U.S. Bank Contact Center Shared Services- Operational Effectiveness Lead in Salt Lake City, Utah

The Operational Effectiveness Lead will have responsibility for both operational effectiveness and quality assurance operations spanning all of our contact center operations groups. This functional area drives a great deal of customer and employee experience and performance impact for our contact centers and therefore requires a leader with extensive experience and a long record of accomplishment.

The Operational Effectiveness Lead will:

  • Manage team of 5-7 direct reports in department of up to 100 staff including quality assurance and survey closed loop analysts and specialists. The team will be distributed across multiple sites and some members may be dedicated to specific contact centers or lines of business. Quality Assurance and Closed Loop support will be provided across all contact centers and lines of business.

  • Develop contact center agent quality assurance and closed loop philosophy, policies, processes and programs considering employee and customer experience as well as our compliance requirements.

  • Ensure contact center agent quality assurance and closed loop staff has tools necessary to effectively deliver quality assurance.

  • Lead definition and implementation of evolving role of contact center quality assurance and closed loop customer feedback utilizing emerging digital interaction (e.g., chat) and automated call analysis (i.e., voice analytics).

  • Develop and maintain strong relationships with all contact center leaders, across all lines of business.

  • Report quality assurance status, survey and closed loop results and escalations within and across lines of business; assess and advise management on effectiveness of programs and practices.

  • Work across lines of business, interface with internal and external contributors to the project (contact centers, shared services, TOS, finance, risk, compliance, etc.) to prioritize resources and ensure successful contact center quality assurance operations.

  • Work closely with contact center leadership and within Shared Services (in particular, Leads for Training and Reporting and Analytics) to ensure appropriate content development, class scheduling, integration with operational effectiveness, alignment with hiring/onboarding and training effectiveness.

  • Analyze, recommend, negotiate and maintain vendor contracts where required; ensure relationships are managed in a cost effective manner and evaluate the quality of all services and costs on an on-going basis; prepare and maintain vendor resource guide.

  • Lead and coach team on pursuit of process improvements to increase overall contact center effectiveness, increase employee and customer satisfaction.

  • Define, document, share, advocate and adopt best practices for quality assurance and survey closed loop across the bank’s contact centers.

  • Collaborate with other Shared Services group leads to create bench strength within the Shared Services group and develop a plan to ensure employees have the opportunity to grow both within and across contact center positions.

  • Represent the contact centers in working groups and project teams to set direction of quality assurance at U.S. Bank.

U.S. Bank will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance.


Basic Qualifications

  • Master's degree, or equivalent work experience

  • 10 or more years of experience in project management and leadership activities

  • Six or more years of managerial experience

Preferred Skills/Experience

  • Undergraduate degree; advanced degree strongly preferred.

  • 10 or more years in contact center quality assurance and survey closed loop; 5 more years in contact centers of regulated institutions strongly preferred

  • 5 or more years in managing quality assurance and/or survey closed loop managers/supervisors and programs.

  • Experience with quality assurance on call and e-mail; experience with live-chat strongly preferred.

  • Knowledge of contact center operations, processes and technologies strongly preferred.

  • Demonstrated experience in working in a matrixed management structure strongly preferred.

  • Demonstrated ability to drive performance.

  • Experience in setting and exceeding goals.

  • Ability to creatively solve problems and accomplish goals.

  • Prior success in creating new departments or teams strongly preferred.

  • Strong communication and team building skills.

  • Clear ability to develop strong interpersonal relationships.

  • Strong ability to work via collaboration.

Job: Project Management / Analysis

Primary Location: United States

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 170023842