**Contact Center Leader** The Contact Center Leader plans and directs all aspects of an organization's contact center policies, objectives, initiatives, and risk management. This role analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance, while establishing operational targets, best practices, and monitoring to support client services, quality, and efficiency standards. Additionally, the Leader researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance customer experience and drive efficiency. **Key Responsibilities and Duties** + Develops and executes on high-level contact center strategies and plans ensuring alignment with the department's short-term and long-term objectives. + Manages performance of direct reports through regular, timely feedback as well as the formal performance review process to ensure delivery of contact center objectives and engagement, motivation and development of the team. + Directs and executes strategic plans, aligning with consumer and business banking business objectives to accomplish the organization’s overall deposit growth plan. + Builds trusted relationships with key partners, including cross-functional partners, other business channels and divisions, vendors, and senior and executive leadership. + Ensures ongoing and appropriate communication supporting overall client and enterprise objectives. + Demonstrates active thought leadership by identifying new contact center capabilities and partnering for successful execution and launch. + Leads evaluation and development of new operations strategies and implementation of updated operations policies, procedures, and controls. + Ensures the expansion of the business banking center to support deposit growth goals while sustaining the organization’s brand and service excellence culture. + Strategizes and collaborates with business unit leaders across the enterprise to support delivery of enterprise initiatives. + Establishes a call monitoring quality program that ensures alignment to regulations and standards for customer service interactions. **Minimum Qualifications** + 8+ years of contact center leadership experience with direct oversight of policy development, performance metrics and operational strategy + Proven track record of managing large teams and driving service excellence across inbound/outbound channels + Strong command of contact center technologies (Salesforce and Genesis) **Preferred Qualifications** + 10+ years of experience as a contact center leader + Experience implementing enterprise-wide contact center transformation initiatives + Ability to forecast call volumes and optimize staffing models + Proven ability to positively influence change and implement thresholds with a positive approach **Educational Requirements** + University (Degree) Preferred **Role Specific Work Experience** + 8+ Years Required; 10+ Years Preferred **Physical Requirements** + Physical Requirements: Sedentary Work **Hybrid work model:** This position requires working four days in the office, with one flexible day to work remotely. **Career Level** 10PL Posting end date: 8/18/2025 **Job Seeker Notice** EverBank, N.A. and Sterling Bank and Trust, a division of EverBank, N.A. (together, the "Company") is a nationwide specialty bank providing high-value products and services to consumer and commercial clients nationwide. As a pioneer in online banking, we offer convenient digital access for clients 24/7, in addition to phone banking services and a network of financial centers. The Company's commitment is to deliver to our clients high-performing, high-yield solutions backed by exceptional service, always giving them the advantage they expect, to make the most of their money. VEVRAA Federal Contractor Member FDIC Notice to Job Seekers (https://everbank.com/about/careers/notice-to-job-seekers) **Pay Range** $154,800 - $209,500 EverBank, N.A. is an equal opportunity (EEO) employer, dedicated to maintaining a work environment free of bias, harassment, discrimination and retaliation. As an EEO employer, EverBank expressly prohibits discrimination, harassment and retaliation based on protected characteristics such as race, creed, ethnicity, color, age, religion, sex, sex stereotype, pregnancy, sexual orientation, gender, gender identity, gender expression, transgender status, marital status, national origin, ancestry, physical or mental disability, genetic history and information, or military or veteran status. Providing a safe, inclusive environment is a priority at EverBank and, consistent with that mission, EverBank considers all qualified applicants for employment regardless of protected status. We will not discharge or in any other manner discriminate against associates or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another associate or applicant. However, associates who have access to the compensation information of other associates or applicants as a part of their essential job functions cannot disclose the pay of other associates or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by us, or (c) consistent with our legal duty to furnish information.