Bank Contact Center Manager – To $125K – Brooklyn, NY – Job # 3148

Who We Are

The Symicor Group is a boutique talent acquisition firm based in Lincolnshire, IL & Rockport, TX. Our nationally unique value proposition centers around providing the very best available banking and accounting talent. In fact, most of our recruiters are former bankers or accountants themselves!

We know how to evaluate the very best banking and accounting talent available in the market. Whether you are a candidate seeking a new opportunity or a bank or company president trying to fill an essential position, The Symicor Group stands ready to deliver premium results for you.

The Position

Our Brooklyn, NY-based bank client is seeking to fill a Bank Contact Center Manager role. The successful candidate will directly manage team leads in the contact center in accordance with the bank’s policies, including interviewing, hiring, and assigning work; rewarding, developing coaching, counseling, and disciplining team members; evaluating performance; recommending team members for promotion, transfer, or termination. This role involves managing a team of Assistant Managers, Team Leads, Workforce Management, and Quality Assurance Managers.

This position offers a generous base salary of up to $125K and an excellent benefits package. (This is not a remote position).

Bank Contact Center Manager responsibilities include:

• Manage and lead a team of call center professionals, including a Workforce and Quality Assurance Manager, Assistant Manager, Team Leads, and Member Service Representatives handling member service, new accounts, and lending calls.
• Develop and implement strategies to achieve call center goals and objectives, including service level agreements, call quality, and member satisfaction targets.
• Monitor and analyze call center performance metrics, identifying areas for improvement and implementing corrective actions as necessary.
• Ensure adherence to call center policies, procedures, and regulatory requirements.
• Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement.
• Conduct regular performance evaluations, provide coaching and feedback to direct reports, and identify training needs to enhance individual and team performance.
• Collaborate with other departments to address member inquiries, resolve escalated issues, and improve the overall member experience.
• Stay updated on industry trends, best practices, and emerging technologies related to call center operations.
• Maintains a high level of confidentiality relative to any information received directly or indirectly as it relates to the organization, membership, team, and management.
• Prepare and present reports on call center performance, trends, and recommendations to senior management.
• Responsible for compliance with all Federal regulations, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC).

Who Are You?

You’re someone who wants to influence your own development. You’re looking for an opportunity where you can pursue your interests and your passion. Where a job title is not considered the final definition of who you are, but merely the starting point for your future.

You also bring the following skills and experience:

• College degree preferred.
• Five or more years of bank contact center management experience.
• Maintain up-to-date knowledge of and adhere to all state and federal regulations that pertain to this position including but not limited to Bank Secrecy Act, Consumer Privacy, and Fair Lending.
• Demonstrated cross-functional communication and relationship-building skills to generate trust, teamwork, and collaboration.

The next step is yours. Email us your current resume along with the position you are considering to:

resumes@symicorgroup.com