Manager Contact Center - FIRST - (Northbrook, IL)

As one of the largest premium finance companies in the country, FIRST Insurance Funding provides full premium finance services, plus additional services built specifically for agencies. We pride ourselves on the variety of incentive programs, services, and technology we offer. This not only helps grow the agents, brokers, and companies we partner with, but also helps them better serve their clients. FIRST Insurance Funding is a subsidiary of Wintrust, a financial services company with more than $66 billion in assets.
Wintrust was founded with the idea to be the alternative to the big banks. We are looking for top talent to join Chicago’s Bank® as a Contact Center Manager!
Why join us?

• An award-winning culture! We are rated a Top Workplace by the Chicago Tribune (past 12 years) and Employee Recommended award by the Globe & Mail (past 6 years)
• Competitive pay and discretionary 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

What You'll Do:

• Lead daily contact center operations to achieve service level goals, key performance indicators (KPIs), and customer experience objectives.
• Provide leadership, guidance, and support to Supervisors, ensuring effective team management, employee development, and performance accountability.
• Serve as an operational escalation point and provide leadership coverage during Supervisor absences.
• Monitor customer feedback, quality results, and service trends to drive continuous improvement and enhance the overall customer experience.
• Resolve complex customer concerns and partner with cross-functional teams to implement sustainable solutions.
• Support customers and business partners through multiple communication channels, including phone, email, mail, and webchat.
• Collaborate with Workforce Management to optimize staffing levels, schedule adherence, queue performance, and resource utilization.
• Make real-time operational decisions to balance workloads and maintain service levels across communication channels.
• Analyze performance metrics and operational trends to identify opportunities for increased efficiency, quality, productivity, and customer satisfaction.
• Develop and execute action plans to address performance gaps and achieve departmental goals.
• Coach, mentor, and develop employees through ongoing feedback, performance discussions, and career development planning.
• Support recruitment, onboarding, training, and employee engagement initiatives to build a high-performing team culture.

Qualifications:

• 3+ years of contact center, customer service, operations, or related leadership experience.
• Associate degree or equivalent combination of education and relevant work experience.
• Experience leading, coaching, and developing employees in a performance-driven environment.
• Strong understanding of contact center operations, service level management, and customer experience best practices.
• Ability to analyze operational data and use insights to drive business results and process improvements.
• Excellent communication, problem-solving, and interpersonal skills.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Proficiency with contact center systems, workforce management concepts, and Microsoft Office applications.
• Demonstrated ability to foster a positive, collaborative, and customer-focused team environment.

Benefits:

Medical Insurance • Dental • Vision • Life insurance • Accidental death and dismemberment • Short-term and long-term Disability Insurance • Parental Leave • Employee Assistance Program (EAP) • Traditional and Roth 401(k) with company match • Flexible Spending Account (FSA) • Employee Stock Purchase Plan at 5% discount • Critical Illness Insurance • Accident Insurance • Transportation and Commuting Benefits • Banking Benefits • Pet Insurance
Compensation:
The estimated salary range for this role is $59,000 - $77,000, along with eligibility to earn an annual bonus. Actual salaries may vary based on several factors, such as a candidate’s qualifications, skills, and experience.
#LI-ONSITE
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 build a company that reflects the communities we serve, we believe that fostering a unique and inclusive workplace where everyone feels valued and empowered to succeed will support our ongoing success. Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.