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Contact Center Performance Manager

Wsfs Financial

Newark, Delaware

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JOB DETAILS
SALARY
$77,390–$127,139.75
SKILLS
Bank Management, Banking Regulations, Call Center Management, Call Centers, Cisco ASA (Adaptive Security Appliance), Coaching, Communication Skills, Community Support, Computer Skills, Continuous Improvement, Customer Support/Service, Customer/Client Research, Demand Forecasting/Planning, Establish Priorities, Forecasting, Futures, Leadership, Loans, Maintain Compliance, Metrics, Microsoft Office, Microsoft Product Family, Multitasking, Operational Audit, Operational Strategy, Operational Support, Operations Planning, Performance Analysis, Performance Management, Performance Metrics, Performance Modeling, Performance Reviews, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Quality Assurance, Regulatory Compliance, Resolve Customer Issues, Root Cause Analysis, Sales, Service Delivery, System Test, Team Lead/Manager, Technical Operations, Telephone Skills, Time Management, Trend Analysis, Wealth Management, Workforce Management, Writing Skills
LOCATION
Newark, Delaware
POSTED
13 days ago
Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it's our mission and our purpose.

The Contact Center Performance Manager owns day-to-day contact center performance, ensuring service level and customer-experience targets are met within approved staffing plans. This role leads the performance management framework, coaching culture, and operational discipline across agents and leaders, with a strong emphasis on service quality, efficiency, and continuous improvement.

Job Responsibilities:
  • Translate workforce forecasts into daily operational plans, balancing coverage with coaching, meetings, and project work.
  • Own delivery of key service KPIs, including Service Level, ASA, Abandon Rate, Occupancy, Schedule Adherence, CSAT/OSAT, NPS, and Quality.
  • Proactively plan for peak demand periods and minimize non-essential off-phone activity.
  • Lead intraday performance huddles with Workforce Management and leadership to address risks, make real-time adjustments, and stabilize service delivery.
  • Own and maintain a consistent performance management framework for agents and Team Managers.
  • Lead weekly and monthly performance reviews focused on KPI trends, call drivers, adherence, shrinkage, quality results, and customer feedback.
  • Ensure Team Managers deliver effective coaching through regular 1:1s, side-by-sides, documented action plans, and real-time adherence management.
  • "Coach the coaches" by modeling strong performance leadership and accountability.
  • Partner with Workforce Management (WFM), Quality Assurance (QA), Learning & Development (L&D), and Operations to analyze performance drivers such as Average Handle Time (AHT), After Call Work (ACW), repeat calls, transfers, escalations, and support line usage.
  • Identify root causes of performance gaps and prioritize process, behavior, and training improvements over headcount growth.
  • Own contact center performance reporting (excluding pure capacity metrics), ensuring a single, consistent source of truth.
  • Leverage Medallia, QA insights, and call reason data to drive targeted improvements.
  • Collaborate closely with Workforce Management, Operations, L&D, QA, and frontline leaders to resolve service issues, improve efficiency, and address customer complaints.
  • Lead and support operational change initiatives impacting contact center performance, including process updates, KPI changes, policy enhancements, staffing model adjustments, and new ways of working.
  • Partner with Operations, WFM, QA, L&D, and Technology to assess change impact, manage readiness, and ensure changes are effectively communicated, adopted, and sustained through performance management and coaching.
  • Partner with Technology and Operations teams to support system enhancements, testing, and adoption of new tools or functionality that improve service delivery and operational efficiency.
  • Monitor post-implementation results to ensure changes deliver intended service, efficiency, and customer-experience outcomes, adjusting as needed.

Minimum Qualifications:
  • Bachelor's Degree or equivalent experience is required.
  • Must have a minimum of 5 years of experience in a contact center management role.
  • Must have a minimum of 5 years of experience in sales and service management in a high-volume customer service environment.
  • Must have thorough knowledge of bank deposit and loan products and services.
  • Must have strong knowledge of banking policies, regulations, compliance, controls, guidelines, and procedures.
  • Must have strong computer skills and knowledge of Microsoft Office products.
  • Excellent oral and written communication skills and the ability to work effectively in a multi-task, high-volume environment is required.
  • Must be a motivated self-starter requiring minimal supervision and prioritize work effectively.
  • Must have superior telephone skills and listening ability, as well as excellent problem-solving and listening skills.
  • Demonstrated ability to leverage contact center technologies and data tools to monitor performance, identify trends, and drive improvemen

About the Company

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Wsfs Financial

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