at Wintrust Financial Corporation in Rosemont, Illinois, United States
Job Description
Wintrust is a financial holding company with approximately $50 billion assets under management and traded on the NASDAQ:WTFC. Built on the "HAVE IT ALL" model, Wintrust offers sophisticated technology and resources of a large bank while focusing on providing service-based community banking to each and every customer. Wintrust operates fifteen community bank subsidiaries with over 170 banking locations in the greater Chicago and southern Wisconsin market areas. Additionally, Wintrust operates various non-bank business units including commercial and life insurance premium financing, short-term accounts receivable financing, out-sourced administrative services, mortgage origination and purchase, wealth management services and qualified intermediary services for tax-deferred exchanges.
Why join us?
-
An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 9 years) and Employee Recommended award by the Globe & Mail (past 6 years).
-
Competitive pay and discretionary or incentive bonus eligible.
-
Comprehensive benefit package including medical, dental, vision, life, a 401k plan with a generous company match and tuition reimbursement to name a few.
-
Family-friendly work hours.
-
With 175+ community bank locations, we offer opportunities to grow and develop in your career.
-
Promote from within culture.
Why join this team?
-
We have a culture that encourages an entrepreneurial spirit.
-
We offer multiple opportunities for development and upward mobility.
Position Overview:
The Senior Manager supervises contact center managers, team performance, KPI maintenance, data reporting, analysis, and summarization. They also implement necessary changes, ensure appropriate staffing levels, and provide coaching and monitoring to meet business requirements. Hybrid position, in office 3-4 days weekly required.
What you'll be doing:
-
Supervise contact center managers and ongoing staff development, as well as implementing change to meet the business needs.
-
Manage employees quarterly and yearly compliance courses and ensure all are completed
-
Call taking during peak call volumes and escalations as volume dictates
-
Calculate and submit bonuses for contact center managers and reps annually
-
Responsible for Key Performance Indicator (KPI), reporting and communicating performance
-
Analyze data and trends to provide suggestions and changes to sales department
-
Participate as a SME for interdepartmental meetings
-
Other Duties: Oversee announcements regarding changes in the contact center to all employees. Assist in approval of supervisors time off requests. Communicate any issues with computer stations, computer programs, and phones with the IT department; Submit termination and status change paperwork to HR, employee engagement.
Qualifications:
-
3-5 years of banking experience
-
1-2 years of managerial experience
-
Strong oral and written communication skills
-
Strong organizational skills
-
Ability to travel 10% - 50%
From our first day in business, Wintrust has been proud to serve a variety of unique communities and people from all walks of life. To be Chicagos Bank and Wisconsin's Bank,...
Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity
