Director, Customer Engagement Center (Remote)

Overview

This is a remote role that may only be hired in the following locations: NC, SC, TX, or FL. Access to a major airport is required due to the travel required in this position.

The Director leads and manages Customer Engagement Center (CEC) associates across multiple call center sites. Oversees a team of associates, managers and directors who provide telephone and chat support to Bank clients. Develops strategies that ensure responsive, comprehensive service. Partners on initiatives that foster talent and improve the overall client experience. Analyzes data and performance metrics to identify opportunities for improvement. Drives changes to processes or policies that enhance operational efficiencies, associate performance, and service capabilities

Responsibilities

• Operations Oversight - Manages resources, vendors, and associates within the CEC both remotely and in person. Reviews processes and performance metrics to identify inefficiencies, potential risks, or areas of improvement. Partners on scalability models that demonstrate methods of enhancing service while reducing cost. Responsible for budgeting and the budget allocation to call center sites. Achieves financial industry metrics and ensures efficient site occupancy. Leads site performance and operational calls. Assists in creating trainings, staffing models, schedules, and other workforce management materials.
• Business Strategy - Develops strategies that enhance the client experience, service performance, and productive internal partnerships. Creates actionable insights that improve operational efficiencies and associate performance. Facilitates change management as well as the Bank's financial strategy. Fulfills wider organizational objectives and future needs while ensuring operational alignment with CCC leadership. Creates lines of succession to serve future staffing needs.
• Managerial Functions - Establishes and monitors expectations to achieve team goals. Makes appropriate changes to operations policies, procedures, and efficiencies to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes department achievements by providing professional development.
• Policy Resource - Maintains a strong knowledge of call center and banking regulations, laws, policies, and best practices in order to provide expert guidance. Ensures compliance throughout team activities with these laws and regulations. Establishes and monitors regular report processes.
  
  

Qualifications

Bachelor's Degree and 9 years of experience in Call Center Management OR High School Diploma or GED and 13 years of experience in Call Center Management

Preferred Areas Of Experience

• Experience leading multi-site call center operations within a large financial institution
• Proven experience leading both directly and through influence
• Strong understanding of Interactive Voice Response (IVR) and Intelligent Virtual Assistant (IVA) systems
• Understanding of telephony aspect of call routing
• Experience with and passion for developing teams
• Experience with CRM platforms for customer experience, specifically ServiceNow
• Undergraduate degree in the areas of Operations, Logistics or Analytics
• MBA
  
  

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.