (39), New Jersey (17), Virginia (1) and Nevada (1) and provides comprehensive financial services including commercial banking, retail banking, cash management and trust and wealth management
Other subsidiaries or divisions include Arrow Land Transfer, Bryn Mawr Capital Management, LLC, Bryn Mawr Trust , The Bryn Mawr Trust Company of Delaware, Cash Connect , NewLane Finance , Powdermill Financial Solutions, WSFS Institutional Services , WSFS Mortgage , and WSFS Wealth Investments
Serving the Greater Delaware Valley since 1832, WSFS Bank is one of the ten oldest banks in the United States continuously operating under the same name.Estimated Salary: $20 to $28 per hour based on qualifications.
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:
A Bachelor's Degree or equivalent banking/lending experience is required Previous call center experience is required Previous experience in a sales environment is required 2
years of management/supervisory experience is required Previous experience in coaching/mentoring team members is required Must have a thorough knowledge of Bank Deposit and Retail Loan Products and Services Must have strong knowledge of all established policies, regulations, compliance, security/controls, guidelines, and procedures Must have strong computer skills and knowledge of MS Office Products Excellent oral and written communication skills and the ability to work effectively in a multi-task, high-volume environment is required Must be a motivated, self-starter requiring minimal supervision and prioritize work effectively Must have superior telephone skills and listening ability as well as excellent problem solving and listening skills Based on experience and skill, this applicant will possess extensive knowledge of not only products and services, but also on product management and leading teams WSFS Bank is inclusive and supportive of individual needs
If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at
careers@wsfsbank.com
WSFS is an equal opportunity employer
We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics
At WSFS Bank we empower our Associates to forge the careers of their dreams, we guide our Customers to secure their financial futures, and we actively support our Communities so they can fully thrive
We know that when we work together and move forward with purpose a brighter path to the future lies ahead for our Associates, our Customers, and the Communities we serve
WSFS Financial Corporation (WSFS) is a multibillion-dollar financial services company
Its primary subsidiary, WSFS Bank, is the oldest and largest locally-headquartered bank and trust company in the Greater Philadelphia and Delaware region
As of March 31, 2023, WSFS Financial Corporation had $20.3 billion in assets on its balance sheet and $65.6 billion in assets under management and administration
WSFS operates from 119 offices, 92 of which are banking offices, located in Pennsylvania (61), Delaware (39), New Jersey (17), Virginia (1) and Nevada (1) and provides comprehensive financial services including commercial banking, retail banking, cash management and trust and wealth management
Other subsidiaries or divisions include Arrow Land Transfer, Bryn Mawr Capital Management, LLC, Bryn Mawr Trust , The Bryn Mawr Trust Company of Delaware, Cash Connect , NewLane Finance , Powdermill Financial Solutions, WSFS Institutional Services , WSFS Mortgage , and WSFS Wealth Investments
Serving the Greater Delaware Valley since 1832, WSFS Bank is one of the ten oldest banks in the United States continuously operating under the same name.Estimated Salary: $20 to $28 per hour based on qualifications.
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