Retail Customer Contact Center Director
NewAlliance Bank - United States

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Bachelor's degree required, advanced degree preferred
10-12 years management experience
At least 5 years of experience in a banking environment with knowledge of regulations, policies, products and services
Experience with predictive dialer and/or related call center management systems
5-7 years outbound call center management in a sales and service environment
Professionalism, with proven Leadership abilities
Detail oriented and analytically savvy
Strong verbal and written communication skills
Business Acumen – bank systems including, but not limited to Zeus, CRM, EAS, LiveVox (or other dialer)
Creative and effective problem solving
Organization/time management

Job Description:
Accountable for the overall management of the Telephone Service Center, Correspondence/Switchboard, Customer Relations and special projects.
Balancing operational and project management responsibility
Overall performance of the Telephone Service Center
o Achievement of established productivity guidelines
o Achievement of established sales goals
o Accurate and timely execution of administrative functions
Provides career planning/development plans for all TSC employees
Prepare reports as necessary and pilots the roll out of new products
Oversee comprehensive business continuity plan for the Telephone Service Center
Customer Relations
Oversee all initiatives related to the external customer service/loyalty surveys
Provide trend analysis and reporting as required by Audit and Management Council
Post monthly customer service scores, communicate verbatim comments and provide monthly analysis of results
Communicate Hot Alerts to branches/departments to ensure timely resolution of customer service issues as identified in external surveys
Design, revise and implement surveys for all lines of business
Research and respond to escalated customer issues communicated through, but not limited to, the Office of Thrift Supervision, the NYS Banking Department, the Better Business Bureau, Mr. Koelmel’s Office and the US mail
Evaluate current procedures with focus on implementing process improvements
Participate on project teams as requested
Other duties and assignments as required

New York


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A lot of water and a few barrels have gone over Niagara Falls since First Niagara Bank was founded. Tracing its roots to 1870, the flagship...