Contact Center Manager

Position Title: Contact Center Manager

Business Unit: Retail Operations

Reports to: Director of Contact Center Operations

Position Overview:

This position is responsible for the execution of the contact center strategic plan; leveraging KPIs and reporting to ensure all supervisors and teams are effectively meeting or exceeding productivity and both the customer and employee experience expectations while reinforcing a highly engaged culture. Additionally, this position leads by example through effective performance management, mentoring, and ongoing development across their teams.

Primary Responsibilities:

Deliver results against the defined performance and customer experience objectives defined by the Contact Center performance expectations. Manage business metrics by supervisor and team to ensure all outlier performance issues are effectively addressed. Coordinate with peers and senior leadership to ensure consistency across all sites.

Conduct performance coaching and training for supervisors. Ensure effective execution of all required coaching and management routines by direct reports. Responsible for ensuring the overall employee experience including the on-boarding of new hires and employee engagement creates a favorable work environment.

Ensures department operations, policies & procedures, performance goals, and rewards and recognition programs are executed according to published policies and guidelines. Collaborating with cross functional teams when appropriate.

Research, address, and document escalated customer inquiries or complaints to ensure effective resolution in a timely manner, providing feedback and coaching as necessary to ensure single resolution.

Ongoing personal development to ensure expertise of all banking products, services, and policies & procedures. Ongoing personal development of coaching and leadership skills.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program. F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

High School or GED

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

7

Skills Required to Perform the Primary Responsibilities of this Position:

Excellent communication skills, both written and verbal

Excellent customer service skills

Excellent organizational, analytical and interpersonal skills

Ability to work and multi-task in a fast paced environment

Detail-oriented

Ability to use a personal computer and job-related software

MS Excel - Basic Level

MS Word - Basic Level

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A

Equal Employment Opportunity (EEO):

It is the policy of FNB not to discriminate against any employee or applicant for employment because of his or her race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, or status as a protected veteran. FNB provides all applicants and employees a discrimination and harassment free workplace.