Director, Contact Center

Hancock Whitney - Denham Springs, LA

The Director of Contact Center is responsible for the strategic planning and execution of all Call Center operations. The Director will place a tactical emphasis on customer care, quality management, workforce planning, recruiting, coaching and training.

Manage the development and ongoing operations of the outbound sales call center and the inbound call centers located throughout the footprint.
Work closely with senior management to develop and implement business strategies and goals for B2B sales and consumer sales
Responsible for the P/L management of call center, acting as a mentor, manager and problem solver, to enhance efficiency and profitability by working with staff to meet daily, weekly and monthly goals and objectives
Identify opportunities for revenue attainment and cost control through inbound and outbound calls
Design bonus, recognition or commission plans to support revenue and profitability attainment
Analyze and interpret statistical information; develop and manage call center budget; make logical decisions in relation to current and future staffing requirements and expenditures
Prepare and provide daily, weekly, and monthly performance reports
Tracks and trends monthly and quarterly metrics to identify areas for process improvement and continued team education
Develop core expertise in call center for processes and programs to support and implement training procedures to ensure ongoing call center profitability and revenue attainment
Recommend system enhancements, programs, and projects that will improve productivity, efficiency, cost management, and overall performance of the call center
Support the successful implementation of new or enhanced client initiatives and implement best practices
Champion, improve, and execute Customer Service processes and procedures

Bachelor of Science degree, Masters preferred
Minimum 5 years of Call Center/Contact Center management experience
Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities
Exceptional ability to develop and manage results-oriented recruiting and training programs
Measurable experience in managing and growing profitable accounts and/or relevant account management experience
Strong mentoring and relationship building skills with ability to effectively manage group and conflict situations
Strong negotiation, interpersonal, written and oral communications skills – including statistical report writing
Computer Skills: Microsoft Outlook and Word with advanced Excel skills (Salesforce CRM preferred)
Extensive experience building and managing outbound/inbound call centers and off-site agents is required
Strong organizational and interpersonal skills
Ability to create excellent and efficient systems and processes
High attention to detail
Ability to innovate independently
Strong motivation, high level of commitment and excellent teamwork skills
Ability to prioritize, manage multiple projects and meet deadlines without fail
Excellent written and verbal communication skills
Working knowledge of live chat
Outstanding presentation skills
Proven experience successfully managing analytically rigorous corporate initiatives

The company has identified a set of core competencies that are vital to our business achieving a competitive advantage and delivering a unique value to our clients. These competencies are the capabilities each and every associate must exhibit through commitment and demonstration to fulfill this competitive advantage.

Each associate must be committed to:
Business Ethics : carrying out the business as per self-acknowledged moral standards
Organizational Support : supporting the company’s goals and objectives
Quality & Quantity : accuracy and completeness while striving for increased production
Safety & Security : adheres to the banks policies and procedures and reports abuse

Each associate must demonstrate :
Adaptability: embracing change as the work place changes; managing competing demands and unexpected events; enthusiastically accepting challenges.
Dependability: takes a conscientious and reliable approach toward work
Initiative: proactively initiates positive change, ready to take independent action, make decisions and prepares in advance
Professionalism: approaches work and fellow associates with a behavior, attitude and image that portray respect, trust, courtesy, empathy and integrity.
Diversity: treat all people with respect and honor along with sensitivity to cultural differences.

Ability to work under stress and meet deadlines
Ability to operate related equipment to perform the essential job functions
Ability to read and interpret a document if required to perform the essential job functions
Ability to travel if required to perform the essential job functions
Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.


This job description is only valid as of the date it was revised. Please contact the HR Compensation Department to obtain the latest version. Information contained herein should be treated as confidential to Hancock Holding Company.


Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.