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HarborOne Bank VP Contact Center in Brockton, Massachusetts

The VP, Contact Center is responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of people and processes for the continuous improvement of the customer experience and growth of the digital branch. Tactical focus on digital technology, efficiencies, customer relationships, report analytics, recruiting, coaching and training an effective customer service center team. A commitment to excellence is demonstrated through continuous staff development programs, enhancing employee engagement, strong customer advocate, knowledge of financial digital and Contact Center technology, and sales skills.

The successful VP, Contact Center is a result’s driven individual with a “Can Do” attitude and is continually engaged in leading and inspiring their team and the bank in developing and executing efficient customer focused practices, and growth within the bank’s digital channels.

Development: Manage internal relationships with other division leaders to maintain a working strategic partnership to grow the business and enhance profitable services offered through the Contact Center. Develop a strategic plan with a tactical focus on expanded digital services and leveraging emerging customer service technology with a focus on efficiencies.

Team Management: Provide strong, dynamic leadership that mentors, develops, and guides team members to deliver a superior customer experience. Maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision of leadership team within Contact Center

Sales: Develop, implement and maintain effective internal and external relationships fostering continuous improvement and exceeding sales and service performance goals and objectives

Operations: Proactively manage daily call volume and service quality, including managing 3rd party call center support, Oversight and direction for managing operations reporting and metrics, ensuring customer satisfaction, and reporting and analyzing statistical performance levels related to Contact Center and Online channels

Education

Bachelor's degree from an accredited 4-year university in Business or Finance or related area required

Experience

Minimum of 12 + years of management in customer service center environment in a financial or retail services with focus in digital or Contact Center experience. Experience leveraging emerging Contact Center technology (Chat Bots/AI/Remote working tools), Experience communicating strategies and performance to business partners and executives and proven experience at driving continual improvement activities with an organization.

The VP, Contact Center is required to register with the Nationwide Mortgage Licensing System and Registry ("NMLS"), obtain a unique identifier and annually renew the registration, as defined by the S.A.F.E. Act requirements.

Knowledge , Skills & Abilities:

Advanced analytical skills with the ability to translate and convey complex statistical and other data into easy to understand, actionable recommendations. Proven capability to strategically problem-solve, and take actionable measures with results. Strong negotiation, interpersonal, written and oral communications skills. Has the ability to set Workforce goals and strategy based on a solid understanding of an organization's goals and objectives and analytical results.

Ability to develop and build effective teams, and must possess strong leadership and project management skills.

Demonstrated ability to apply technology in solving business problems. Strong ability to adapt to different audiences, influence directly and indirectly; and communicate with all levels within the organization

Language Skills

Ability to read, analyze, and understand various procedures and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Superior verbal and written communication skills. Excellent computer skills.

Reasoning Ability

High level of independent problem solving and judgement decision related to customer, system issues and employee situations. Strong ability to multi task in a high impact, high volume area.

LEVEL OF DECSION MAKING:

Ability to independently discern customer’s needs and recommend the most appropriate resolution, products or services while working within established bank policies. Ability to work independently, research defined problems or opportunities with new or current technologies. Ability to work with vendors and recommend appropriate actions necessary to fix, improve or enhance systems.

HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ID: 2021-2755

External Company URL: www.harborone.com

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