Care Center Manager (45895)

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13631312 POSITION SUMMARY: The Care Center Manager is responsible for providing strategic leadership and day-to-day oversight for Landmark National Banks Care Center, the Banks centralized call and contact center. This position leads the team, technology, service model, and continuous improvement efforts that enable customers to receive timely, accurate, and consistent support through the channel they choose, including phone, chat, secure messaging, email, digital banking, and other emerging communication channels. The Care Center Manager uses operational data, customer insights, contact center technology, and artificial intelligence-enabled tools to improve service delivery, strengthen efficiency, enhance the customer experience, and support operational, quality, compliance, and risk management standards. ESSENTIAL FUNCTIONS: Strategic Care Center Leadership and Team Development - Provide strategic leadership for the Care Center, the Banks centralized call and contact center, by aligning people, processes, service expectations, technology, and customer experience priorities. - Lead, coach, mentor, and develop Care Center team members to support strong service delivery, accountability, engagement, adaptability, and continuous improvement. - Attract, hire, onboard, develop, engage, and retain high-performing Associates. - Establish clear expectations and hold Associates accountable for performance, service, and results. - Provide ongoing coaching, feedback, recognition, and development opportunities to support Associate growth and career progression. - Foster a positive, collaborative, and inclusive work environment that promotes engagement and high performance. - Conduct performance evaluations and development planning discussions in a timely and thorough manner. - Support succession planning and talent development initiatives to ensure future organizational capability. - Set clear expectations for customer experience, quality, productivity, schedule adherence, professional communication, timely issue resolution, and effective use of technology tools. Omnichannel Service Delivery, Service Levels, and Workforce Planning - Oversee daily Care Center operations across customer-selected service channels, including phone, chat, secure messaging, email, digital banking support, and other communication channels as assigned. - Oversee execution of daily Care Center operations, including queues, service levels, scheduling, coverage, and escalations. - Provide leadership oversight of staffing plans, workflow management, backlog, open items, and timely resolution of customer needs. - Maintain operational excellence through effective documentation, queue management, issue tracking, procedure adherence, technology adoption, and timely follow-through. Performance Insights, Technology Strategy, and Continuous Improvement - Use contact center technology, reporting tools, customer insights, and performance data to analyze call volumes, digital channel activity, peak periods, average handle time, average speed of answer, abandonment rates, first-call resolution, call transfers, agent occupancy, customer satisfaction trends, and technology adoption. - Translate operational data and customer experience insights into recommendations that strengthen staffing, service levels, channel strategy, technology capabilities, customer experience, and operational efficiency. - Prepare and share recurring management reports regarding Care Center performance, service trends, staffing needs, customer experience, technology needs, operational risks, AI opportunities, and recommended improv ments. - Identify recurring customer needs, service barriers, process gaps, training opportunities, technology limitations, and automation opportunities that affect customer experience or operational efficiency. - Lead and support process and technology improvements that enhance efficiency, reduce errors, strengthen customer experience, improve channel consistency, and support operational effectiveness. Customer Experience, Channel Strategy, Escalations, and Business Partnership Promote a customer experience strategy that supports customers in the channel they select, including phone, chat, secure messaging, email, online banking, mobile banking, bill pay, debit card support, and other channels as assigned. Resolve escalated customer concerns and ensure timely, professional, accurate, and channel-appropriate communication with customers and internal partners. Identify recurring service issues and partner with Retail Banking, Digital Banking, Lending, Treasury Management, Operations, Information Technology, Marketing, Compliance, and other business lines to address customer needs and improve outcomes. Serve as a business partner and Care Center subject matter expert for projects, technology enhancements, digital banking changes, customer communication improvements, and serv