Contact Center Manager I

Job Description

WSFS Bank is currently seeking a Contact Center Manager I. The Contact Center Manager I will provide leadership and management to a Contact Center Team with the focus of meeting or exceeding Customer Service standards and sales goals. This role creatively handles and resolves complex customer issues and works collaboratively with Internal Operational Teams and Retail Branches to communicate effectively with the Customer. The incumbent will be responsible for the achievement of sales and referral goals and service standards by the Contact Center Team. While being accountable for motivating Contact Center Agents to identify opportunities, expand relationships, refer Customers to lending and business partners, and for ensuring objectives of the Contact Center Team are met. The incumbent will be responsible for communications regarding policy and procedure changes as they occur through individual One-On-One Sessions and Monthly Team Meetings.

The Contact Center Manager I will be responsible for planning and leading daily huddles designed to promote goal achievement and communicate essential information while planning and promoting sales huddles, sales sprints, and other sales-related motivational meetings for the Team. The incumbent will be responsible for the resolution of Customer complaints received directly from Customers, Contact Center Agents, and Executive Management.

This is a full-time, 40-hr work week M-F 7:00 AM - 7:00 PM and rotating Saturdays and Sundays 9:00 AM - 3:00 PM.

Minimum Qualifications:

• A Bachelor's Degree or equivalent banking/lending experience is required

• Previous call center experience is required

• Previous experience in a sales environment is required

• 2+ years of management/supervisory experience is required

• Previous experience in coaching/mentoring team members is required

• Must have a thorough knowledge of Bank Deposit and Retail Loan Products and Services

• Must have strong knowledge of all established policies, regulations, compliance, security/controls, guidelines, and procedures

• Must have strong computer skills and knowledge of MS Office Products

• Excellent oral and written communication skills and the ability to work effectively in a multi-task, high-volume environment is required

• Must be a motivated, self-starter requiring minimal supervision and prioritize work effectively

• Must have superior telephone skills and listening ability as well as excellent problem solving and listening skills

• Based on experience and skill, this applicant will possess extensive knowledge of not only products and services, but also on product management and leading teams

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at careers@wsfsbank.com.

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.