Senior Customer Experience & Contact Center Lead

BankPlus

Ridgeland (MS)

On-site

USD 85,000 - 115,000

Full time

4 days ago

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Job summary

BankPlus is seeking a Customer Experience Manager to lead the Customer Experience Center, focusing on strategic direction, operations, and technology management. You will drive service excellence, mentor leaders, and optimize processes while coordinating with IT and vendors to support strategic initiatives.

The role requires deep banking/call center experience and a track record of improving customer outcomes.

Qualifications

Bachelor’s degree required.
Ten or more years of management experience, preferably in a call center or banking environment.
Strong mentoring and relationship-building skills to manage conflict.
Effective leadership, organization, reliability, and results orientation.
Experience developing training and professional development for frontline teams.
Ability to manage many employees and projects simultaneously.
Advanced computer skills including Microsoft Office; contact center software preferred.

Responsibilities

Provide strategic leadership for the Customer Experience Center.
Oversee daily department operations and deliver exceptional customer service.
Lead workforce management including forecasting, scheduling, and capacity planning.
Develop organizational structure, staffing, onboarding, training, and performance management.
Monitor service metrics, drive continuous improvement, and optimize processes.
Own contact center technologies (Genesys and telephony) and vendor relationships.
Handle escalated customer issues and ensure effective resolutions.
Ensure compliance with banking regulations and participate in rewards programs.