Director, Banking Contact Center

At FNBO, our employees are the heart of our story—and we’re committed to their success! Please see below the details of this career opportunity and how it fits into our organization’s success.Summary of the Job:This role will be required to onsite in one of FNBO site locations regularly each week.The Site Director is responsible for overseeing the entire operations of a contact center location, ensuring optimal performance, efficiency, and customer satisfaction. This senior leadership role involves managing a team of managers who directly supervise frontline call center agents. The Site Director plays a crucial role in implementing strategic initiatives, maintaining operational excellence, and fostering a positive work environment.About This Role:Leadership and Management:Provide strategic direction and leadership to the contact center manager teamDevelop and implement skill-specific goals aligned with overall organizational objectivesMentor and coach managers to enhance their skills and performanceFoster a culture of continuous improvement and employee engagementOperational Excellence:Oversee daily operations to ensure efficient workflow and high-quality customer serviceMonitor and analyze key performance indicators (KPIs) to identify areas for improvementImplement and optimize processes to enhance productivity and reduce costsEnsure compliance with company policies, industry regulations, and legal requirementsPerformance Management:Set performance targets for each team and manager that align to a ‘high performance culture’Regularly review team and individual performance metricsCollaborate with managers to ensure delivery of performance improvement activitiesRecognize and reward high-performing teams and individualsEnsure proper differentiation of performance rewards in accordance with organizational philosophyCustomer Experience:Champion a customer-centric culture throughout the contact center including various forms of servicingAnalyze customer and agent feedback and satisfaction metrics to drive improvementsImplement strategies to enhance the overall customer experienceWorkforce Management:Partner with workforce management to ensure proper staffing levels, scheduling, and resource allocationCollaborate with HR to develop effective recruitment and retention strategiesE nsure proper training and development programs are in place for all staff levelsStakeholder Management:Collaborate with other departments (e.g., IT, HR, Finance) to support site operationsBuild and maintain relationships with key internal and external partners Technology and Innovation:Stay informed about industry trends and emerging technologiesRecommend and implement new technologies to improve efficiency and customer serviceEnsure proper utilization and maintenance of existing systems and equipmentThe Ideal Candidate for This Role:Required:B achelor’s degree in Business Administration , Management, or related field or 10+ years of experience in contact center management, with at least 5 years in a leadership role .Proven track record of successfully managing large teams and improving operational performanceStrong analytical and problem-solving skillsExcellent communication and interpersonal skillsIn-depth knowledge of contact center technologies, metrics, and best practicesDesired:Previous experience in financial servicesPrior experience with off-shore outsourcing effortsFNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDICFNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)#IND123Candidates must possess unrestricted work authorization and not require future sponsorship.Compensation:Compensation range (base pay): $112,937.00-$191,995.00This role may have a specific starting pay within this range.Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level.Work Environment:It is anticipated that the incumbent in this role will work onsite at the posted location. Our onsite environment fosters innovation, mentorship, and a vibrant culture where ideas flow freely and relationships flourish. As part of our team, you'll experience the energy of our collaborative spaces designed to support your professional growth while working alongside talented colleagues who inspire excellence daily. Please note that work location is subject to change based on business needs.Benefits Overview:We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs:Medical, Dental, Vision Insurance401k, With Matching ContributionsTime Off ProgramsHealth Savings Account (HSA)/Dependent CareEmployee BankingGrowth OpportunitiesTuition AssistanceShort-Term/Long-Term Disability InsuranceLearn more about FNBO benefits here: .For additional information regarding compensation and benefits, e-mail FNBO at View email address on click.appcast.io . To ensure you receive a response, include the number of this job (listed below) in the subject line of your message.Job number: R-20261455Equal Opportunity & Belonging:FNBO believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves—no matter their role or where they are in their journey.Learn more here.FNBO is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity.Click here to download 'EEO is The Law' Self-Print PosterClick here to download 'EEO is The Law' Supplement for Federal ContractorsClick here to download 'EEO is The Law' GINA SupplementFNBO is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDICFNBO follows federal law regarding the use of marijuana (this applies to all non-California applicants)Application Deadline:All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants. #J-18808-Ljbffr Fnbo---First-National-Bank-of-Omaha-1