Contact Center Manager

Come work with us:

Metropolitan Commercial Bank (the “Bank”) is a New York City based full-service commercial bank that provides a broad range of business, commercial and personal banking products and services to individuals, small businesses, private and public middle-market and corporate enterprises and institutions, municipalities and local government entities. The Bank operates banking centers and private client offices in Manhattan and Boro Park, Brooklyn in New York City and Great Neck on Long Island in New York State.

The Bank is a New York State chartered commercial bank, a member of the Federal Reserve System and the Federal Deposit Insurance Corporation, and an equal housing lender. The parent company of Metropolitan Commercial Bank is Metropolitan Bank Holding Corp. (NYSE: MCB).

For more information, please visit the Bank’s website at MCBankNY.com.

Metropolitan Commercial Bank was named one of Newsweek's Best Regional Banks and Credit Unions 2024. The Bank was ranked by Independent Community Bankers of America among the top ten successful loan producers for 2023 by loan category and asset size for commercial banks with more than $1 billion in assets. The Bank finished ninth in S&P Global Market Intelligence’s annual ranking of the best-performing community banks with assets between $3 billion and $10 billion for 2022 and eighth among top-performing community banks in the Northeast region for 2022.

About the role:

The Contact Center Manager at Metropolitan Bank is responsible for overseeing and managing the daily operations of our contact center. This role involves ensuring that the contact center provides outstanding customer service, meets service level agreements (SLAs), and operates efficiently. The Contact Center Manager will lead a team of supervisors and associates, implement strategic initiatives, and ensure compliance with banking regulations and internal policies.

Duties and responsibilities of the job include the following (but is not limited too):

Leadership and Team Management:

• Lead, coach, and motivate a small team of contact center associates to deliver excellent customer service in a multichannel environment.
• Develop and implement training programs to enhance the skills and performance of the contact center team. This includes developing a comprehensive understanding of all online banking services, products and tools.
• Conduct regular performance reviews, provide feedback, and implement performance improvement plans as necessary.
• Foster a positive and collaborative team environment, encouraging professional development and career growth.

Operations Management:

• Oversee the day-to-day operations of the contact center, ensuring efficiency and effectiveness in handling customer inquiries, complaints, and transactions.
• Develop and implement standard operating procedures (SOPs) and ensure adherence to quality and compliance standards.
• Monitor and analyze contact center metrics, including call volume, response times, customer satisfaction scores, and agent productivity.
• Identify and implement process improvements to enhance service delivery and customer experience.

Strategic Planning and Execution:

• Develop and execute strategic initiatives to improve contact center performance and align with the bank's objectives.
• Collaborate with senior management to set and achieve goals for customer satisfaction, and operational efficiency.
• Analyze trends in customer interactions and feedback to identify opportunities for service enhancement and innovation.
• Lead projects related to contact center technology upgrades and process automation.

Customer Experience Management:

• Ensure a customer-centric approach in all contact center activities and strive to exceed customer expectations.
• Implement best practices in customer service and stay updated on industry trends and technological advancements.
• Handle escalated customer issues with professionalism and provide timely resolutions.
• Gather customer feedback and insights to drive continuous improvement and enhance the overall customer journey.

Compliance and Risk Management:

• Ensure the contact center complies with all relevant banking regulations and internal policies.
• Identify potential risks in contact center operations and develop strategies to mitigate them.
• Maintain a secure and confidential environment for customer data and transactions.

Preferred experience, education, and qualifications:

• Bachelor’s degree in business administration, Finance, or a related field.
• Minimum of 8 years of experience in contact center or branch operations management, preferably in the banking or financial services industry.
• Proven track record of leading high-performing teams and driving operational excellence.
• Strong understanding of contact center technologies, metrics, and best practices.
• Excellent communication, interpersonal, and leadership skills.
• Ability to analyze data, generate insights, and make informed decisions.
• Experience with process improvement methodologies, such as Lean or Six Sigma, is desirable.
• Proficiency in CRM and contact center software systems.
• Perform quality work within determined timeframes
• Interact professionally with other employees, customers, vendors and shareholders
• Work independently while understanding the necessity for communicating and coordinating work efforts with other employees, departments, divisions, etc.
• Work on ad-hoc tasks, assignments and projects as needed

Potential Salary: $110,000 - $120,000 annually

This salary range only reflects base wages and does not include benefits, bonus, or incentive pay. Salary bands are purposefully wide ranging to encompass the different factors considered in determining where a candidate falls in the range, including but not limited to, seniority, performance, experience, education, and any other legitimate, non-discriminatory factor permitted by law.

Metropolitan Commercial Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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Last updated on Aug 4, 2024