Contact Center Administrator

Contact Center Administrator

The Contact Center Administrator is responsible for overseeing the daily operations of the Contact Center while ensuring exceptional service delivery across all customer interaction channels. This position provides leadership, coaching, and operational oversight to Contact Center Specialists, manages departmental performance, and supports the organization's strategic goals through customer experience excellence, process improvement, and operational efficiency.

The Contact Center Administrator oversees daily contact center activities including inbound calls, outbound communications, email requests, online inquiries, and digital support channels. They monitor service levels, call volumes, response times, and staffing requirements to ensure operational effectiveness. They manage workforce scheduling and resource allocation to meet customer service objectives and ensure staff adherence to established policies, procedures, and service standards.

The Contact Center Administrator supervises Contact Center Specialists and provides ongoing coaching and performance feedback. They conduct performance evaluations and assist employees in achieving professional development goals. They identify training needs and coordinate educational opportunities to improve employee effectiveness and promote a positive and engaging work environment that supports employee retention and development.

The Contact Center Administrator resolves complex customer concerns and escalated service issues. They monitor service quality and implement improvements to enhance customer satisfaction. They champion customer-centric practices that improve customer engagement and loyalty and ensure consistent delivery of accurate product and service information.

The Contact Center Administrator develops and maintains reports related to service levels, call activity, productivity, quality assurance, and customer satisfaction. They analyze operational data to identify trends, opportunities, and risks and present results and recommendations to management on a regular basis. They track departmental performance against established goals and key performance indicators.

The Contact Center Administrator ensures adherence to all banking regulations, organizational policies, and internal controls. They maintain confidentiality and security of customer information, assist with audits, examinations, and compliance reviews, and identify operational risks and recommend corrective actions when necessary.

The Contact Center Administrator evaluates workflows and recommends enhancements to improve efficiency and customer experience. They support automation, digital banking initiatives, and technology improvements and participate in cross-functional projects designed to improve operational effectiveness. They document and maintain departmental procedures and user guides.

The Contact Center Administrator performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual or departmental circumstances.

The Contact Center Administrator occasionally ascends/descends stairs to move through the different floors of the location. They need to be able to move about inside the office to accomplish tasks. They must be able to remain in a stationary position more than two-thirds of the time. They occasionally adjust or move objects in all directions and constantly move wrists, hands, and/or fingers.