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DATE ADDED: Thu 05/12/2019

Customer Service – Contact Center Manager

Walton, NY, US


JOB TYPE: Permanent, FullTime

Cogni is a digital banking platform with integrated commerce that curates products and services based on data and user behavior. In advance of our Q4 launch, we are looking for a hands-on and analytical Contact Center manager to fill a critical role within our company. The Contact Center manager will assist with building the team and outlining what the future of a 24/7/365 world class white glove customer experience looks like. The position will manage the day to day activities of the Contact Center representatives in a fast paced, non-traditional brick-n-mortar banking environment. This is a very hands-on position, and an excellent opportunity for a smart, analytical, tech savvy, solutions-oriented team player who is eager to take on a leadership role. Keeping customer satisfaction at the core of every decision and behavior is the everyday goal. Gain insights from data by developing reports, metrics, and KPIs. Lead improvement initiatives to ensure goals are met. Ensure compliance with the company's policies while maintaining the highest level of customer satisfaction. Minimum Qualifications 5 years of experience and proven success developing and managing a high-performance call center/customer service team(s), preferably within an environment with a large volume of incoming calls, chat experience is a plus Bachelor's degree in related field is preferred Extensive experience with call center infrastructure. Experience working within CRM, ERP or similar systems. Prior experience with IT-related projects like system upgrade or new implementation is a plus. Strong analytical skills and experience organizing, analyzing and transforming data into actionable information. Strong Excel skills are required. Must demonstrate leadership, judgment, and ability to resolve complex situations with employees. A team player with proven ability to wear multiple hats and thrive in fast-paced environment. Strong project management skills. Good written and verbal communication skills strong interpersonal skills Must be knowledgeable in KPI Metrics, Quality Assurance, and Compliance THE ABILITY TO WORK FLEXIBLE HOURS AND WEEKENDS AS NECESSARY Responsibilities and Duties Provide 24/7 leadership that promotes teamwork, employee respect, empowerment, and open communication. Recommend, implement and coordinate "best practices" and policies that maximize employee development, training and performance. Accomplishes performance objectives by recruiting, selecting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. When required, assist with the servicing of customers via email, chat, SMS, phone, video. Also respond to customer request, resolving issues and promoting the brand. Helps create, build, tweak and enforce company communication “scripts”. Provide leadership, development and coaching of team leaders, representatives and other Cogni staff members Actively engaging and supporting the development of your team to ensure better performance and succession planning. Contribute to the design and implementation of Change Programs and Projects which impact the contact center Carry out regular 1-to-1’s, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively. Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience. Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets Building and maintaining effective internal and external stakeholder relationships Identifying and instilling best practice, processes and systems and drive continuous improvement environment. Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis. Work with the senior management team to ensure the most effective resource plans are developed and achieved Oversees daily duties of contact center representatives and jumps in when short-staffed or the need calls for an extra pair of hands Ensures service and sales targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery. Build sustainable relationships and engage customers by taking the extra mile Frequently attend company led training and/or educational webinars/seminars to improve knowledge and performance level Review management information and make suggestions, recommendations as to improvements across the contact center. Provide troubleshooting and 2nd level technical support Skills and Abilities Experience in a lead support position in a technical environment with the ability to diagnose and troubleshoot system problems. Ability to manage conflicting priorities and customer expectations. Understanding of financial business environments will increase the incumbent’s potential for success. Ability to manage time and workload efficiently, including planning, organizing, and following through on a variety of tasks, assignments, projects, and reports, paying close attention to details. Strong knowledge of ITIL and ITSM frameworks, ITIL Foundations and Intermediate certification a plus Experience with Zendesk, ITSM, Reporting, and Performance Analytics a plus Excellent oral and written skills to interface with all user/technical communities Concierge experience a plus Knowledge of performance evaluation and customer service metrics Familiarity with telecomm and workforce management systems and related reporting. Ability to make reasonable decisions through understanding of procedures, company policies and business practices to achieve desired results and deadlines. Ability to take independent action with general managerial direction. Ability to effectively present information to both leadership and direct reports. Ability to analyze statistical data, develop executive summary report and prepare business correspondence. About us: At Cogni, we look for the very best people and then give them meaningful work to do. We don’t simply think about filling roles, instead, we think about contributions and how we can help our employees grow in their careers. To join Cogni means you’ll be part of a diverse group with team members from nearly every continent in the world. It’s a place where one person can make a difference, and where collaboration and innovation rule. The key to our success is our people. Their experience, talent, commitment, and diversity are what’s setting the standard for how we plan to change banking forever. Our people are creative, driven, passionate and engaged. They are among the best and brightest in their fields and they bring a broad range of expertise to the table. We are a team of designers, engineers, creatives, marketers, strategists, product managers, and more. Cogni is an Equal Opportunity Employer. We cultivate a diverse corporate culture, celebrating and rewarding teamwork and inclusiveness. By embracing our differences, we create innovative solutions that are good for Cogni and our users. Total Rewards: We invest in people through a range of initiatives in compensation, benefits, and learning and development, and we strive to create an environment where our employees are challenged, empowered and can flourish.