Contact Center Group Manager - Vice President

Job description

Contact Center Group Manager – Vice President Location – Pittsburgh or Johnston, 4 days in office JOB DESCRIPTION: 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. As a Group Manager, you will develop and drive the attainment of all service, quality, productivity and key performance goals. You will build and lead a high performing team and be accountable for all aspects of people leadership including hiring, coaching, development, performance management, training, engagement, etc. This role will focus relentlessly on both the customer and colleague experience, ensuring SLA’s are maintained while also identifying trends/opportunities for improvements. The Group Manager will drive the resolution of complex problems and initiatives while fostering an environment of continuous improvement and innovation. Area of Focus: - Consumer Contact Center with primary ownership of Retail Servicing including multiple call segments (Retail, Online Banking, Lost/Stolen, Citizens Access, etc.) - Note: This role requires four d...