The Vice President, Customer Care Support and Insights Manager is responsible for managing a team of analysts and systems/support professionals who provide support to all leaders and colleagues across a multi-site contact center to ensure a best in class, efficient, and customer focused operation.

• Manage, coach, and develop a high performing team of support professionals to run a best in class contact center operation across multiple contact center sites. Provide leadership, coaching, mentoring, and professional development. Assist the team in identifying and prioritizing responsibilities, while sharing your expertise and experience.
• Provide comprehensive scheduling, reporting, problem resolution, business resumption, and other support tasks within Customer Care and trending/reporting to business lines we support. Serve as the leadership SME for all contact centers in the company on best practices.
• Liaison with IT and Digital Platform Support team to ensure projects for Customer Care are executed and communicated in a timely manner.
• Collaborate with business line leaders within Customer Care to provide insights to the Director to inform future roadmap items. This includes performance management, productivity, survey/quality, process improvements, and complaint feedback.
• Develop objectives and plans that are linked to business objectives; implement plans and milestones; work with Customer Care leadership to proactively address deficits in performance management. Manage resources to ensure Customer Care budget and resource requirements are met.
• Liaison with Vendor Management and 3rd party leaders to ensure all vendor relationships owned in Customer Care are managed appropriately in respect to compliance, legal and risk management accountability.
• Formulate solutions to complex problems through researching, analyzing, recommending, and resolving issues or cause(s) of problems which will remove, amend, or nullify the negative impact of the problem.
• Key lead for any system outages/impacts across Customer Care to report, track, and analyze customer and colleague impact, along with escalating to appropriate teams for a quick resolution.
• Seek and continuously develop knowledge and information on best practices in Contact Centers.

Education

• Bachelor’s Degree or equivalent combination of education and experience Financial Services Required
• Bachelor’s Degree or equivalent combination of education and experience Business Required
• Master’s Degree Business Preferred
  
• Master’s Degree Project Management Preferred

Experience

• 5-7 years in a Contact Center Leadership role. Demonstrated ability to lead highly technical teams and support functions. Required
• 5-7 years in a Financial Services Contact Center Leadership role. Preferred
• Project Management Experience. Preferred