Contact Center Operations Lead

First National Bank Alaska; Anchorage, Northern (AK, KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

First National Bank Alaska in Anchorage is seeking an experienced Contact Center Manager to lead daily operations across phone, email and digital channels. The role focuses on meeting service levels, improving customer experience, and ensuring compliance with banking regulations.

You will coach supervisors and agents, manage staffing, and drive continuous improvement in KPIs such as AHT, CSAT, and NPS. Schedule: Monday–Friday with some extended and weekend work; salary is commensurate with

Qualifications

• Bachelor's degree in business, accounting, or finance and four years progressively responsible branch operations/deposit experience including two years in a management capacity; or six years progressively responsible bank operations/deposit experience including two years in a management capacity.
• Preferred: Sales experience.
• Word processing and spreadsheet software experience required.
• Ability to handle highly confidential information, frequent deadlines, and time constraints required.

Responsibilities

• Manages daily operations of Contact Center; ensures service levels, response times, and quality standards are met.
• Drives initiatives to improve customer satisfaction, including SCAT, NPS and first-call resolution.
• Provides leadership, direction, coaching and development to supervisors and agents.
• Tracks KPIs such as average handle time, service levels, abandonment rate, and quality scores.
• Oversees systems like CRM, telephony, or IVR platforms and coordinates with IT for upgrades.

Skills

Leadership

Operations Management

Communication

Problem Solving

Education

Bachelor's degree in business, accounting, or finance

Two years management experience in banking operations

Job description

First National Bank Alaska in Anchorage is seeking an experienced Contact Center Manager to lead daily operations across phone, email and digital channels. The role focuses on meeting service levels, improving customer experience, and ensuring compliance with banking regulations.

You will coach supervisors and agents, manage staffing, and drive continuous improvement in KPIs such as AHT, CSAT, and NPS. Schedule: Monday–Friday with some extended and weekend work; salary is commensurate with