Contact Center Group Manager - Vice President

Citizens Bank

Johnston, RI, US
4 days in office
Management oversight of leaders
Drive attainment of goals
People leadership
Citizens Bank is seeking a Contact Center Group Manager - Vice President, responsible for overseeing a team within an inbound customer service call center. The role requires strategic direction in service quality, productivity, and key performance goals, while fostering a collaborative and engaging work environment

Job Summary

  • As the Contact Center Group Manager – Vice President, you will set strategic direction and have management oversight of a team of leaders and customer service professionals supporting an inbound customer service call center.
  • The Group Manager will drive the resolution of complex problems and initiatives while fostering an environment of continuous improvement and innovation.
  • Lead a team of 5-10 direct report managers, each with teams of 15-20 customer service professionals located in Johnston RI, and Pittsburgh, PA.

Matching Summary

Match Score: 85

Citizens Bank is seeking a Contact Center Group Manager - Vice President, responsible for overseeing a team within an inbound customer service call center. The role requires strategic direction in service quality, productivity, and key performance goals, while fostering a collaborative and engaging work environment.

Skills & Requirements

Must-have

  • management oversight of leaders
  • drive attainment of goals
  • people leadership
  • customer and colleague experience
  • resolve complex problems
  • continuous improvement and innovation

Nice-to-have

  • champion for the voice of the customer
  • talent energizer
  • role model of inclusive behaviors
  • empathy and authenticity
  • diverse perspectives and capabilities

Key Requirements

  • 3+ years experience managing leaders
  • 2+ years in a contact center environment
  • Bachelors degree or comparable experience
  • Extensive knowledge of contact center systems
  • Ability to travel quarterly

Work Rights

Not specified

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