Digital Banking CX Leader & Team Coach
Emprise Bank
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Benefits offered by this job
Job summary
Emprise Bank is seeking a Customer Service Agent Manager - Digital to lead customer experience, digital engagement, and business banking support within the Contact Center. The role focuses on transforming insights into sustainable improvements that enhance service quality, operational efficiency, and organizational performance.
The successful candidate will drive cross-functional initiatives, coach teams, and promote first-contact resolution while balancing customer satisfaction with regulatory
Qualifications
- Exemplary customer service experience.
- Experience with achieving sales goals/objectives.
- Team management experience.
- Confident, articulate communications.
- Initiative and strong work ethic.
- Ability to build and maintain relationships with reports, associates, vendors, and customers.
- Understanding and commitment to Emprise values.
- Willingness for continuous development.
Responsibilities
- Own and improve Contact Center customer journeys, focusing on digital and business banking experiences.
- Evaluate end-to-end interactions to identify friction, inefficiencies, and gaps.
- Analyze feedback, insights, metrics, and trends to craft data-driven improvements.
- Lead cross-functional initiatives to improve outcomes and service delivery.
- Partner with internal stakeholders and vendors to optimize experiences.
- Measure impact and adjust strategies based on performance.
Skills
Job description
Emprise Bank is seeking a Customer Service Agent Manager - Digital to lead customer experience, digital engagement, and business banking support within the Contact Center. The role focuses on transforming insights into sustainable improvements that enhance service quality, operational efficiency, and organizational performance.
The successful candidate will drive cross-functional initiatives, coach teams, and promote first-contact resolution while balancing customer satisfaction with regulatory
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