<p>Overview This is a hybrid role with the expectation that time working will regularly take place inside and outside of a company office. This position is responsible for the leading a team of supervisors and associates in the Customer Engagement Center (CEC), focused on operational performance: including site performance, budgetary, and strategy goals. Oversees all operations within one of the CEC sites. Leads and develops center Service Delivery Managers and agents, collaborates with Command Center and Strategy. Implements corporate policies and standards, focuses on customer service levels, and develops and manages a team. Responsibilities Business Planning: Aligns corporate goals and opportunities. Establishes and communicates goals and expectations. Identifies and implements change. Operational Support- Achieves site performance goals as it relates to CEC objectives. Aligns staffing with operational need, budget, skills and performance. Assists in creating training for CEC departments. Integrates corporate initiatives into contact center operations. Tracks to improve and lead efficient agent utilization and occupancy. Business Analytics: Analyze impact of forecasts to operations. Knowledge of state and federal rules of call centers. Responsible for performance reporting. Managerial Functions - Establishes and monitors expectations to achieve company and department goals. Makes appropriate changes to policies, procedures, and efficiencies in order to meet objectives. Manages the performance, training, and evaluation of assigned staff. Maximizes team achievements by providing professional development. Qualifications Bachelor's Degree and 6 years of experience in operations or contact center, including management OR High School Diploma or GED and 10 years of experience in operations or contact center, including management. Preferred Education: BA in business related field Preferred Area of Experience: Call Center Onshore, Off Shore and Multi-site Skills: Knowledge of Bank operations, systems, compliance, regulatory functions, and expectations, Understanding and knowledge of various Call Center software applications such as Aspect, Periphonics, TCS, and E-Talk Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.</p>