Contact Center Leader: Customer Experience & Operations

Sb Financial Group Inc.; Defiance (OH); On-site; USD 65,000 - 85,000; Full time

Job summary

Sb Financial Group Inc. is seeking a Contact Center Administrator to lead daily operations at our Defiance, OH location. You will supervise specialists, manage workforce scheduling, and drive customer experience improvements.

This role requires strong leadership, data analysis, and collaboration with cross-functional teams. Ideal candidates have five or more years in contact center or customer service leadership, a related bachelor's degree, and knowledge of banking products and compliance.

Qualifications

• Bachelor's degree in Business, Finance, Management, Communications, or a related field preferred.
• Equivalent combination of education, training, and experience may be considered.

Responsibilities

• Oversee daily contact center activities and operations.
• Monitor service levels, call volumes, and staffing to ensure effectiveness.
• Coach, develop, and evaluate Contact Center Specialists.
• Analyze operational data to identify trends and improve performance.
• Ensure compliance with banking regulations and internal controls.

Skills

Leadership

Customer service

Data analysis

CRM systems

MS Excel

Communication

Problem solving

Project management

Collaboration

Education

Bachelor's degree

Tools

CRM platforms

Workforce management

MS Excel

Teams

Job description

Sb Financial Group Inc. is seeking a Contact Center Administrator to lead daily operations at our Defiance, OH location. You will supervise specialists, manage workforce scheduling, and drive customer experience improvements.

This role requires strong leadership, data analysis, and collaboration with cross-functional teams. Ideal candidates have five or more years in contact center or customer service leadership, a related bachelor's degree, and knowledge of banking products and compliance.