Ready Life Looking for Customer Excellence Manager at Salt Lake City, UT Full Time

The customer excellence manager trains, oversees, and motivates contact center staff to effectively handle customer service issues, concerns, and questions. The CEM is expected to set, meet, and exceed goals within the call center team using targeted metrics. You will assist in developing and implementing strategy for customer facing and back office support teams in a remote hybrid contact center environment. Helping our customers understand our products, services and how to best use them to create a better financial future will be a cornerstone of our excellence program. Find out what our customers want, you’re their voice and we want to hear what makes them tick and twitch, it’s our best way to serve them well!

Responsibilities

Supervise daily operations and personnel to guarantee maximum efficiency & minimize turnover.

Maintain and improve analytics around our departmental KPIs/SLAs, utilizing Zendesk, Hubspot etc. to build and manage data reports.

Model staffing and hiring to scale by working directly with other departments to ensure the department growth matches the business and is operating efficiently.

Work closely with program partners to ensure proper service levels and regulatory compliance expectations are met.

Develop training programs and provide coaching.

Develop and grow a robust VOC program.

Handle escalations, complaints and complex customer issues.

Manage confidential information

Be a champion for Ready Life by encouraging engagement with the Ready Life Neighborhood.

Requirements

At least 8 years experience managing a contact center team in a banking or financial services environment.

Effective communicator with the ability to work across teams, partners and management with a track record of increasing responsibility.

Experience building out teams, policies and processes in a regulated industry.

Working knowledge of regulatory compliance and risk standards for consumer facing products in deposit accounts, mortgages, and small business service accounts.

Enthusiastic people person who serves customers with empathy, patience and invokes trust.

Start-up experience preferred.

Position is remote but travel will be required in accordance with company growth.