Contact Center Senior Department Manager, Consumer Service

KeyCorp
Ohio
Workplace: HybridFull timeUSD 80,000 - 150,000 annuallyFunction: Solutions Engineering & Sales EngineeringEducation: bachelorsSkills: ["Communication","Time management","Organization","Leadership","Change leadership"]

Lead a contact center department by coaching team leaders and specialists, setting direction, and ensuring high-quality service for internal and external client inquiries. Drive performance toward department and individual goals, resolve escalated client issues, and partner with support teams and multiple lines of business to improve client experience, cost management, and service levels. Ensure regulatory compliance, complete performance reviews, use corporate systems, and deliver executive updates across the organization.

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FursaFursa
KeyCorp
KeyCorp
4 days ago

Contact Center Senior Department Manager, Consumer Service

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Lead a contact center department by coaching team leaders and specialists, setting direction, and ensuring high-quality service for internal and external client inquiries. Drive performance toward department and individual goals, resolve escalated client issues, and partner with support teams and multiple lines of business to improve client experience, cost management, and service levels. Ensure regulatory compliance, complete performance reviews, use corporate systems, and deliver executive updates across the organization.
Location: Ohio
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Coach team leaders on leadership skills and contact center quality/productivity metrics.
  • •Provide leadership to foster an enthusiastic, positive environment across multiple locations.
  • •Conduct monthly one-on-one coaching and ensure annual performance reviews for direct reports are completed on schedule.
  • •Partner with support teams and multiple lines of business to achieve service level goals and implement strategy.
  • •Escalate and resolve client issues, ensure regulatory compliance, and prepare executive updates and presentations.

Pay and Benefits

Salary: USD 80,000 - 150,000 annually

Key Requirements

  • •5+ years of management/leadership experience.
  • •3+ years of management experience within a contact center and/or production environment.
  • •Proven experience leading change.
  • •Proven performance influencing and directing strategic initiatives.
  • •Strong written and oral communication skills and PC proficiency with Microsoft Office (Word, Excel, PowerPoint, Access) and Lotus Notes.
Experience:Contact centerProduction environment
Education:Bachelor's
Skills:CommunicationTime managementOrganizationLeadershipChange leadership
Tech Stack:Microsoft OfficeWordExcelPowerPointAccessLotus NotesHR OnlineTime and attendance systemsPC

Company Brief

KeyCorp
KeyCorp operates KeyBank, providing retail and commercial banking, lending, wealth management, and investment services to individuals, businesses, and institutions across the United States.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Cleveland, United States
Founded: 1849
Glassdoor
Glassdoor: 3.6
WebsiteLinkedIn