Contact Center Performance Manager

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 regions 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 its 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 postimplementation results to ensure changes deliver intended service efficiency and customerexperience outcomes adjusting as needed.

Minimum Qualifications:

• Bachelors 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 improvement (e.g. ACD platforms workforce management systems quality monitoring customer feedback tools).
• Proficient in performance reporting and analysis tools including Microsoft Excel and other Microsoft Office applications with the ability to translate data into clear actionable insights for leaders.
• Comfortable adapting quickly to new systems and technologies within a fastpaced evolving contact center environment.
• This role requires strong judgment accountability and confidence to act decisively in a fastpaced environment ensuring consistent delivery of service expectations and customer experience outcomes.

WSFS Bank will only consider candidates who are presently authorized to work for any employer in the United States and who will not require work visa sponsorship from WSFS Bank now or in the future in order to retain their authorization to work in the United States.

Salary Range:

Individual base pay may vary on additional factors such as the candidates experience job-related skills relevant education geographic location and other specific business and organizational needs.

In addition to base salary WSFS Financial Corporation (WSFS) and its subsidiaries may offer eligible Associates discretionary and formula-based incentive and retention awards. WSFS provides a competitive benefits package which includes medical dental and vision coverage; a 401(k) plan; life accident and disability insurance; flexible spending accounts (FSAs) and health savings accounts (HSAs); and wellness programs. Additional benefits may include paid parental leave military leave vacation and other paid time off sick leave in accordance with applicable state laws and paid holidays. Benefit offerings are subject to eligibility requirements legal limitations and may vary based on an Associates location and employment status. For more information about Associate benefits please visit Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation including technical assistance with the WSFS Bank Careers website or submission process please contact us via email at

WSFS is an equal opportunity employer. We do not discriminate based upon race religion color national origin gender (including pregnancy childbirth or related medical conditions) sexual orientation gender identity gender expression age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.