EDUCATION

Bachelor's degree in Business, Finance, Management, Communications, or a related field preferred. Equivalent combination of education, training, and experience may be considered.

EXPERIENCE

Minimum five (5) years of customer contact center, retail banking, branch operations, or customer service leadership experience.

PREFERRED SKILLS

Strong leadership, coaching, and employee development skills. Exceptional verbal and written communication abilities. Advanced customer service and relationship management skills. Knowledge of banking products, services, regulations, and compliance requirements. Ability to analyze operational data and produce actionable insights. Experience with contact center technology, workforce management systems, and CRM platforms. Proficiency in Microsoft Office Suite, including Excel, Word, Outlook, and Teams. Strong problem-solving and decision-making capabilities. Ability to manage multiple priorities in a fast-paced environment. Experience leading process improvement and customer experience initiatives. Knowledge of digital banking platforms, online account opening, mobile banking, and electronic payment services. Strong organizational and project management skills. Ability to build collaborative relationships across departments. Understanding of quality assurance, service level management, and performance metrics. Experience with change management and employee engagement initiatives.

ROLE AND RESPONSIBILITIES

The Contact Center Administrator is responsible for overseeing the daily operations of the Contact Center while ensuring exceptional service delivery across all customer interaction channels. This position provides leadership, coaching, and operational oversight to Contact Center Specialists, manages departmental performance, and supports the organization's strategic goals through customer experience excellence, process improvement, and operational efficiency.

ESSENTIAL DUTIES

Operations Management Oversee daily contact center activities including inbound calls, outbound communications, email requests, online inquiries, and digital support channels. Monitor service levels, call volumes, response times, and staffing requirements to ensure operational effectiveness. Manage workforce scheduling and resource allocation to meet customer service objectives. Ensure staff adherence to established policies, procedures, and service standards. Leadership & Team Development Supervise Contact Center Specialists and provide ongoing coaching and performance feedback. Conduct performance evaluations and assist employees in achieving professional development goals. Identify training needs and coordinate educational opportunities to improve employee effectiveness. Promote a positive and engaging work environment that supports employee retention and development. Customer Experience Resolve complex customer concerns and escalated service issues. Monitor service quality and implement improvements to enhance customer satisfaction. Champion customer-centric practices that improve customer engagement and loyalty. Ensure consistent delivery of accurate product and service information. Reporting & Analytics Develop and maintain reports related to service levels, call activity, productivity, quality assurance, and customer satisfaction. Analyze operational data to identify trends, opportunities, and risks. Present results and recommendations to management on a regular basis. Track departmental performance against established goals and key performance indicators. Compliance & Risk Management Ensure adherence to all banking regulations, organizational policies, and internal controls. Maintain confidentiality and security of customer information. Assist with audits, examinations, and compliance reviews. Identify operational risks and recommend corrective actions when necessary. Process Improvement Evaluate workflows and recommend enhancements to improve efficiency and customer experience. Support automation, digital banking initiatives, and technology improvements. Participate in cross-functional projects designed to improve operational effectiveness. Document and maintain departmental procedures and user guides.

ANCILLARY DUTIES

Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual or departmental circumstances.

PHYSICAL REQUIREMENTS

Occasionally ascends/descends stairs to move through the different floors of the location. The person in this position needs to be able to move about inside the office to accomplish tasks. Must be able to remain in a stationary position more than two-thirds of the time. Occasionally adjust or move objects in all directions. Constantly moves wrists, hands, and/or fingers.