CSC Strategy and Execution - Operations Optimization and Insights Director

Description

This position will be located at 5555 Cleveland Ave, Columbus, OH.

The CSC Service Strategy and Execution - Operations Optimization and Insights Director is responsible for the strategy and execution of Huntington’s largest contact center which includes, but is not limited to:

• Forecasting and capacity planning, scheduling, workforce management, performance management, IVR management, reporting, scorecard creation and maintenance and incentive program management.
• Leadership of a culture that connects operational excellence to customer experience and colleague enrichment.
• Creating a scalable infrastructure positioned for future growth and integration with Consumer and Regional Banking objectives and other CSC functions and initiatives, support of colleague acumen related to operations management and alignment with all Corporate Operations & Transformations objectives.

• Actively predict customer demand and workload patterns in the contact center to effectively manage forecasting and capacity planning functions to meet or exceed Service Level and Average Speed of Answer goals.
• Proactive and agile real-time service level management to ensure optimal results.
• Partner to design and create reports and dashboards to track key performance metrics, identify trends, and make data-driven decisions for support groups and leaders.
• Assist with the development of a robust incentive program that supports colleague retention and rewards top-performing colleagues based on key performance metrics.
• Contributes to IVA (Intelligent Voice Agent) system management and optimization to enhance customer self service capabilities and reduce call volume thru IVA routing accuracy, future state routing planning, transfer monitoring for future changes to aid first call resolution, etc.
• Collaborates with internal teams to identify process improvement opportunities and partner on initiatives to enhance efficiency and customer and colleague experiences.
• Performs other duties as assigned.

• Bachelor’s degree or 7+ years professional experience.
• Proven experience (7+ years) in contact center capacity planning, workforce management, reporting, IVA management, call center technologies and software, performance management.
• Strong analytical skills with proficiency in data analysis and reporting tools.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Solid understanding of call center operations, customer and colleague support principles, and best practices.
• Strong leadership and people management skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Ability to effectively communicate with all levels of colleague, from entry level to executive leadership.

• Proven ability to creatively problem-solve using innovation, technology, and non-traditional methods to achieve desired solutions and results.
• Experience guiding large and diverse populations through change management and learning curves while sustaining a winning colleague culture.
• Practice growing, developing, and training existing talent while establishing a robust internal talent pipeline.
• Familiarity with labor laws and regulations throughout growing HNB footprint.
• Knowledge and experience in process improvement and project management.
• Experience levering data and analytics to provide knowledge and direction for all levels of contact center leadership.

Exempt Status: Yes = not eligible for overtime pay;
No = eligible for overtime pay.

Office

Certain positions outside our branch network may be eligible for a flexible work arrangement. We’re combining the best of both worlds: in‑office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington is an Equal Opportunity Employer.