Contact Center Manager

Contact Center Manager

Start a career with First National Bank Alaska, the *Best Place to Work in Alaska* as recognized 11 years in a row by Alaska Business magazine readers.

Attention Customer Contact Center Managers!

We are seeking an experienced contact center professional with leadership experience, and the technical, communication and problem-solving skills to lead and optimize the bank's Contact Center Unit. This position manages the daily operations of the Contact Center ensuring service levels and response times across all customer interaction channels while consistently meeting high-quality standards.


We have a competitive salary schedule based upon minimum experience to very experienced; the job/salary offer would be commensurate with your experience.

Schedule: Monday-Friday, some extended and weekend work required.


GENERAL PURPOSE SUMMARY
Lead and optimize the bank's Contact Center Unit (unit) to deliver high-quality, efficient, and compliant service across all customer interaction channels (phone, email, and digital platform). Ensures alignment with the bank's strategic objectives by driving customer satisfaction, operational excellence and team performance while maintaining strict adherence to regulatory and security requirements by performing the following essential duties and responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Manages daily operations of Contact Center; ensures service levels (SLAs), response times, and quality standards are consistently met. Partners with Contact Center Supervisors to manage staffing levels, scheduling, and workforce planning to align with call volumes and business needs.
2. Drives initiatives to improve customer satisfaction (SCAT), Net Promoter Score (NPS) and first-call resolution. Handles escalated customer issues and ensures timely, effective resolution.
3. Provides leadership, direction, coaching and development to supervisors and agents to achieve desired performance outcomes. Establishes clear performance expectations, service standards and accountability measures that are aligned with the bank's customer experience strategy.
4. Tracks key performance indicators (KPIs) such as average handle time, service levels, abandonment rate, and quality scores. Prepares and presents performance reports to senior management and makes recommendations to improve department performance.
5. Leads the team in identifying and reconciling inefficiencies and implements process improvements, automation, or technology enhancements. Leads continuous improvement initiatives and liaises with other bank departments as needed for system and programing issues.
6. Oversees the unit's systems, such as CRM, telephony, or IVR (voicemail) platforms. Collaborates with other departments to implement system upgrades.
7. Collaborates with branch administration, digital banking, compliance, and IT to improve customer experience and service offering.
8. Ensures adherence to banking regulations, internal policies, data privacy laws, and security standards. Partners with compliance and other administrative teams to implement controls and audit readiness.
9. Ensures team is strictly adhering to the bank's security procedures for customer identification and red flag identification. Notifies appropriate areas and takes immediate action if fraud is suspected or identified.
10. Keeps current with pertinent banking laws and regulations, including but not limited to Reg. DD, Reg. CC, Reg. E, Bank Secrecy Act, Community Reinvestment Act, and Right to Financial Privacy Act, FDIC deposit insurance, and Reg. Z.
11. Performs other work-related duties as assigned by supervisor.

COMPLIANCE EXPECTATIONS

• Ensure business unit's operations comply with bank policy, procedures, and banking regulations (for business unit heads).
• Ensure you and your delegates have adequate and current compliance training, and ensure training is completed on time.
• Stay updated on relevant laws and regulations.
• Ensure you and your delegates comply with the bank's policies, procedures, laws and regulations.
• Maintain customer confidence and protect the bank's operations by you and your delegates identifying and protecting confidential information.

SUPERVISORY RESPONSIBILITIES
Manages the Contact Center Unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems; and making recommendations regarding the hiring and terminating of employees.

QUALIFICATION REQUIREMENTS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.


EDUCATION and/or EXPERIENCE:
Minimum: Bachelor's degree in business, accounting, or finance and four years progressively responsible branch operations/deposit experience including two years in a management capacity; or six years progressively responsible bank operations/deposit experience including two years in a management capacity; or equivalent combination of education/training and experience.

Preferred: Sales experience.


OTHER SKILLS and ABILITIES:
Word processing and spreadsheet software experience required. The ability to handle highly confidential information, frequent deadlines, and time constraints required.


LANGUAGE SKILLS:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from managers, customers, business owners and decision-makers and the general public.


MATHEMATICAL SKILLS:
Ability to work with mathematical concepts such as probability and statistical inference. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.



REASONING SKILLS:
Ability to define problems, collect data, establish facts, assess risk and draw conclusions. Ability to interpret an extensive variety of technical instructions in, mathematical or diagram form and deal with several abstract variables.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.


While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision ability required by this job includes close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORKING CONDITIONS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.


The noise level in the work environment is usually moderate.

Some extended hours and weekend work required.