Contact Center Operations Leader

State Bank; Defiance (OH); On-site; USD 65,000 - 85,000; Full time

Job summary

State Bank is seeking a Contact Center Administrator to oversee daily operations, coach specialists, and drive customer experience across channels. The role ensures performance, compliance, and efficient workflow to support strategic goals.

Candidates should have a strong background in banking services, leadership, and data-driven process improvements to enhance customer engagement and operational effectiveness.

Qualifications

• Bachelor's degree preferred; equivalent education/experience considered.
• Minimum five (5) years in customer contact center, retail banking, branch operations, or customer service leadership.

Responsibilities

• Oversee daily contact center activities including inbound/outbound calls, email requests, and online inquiries.
• Monitor service levels, call volumes, response times, and staffing requirements.
• Manage workforce scheduling and resource allocation to meet objectives.
• Ensure staff adherence to policies, procedures, and service standards.
• Lead coaching and performance feedback for frontline staff.
• Provide reporting on service levels, productivity, quality, and customer satisfaction.
• Identify training needs and drive employee development.
• Collaborate across departments to improve processes and experience.
• Maintain regulatory compliance and data security.

Skills

Leadership

Communication

Customer service

Banking products

Data analysis

CRM systems

Microsoft Office

Problem solving

Multi-tasking

Process improvement

Digital banking

Project management

Cross-department collaboration

Quality management

Change management

Education

Bachelor's degree in business/finance/related field

Tools

Contact center technology

Workforce management systems

CRM platforms

Microsoft Office (Excel, Word, Outlook, Teams)

Job description

State Bank is seeking a Contact Center Administrator to oversee daily operations, coach specialists, and drive customer experience across channels. The role ensures performance, compliance, and efficient workflow to support strategic goals.

Candidates should have a strong background in banking services, leadership, and data-driven process improvements to enhance customer engagement and operational effectiveness.