Ridgewood Savings Bank
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Contact Center Manager
role at
Ridgewood Savings Bank
Estimated Salary:
$85,000-$110,000 per year Duties and Responsibilities:
Manage and lead a team of customer support professionals, setting clear performance expectations and goals for growth. Assist the Digital Channels Officer with overseeing daily contact center operations, business development, and support initiatives. Partner with Retail Banking to retain and deepen cross-channel deposit relationships. Ensure staff adherence to Bank SLAs. Promote teamwork, employee respect, empowerment, and open communication within the Contact Center environment. Mitigate fraud by analyzing customer behavior and collaborating on fraud policies. Analyze contact center metrics and KPIs to lead improvement initiatives. Make management recommendations based on data analysis and assist in implementation. Ensure compliance with contact center policies and regulatory requirements. Conduct performance evaluations, coaching, and training for staff. Collaborate across departments to resolve customer inquiries and escalated issues. Review and approve daily work and reports to ensure policy adherence. Stay updated on industry trends, best practices, and emerging technologies. Support inbound call handling during high volume periods. Recruit, train, coach, and discipline employees; manage scheduling and payroll; enforce policies. Participate in special projects as needed. Availability to work evenings and weekends as required. Job Specifications:
3-5 years of contact center management experience. Proven leadership, management, and motivational skills. Knowledge of contact center technology (ACD, workforce management, quality management). Awareness of relevant regulations (Bank Secrecy Act, Privacy, Fair Lending). Ability to work in a fast-paced, changing environment. Strong analytical, organizational, and communication skills. Project management experience, especially cross-departmental efforts. 4-year college degree preferred. Experience in Electronic Banking is a plus. Proficiency in Microsoft Office and familiarity with mobile and desktop operating systems. Excellent interpersonal and collaboration skills. Additional Information:
Seniority level: Mid-Senior level Employment type: Full-time Industry: Banking
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Contact Center Manager
role at
Ridgewood Savings Bank
Estimated Salary:
$85,000-$110,000 per year Duties and Responsibilities:
Manage and lead a team of customer support professionals, setting clear performance expectations and goals for growth. Assist the Digital Channels Officer with overseeing daily contact center operations, business development, and support initiatives. Partner with Retail Banking to retain and deepen cross-channel deposit relationships. Ensure staff adherence to Bank SLAs. Promote teamwork, employee respect, empowerment, and open communication within the Contact Center environment. Mitigate fraud by analyzing customer behavior and collaborating on fraud policies. Analyze contact center metrics and KPIs to lead improvement initiatives. Make management recommendations based on data analysis and assist in implementation. Ensure compliance with contact center policies and regulatory requirements. Conduct performance evaluations, coaching, and training for staff. Collaborate across departments to resolve customer inquiries and escalated issues. Review and approve daily work and reports to ensure policy adherence. Stay updated on industry trends, best practices, and emerging technologies. Support inbound call handling during high volume periods. Recruit, train, coach, and discipline employees; manage scheduling and payroll; enforce policies. Participate in special projects as needed. Availability to work evenings and weekends as required. Job Specifications:
3-5 years of contact center management experience. Proven leadership, management, and motivational skills. Knowledge of contact center technology (ACD, workforce management, quality management). Awareness of relevant regulations (Bank Secrecy Act, Privacy, Fair Lending). Ability to work in a fast-paced, changing environment. Strong analytical, organizational, and communication skills. Project management experience, especially cross-departmental efforts. 4-year college degree preferred. Experience in Electronic Banking is a plus. Proficiency in Microsoft Office and familiarity with mobile and desktop operating systems. Excellent interpersonal and collaboration skills. Additional Information:
Seniority level: Mid-Senior level Employment type: Full-time Industry: Banking
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