Head of Customer Experience & Contact Center Ops

BankPlus; Ridgeland (MS); On-site; USD 90,000 - 140,000; Full time

Job summary

BankPlus seeks a Customer Experience Manager in Ridgeland, MS, to lead the Customer Experience Center with a focus on service quality, efficiency, and workforce performance. You will own contact center technology, drive process improvements, and collaborate with IT and vendors to meet strategic initiatives.

The role requires a Bachelor’s degree and 10+ years in management within banking or call center settings, plus strong leadership and mentoring skills.

Qualifications

• Bachelor’s degree required.
• 10+ years in management, preferably in call center or banking.
• Strong mentoring, relationship-building and conflict resolution skills.
• Proven leadership, analytical, organized and results-driven.
• Ability to develop training programs for frontline teams.
• Experience managing multiple employees and projects simultaneously.
• Experience with vendors and customer-facing roles.

Responsibilities

• Provide strategic leadership for the Customer Experience Center.
• Develop and execute strategies to improve customer experience and operational effectiveness.
• Mentor and coach frontline leaders to deliver best-in-class service.
• Oversee staffing, forecasting, scheduling, and capacity planning.
• Manage contact center technologies and ensure system optimization.
• Handle escalated customer issues and ensure timely resolutions.
• Communicate goals and performance results to stakeholders.
• Maintain business continuity plans for the CEC.
• Oversee payroll reporting and regulatory compliance.

Skills

Leadership

Mentoring

Strategic planning

Operations management

Call center management

Banking experience

Vendor management

Analytical skills

Communication

Education

Bachelor’s Degree

Tools

Genesys

Telephony platforms

MS Office Suite

Job description

BankPlus seeks a Customer Experience Manager in Ridgeland, MS, to lead the Customer Experience Center with a focus on service quality, efficiency, and workforce performance. You will own contact center technology, drive process improvements, and collaborate with IT and vendors to meet strategic initiatives.

The role requires a Bachelor’s degree and 10+ years in management within banking or call center settings, plus strong leadership and mentoring skills.