Job Summary:
Supervises and oversees the day-to-day activities and operations team members with contact center functions and continuous improvement initiatives. Provides direction, leadership and guidance to team members. Plans, evaluates, and documents team performance to ensure internal and external clients are receiving the highest level of professional and courteous support services. Assists Team Leads with floor coverage and serves as an escalation point for addressing and resolving the most difficult and complex client and banker issues. Supports the planning and improvements to systems and processes in support of Pinnacle strategic plans to foster automation, enhance client experience, improve overall service quality, support business growth, improve cost effectiveness and lead to greater productivity and efficiency. Monitors and analyzes data used in making decisions related to driving improvements in team member performance, speed to answer, handle times, quality and overall client and team member satisfaction.

Job Duties and Responsibilities:

• Leads the team as a subject matter expert in supporting multiple business and support units by providing information used in governance and decision-making. Directs self or team to provide appropriate levels of support, based upon priority and criticality to upper management, technical and business support partners.
• Assists with planning, research and implementation of simple to complex projects necessitating the origination and application of new and unique approaches. May assist with multiple initiatives simultaneously.
• Identifies trends and opportunities for implement and recommends solutions for technology and business issues. Possesses strong knowledge of the information needs of business and support units and coordinates with technical and business support partners to meet those needs.
• Partners with workforce management team to complete staffing and scheduling coordination efforts to ensure proper coverage of functions, prioritization and delegation of tasks and workflows.
• Achieves operational objectives by contributing information and recommendations for strategic plans to prepare action plans, implementing into production and call center standards while determining system improvements.
• Ensures established standards, goals and service levels for key metrics such as speed to answer, handle time, adherence to assigned schedule, knowledge of products and services, quality, etc. are continuously met. Manages any "cleanup" efforts to optimize reporting and completion of required maintenance tasks.
• Conducts huddles and regular meetings with team members to continuously communication key information regarding changes to business and/or bank policies, procedures, products and services.
• Coordinates and participates in user acceptance testing as part of a variety of Client Care program and system initiatives. May assist with providing project management and coordination efforts regarding special group projects and initiatives.
• Monitors Call Center activity, queues, and inbound call quality to ensure that client service and production standards are met and maintained keeping team members aware of inbound calls, calls that are waiting. Works with other members of management to address problems when they arise. Reviews feedback data with team members providing improvement opportunities. Assists in the development of training documents that support Client Care operations.
• Serves as an escalation point for resolving the most difficult client or team member issues. Researches, resolves and responds to escalated cases and problems through direct action or referral to the appropriate person/department; makes decision regarding payments and other request as needed. Initiates service recovery efforts with clients, as needed, regarding inquiry follow-up.
• Responsible for contributing to bank deposit growth; utilize and promote the needs bases sales concept; identify clients needs and match other bank services and products to those needs; participate in training on various products and services available for solicitation.
• Administers post-classroom training of new hires, ensuring a comprehensive understanding of departmental and bank policies, procedures, products and services. Serves as a change agent for Client Care assisting with organizational effectiveness, improvement and development.
• Demonstrates Pinnacle HERO characteristics each day including honoring the client covenant, exceeding expectations, recognizing client needs and owning the client experience.
• Maintains a current knowledge base of all products and services available through the bank, to include changes and enhancements; ensure Contact Center Specialists are aware of these products and services, and trained accordingly.
• Holds team members accountable in all areas of performance including achievement in both sales and service goals, first call resolutions, dropped call metrics and other established call center performance standards.
• Conducts interviews, hires, plans, assigns or directs work, appraising performance, documenting and communicating progressing counesling sessions, and resolving performance problems.
• Manages the annual performance management and merit processes for direct and indirect reports. Coaches and develops team members and builds a work environment where team members are engaged and feel a positive sense of achievement about their role in the firm. Works closely with Human Resources regarding employee relations, compensation, training, posting and filling vacant positions and other Human Resources related matters.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Firm authority in a timely fashion.
• Performs other related duties as required.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job

Pinnacle is an Equal Opportunity Employer committed to fostering an inclusive work environment.

Minimum Education: Bachelor's degree in Business, Finance, Computer Science or related field or an equivalent combination of education and experience.

Minimum Experience:Demonstrated competency as a Client Care Team Lead or eight years of Retail Banking or related contact center experience Regular office environment;

Required Knowledge, Skills & Abilities: