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AAB Operations Manager II

Company: Disability Solutions
Location: Chandler
Posted on: February 12, 2024

Job Description:

Job Title:AAB Operations Manager IILocation:AZ - Chandler MiniWhat you'll do:The Contact Center Manager hires and oversees the daily operations of the customer contact center and their employees. The manager will strive to deliver an exceptional customer experience and motivate their team to do the same. The manager will track performance, prepare performance reports, resolve customer complaints, train contact center agents, prepare a contact center strategy that is integrated with the growth goals of the business, and evaluate, recommend, and implement/enhance contact center technology. The Contact Center Manager will collaborate with team members, leadership, vendors, third party service providers and product teams to enhance end-user experience, while managing expense, setting goals, and driving results in support of the business plan.What we are looking for:

  • Conduct effective resource planning to maximize productivity (people, technology, etc.)
  • Create or enhance and implement efficient workflow processes and lead the team to execute at a high level.
  • Collect and analyze contact center statistics and prepare and present analysis to various stakeholders.
  • Evaluate, recommend, and implement/enhance contact center service models, processes, and technology solutions to meet the needs of a growing business.
  • Evaluates individual performance and overall team effectiveness, including setting SMART goals and providing performance feedback.
  • Create alignment of goals, objectives, and strategic initiatives. Identify and manage adoption, usage, and reinforcement of change. Provide leadership and direction to enhance effectiveness of change.
  • Recruits, selects, hires, and trains new contact center personnel.
  • Prepare, equip, and support existing and future managers.
  • Evaluate and manage contact center risk. Recommend and manage key controls for area of responsibility.
  • Manages and/or supports complex projects and drives results toward successful achievement of objectives.What you need to have:
    • Bachelor's degree in related field is required and 3+ years leading a contact center or 5+ years of contact center management experience.
    • Intermediate to advanced knowledge of general banking operations, treasury management services and/or other commercial banking products and services.
    • Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
    • Advanced knowledge of contact center operations and/or management of third-party service providers.
    • Strong oral and written communication skills. Ability to convey ideas and thoughts with clarity, confidence, and respectfulness.
    • A self-starter and collaborative teammate with excellent problem-solving skills. Proactive in understanding the root of an issue and collaborating to consider a wide range of solutions before moving forward.
    • Ability to take initiative, innovate when appropriate, and drive results.
    • Must be flexible and adapt quickly to change.
    • Certified Contact Center Manager (CCCM) certification preferred.Benefits you'll love:We offer all the important things you'd want - like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you'll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!About the company:Western Alliance Bank is a wholly owned subsidiary of Western Alliance Bancorporation. Alliance Bank of Arizona, Alliance Association Bank, Bank of Nevada, Bridge Bank, First Independent Bank, and Torrey Pines Bank are divisions of Western Alliance Bank; Member FDIC. AmeriHome Mortgage is a Western Alliance Bank company.Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.-- Western Alliance Bancorporation

Keywords: Disability Solutions, Chandler , AAB Operations Manager II, Accounting, Auditing , Chandler, Arizona

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