Contact Center Leader: Service Excellence & Growth

Wintrust Financial Corporation; Northbrook (IL); On-site; USD 59,000 - 77,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) match

Tuition Reimbursement

Parental Leave

Employee Assistance Program

Job summary

Wintrust Financial Corporation in Illinois is seeking a skilled Contact Center Manager to lead daily operations, ensure service levels, and optimize customer experience across phone, email, mail, and webchat.

The role calls for coaching Supervisors, analyzing performance data, and coordinating with Workforce Management to balance staffing and queue performance. The ideal candidate has 3+ years in a leadership role and an Associate degree.

Qualifications

• 3+ years of contact center, customer service, or related leadership experience.
• Associate degree or equivalent combination of education and relevant work experience.
• Experience leading, coaching, and developing employees in a performance-driven environment.
• Strong understanding of contact center operations, service level management, and customer experience best practices.

Responsibilities

• Lead daily contact center operations to achieve service level goals, KPIs, and customer experience objectives.
• Provide leadership, guidance, and support to Supervisors, ensuring effective team management and development.
• Monitor customer feedback, quality results, and service trends to drive continuous improvement.
• Resolve complex customer concerns and partner with cross-functional teams for sustainable solutions.
• Balance workloads and make real-time operational decisions to maintain service levels across channels.
• Collaborate with Workforce Management to optimize staffing and schedule adherence.
• Coach, mentor, and develop employees through ongoing feedback and career planning.

Skills

Contact center leadership

Performance coaching

Data analysis

MS Office

Education

Associate degree

Equivalent experience

Tools

Contact center systems

Workforce management

Job description

Wintrust Financial Corporation in Illinois is seeking a skilled Contact Center Manager to lead daily operations, ensure service levels, and optimize customer experience across phone, email, mail, and webchat.

The role calls for coaching Supervisors, analyzing performance data, and coordinating with Workforce Management to balance staffing and queue performance. The ideal candidate has 3+ years in a leadership role and an Associate degree.