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DIRECTOR, CONTACT CENTER OPERATIONS & DIGITAL SUPPORT

POSITION SUMMARY

This role leads the Bank's Contact Center and Digital Support functions, with responsibility for service delivery, employee performance, operational effectiveness, customer satisfaction, and regulatory compliance across retail and small business banking.

The Director is accountable for building and leading a high-performing customer service organization that delivers exceptional client experiences while maintaining strong operational controls, risk management, and workforce effectiveness.

In partnership with Technology and Digital Banking teams, this role provides leadership for contact center platforms, digital support capabilities, and AI-enabled service enhancements that improve the employee and customer experience.

KEY RESPONSIBILITIES:

Contact Center Operations Leadership

• Lead all Retail and Small Business Contact Center service delivery.
• Oversee customer service delivery across phone, chat, messaging, and digital support channels.
• Establish and achieve service level, abandonment, quality assurance, customer satisfaction, and first-call resolution goals.
• Lead workforce management, scheduling, forecasting, capacity planning, and staffing strategies.
• Monitor performance metrics and implement process improvements to enhance operational effectiveness.
• Serve as the senior escalation point for complex customer service and operational issues.
• Ensure consistent execution of customer support standards across all service channels.

Banking Operations & Risk Management

• Ensure Contact Center compliance with banking regulations, internal policies, and operational controls.
• Partner with Retail Banking, Operations, Deposit Operations, and Digital Banking teams to support customer servicing initiatives.
• Monitor customer complaints, service quality trends, operational risk, and resolution effectiveness.
• Maintain strong controls that support regulatory compliance and customer protection.

 

Customer Experience & Continuous Improvement

• Drive initiatives that improve the customer experience and reduce customer effort.
• Identify opportunities to streamline workflows, eliminate manual processes, and improve service delivery.
• Improve first-contact resolution and customer satisfaction through process enhancement and employee development.
• Utilize customer feedback and performance data to identify service improvements.

 

Team Leadership & Development

• Lead, coach, and develop managers and team members.
• Establish performance expectations and accountability measures.
• Foster a culture focused on customer service excellence, employee engagement, collaboration, and continuous learning.
• Drive employee development, retention, and succession planning initiatives.
• Promote an employee experience that supports high performance and customer-centric behaviors.

 

Digital Support & Contact Center Technology

• Provide business leadership and strategic direction for contact center technology platforms and capabilities.
• Partner with IT and external vendors regarding platform stability, enhancements, and future capabilities.
• Ensure contact center technology supports customer service objectives, employee productivity, and business growth.
• Advocate for Digital Banking customers and ensure timely resolution of technology-related service issues.

 

AI Enablement & Innovation

• Evaluate and implement AI-enabled solutions that improve customer service, employee effectiveness, and operational efficiency.
• Identify opportunities for automation, virtual assistants, agent copilots, and self-service enhancements.
• Ensure appropriate governance, quality control, risk management, and compliance oversight of AI-enabled capabilities.
• Monitor outcomes and continuously optimize AI-assisted service delivery.

SKILLS & QUALIFICATIONS:

• 15+ years of progressive leadership experience within a retail banking or financial services contact center environment.
• Minimum 10 years of management experience leading customer service or contact center teams.
• Demonstrated experience leading consumer banking contact center operations.
• Experience supporting deposit products, online banking, debit cards, branch support, customer servicing, and issue resolution activities.
• Proven success managing large-scale contact center operations, including workforce management, quality assurance, service delivery, and operational performance metrics.
• Strong understanding of banking operations, customer servicing, risk management, and regulatory compliance requirements.
• Experience utilizing contact center technologies and digital service channels, including chat, messaging, and self-service capabilities.
• Strong communication, leadership, and relationship management skills.
• Excellent analytical, problem-solving, and decision-making abilities.
• Experience managing budgets and achieving operational and financial objectives.
• Ability to lead effectively in a fast-paced and evolving environment.
• Demonstrated commitment to employee engagement and customer service excellence.
• Act with empathy and care for employees and customers.

 

Preferred Qualifications

• Experience leading a retail banking contact center supporting consumer and small business clients.
• Experience managing workforce management and quality assurance functions.
• Experience implementing technology and AI-enabled customer service solutions.
• Experience leading large, multi-level contact center organizations.

EDUCATION

• Bachelor's Degree or equivalent experience required.

OTHER DUTIES: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

 

WORKING CONDITIONS:

• Prolonged sitting
• Lifting from 5 to 10 lbs (printer paper, storage boxes)
• Occasional bending or overhead lifting (storing files or boxes)

 

Work is performed in a normal office environment. Noise levels are usually moderate.
May also involve travel to customers and property locations.

HAZARDS:

The hazards are mainly those present in a normal office setting and those present in commuting by car. Occasionally, they may be exposed to those conditions present in public forums and meeting places.

This job description may not be all-inclusive.  Employees are expected to perform other duties as assigned and directed by management.  Job descriptions and duties may be modified when deemed appropriate by management.
Provident Bank recognizes and supports the importance of creating a socially and culturally diverse employee base. We understand, value, and appreciate the unique perspectives that a diverse workforce can contribute to our organization. We put the employee and the customer at the center of strategy because culture is a critical differentiator for why people choose to work here. 
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age 40 and over, color, disability, gender identity, genetic information, military or veteran status, national origin, race, religion, sex, sexual orientation or any other applicable status protected by state or local law.

Pay Details:

$123,900 - $177,000 / annually

Please note, the base pay actually offered may vary based upon the candidate's skills and experience, job-related knowledge, education, geographic location, internal equity, and other applicable business and organizational needs. 

 

This role is incentive eligible based upon company, business, and/or individual goal achievement and performance.

 

Team members accrue paid time-off (PTO), receive Holiday (PTO) and are eligible to participate in the bank's Health and Wellness benefits including Medical, Dental and Vision Plans, Flexible and Health Savings Accounts, and a 401(k) Retirement Plan. In addition, the company provides Disability Insurance, an Employee Assistance Program, and Basic Life Insurance. Company sponsored Tuition Disbursement and Loan Repayment programs are also available. Voluntary benefits include Supplemental Life Insurance, Accident, Critical Illness, Hospital Indemnity and Legal plans.