Contact Center IT & Ops Mgr

Contact Center IT & Ops Mgr

Job Locations

US-IN-Evansville

Category / Function

Information Technology

Position Type

Regular Full-Time

Requisition ID

2025-18765

Workplace Type

On Site

Overview

Old National Bank has been serving clients and communities since 1834. With over $70 billion in total assets, we are a regional powerhouse deeply rooted in the communities we serve. As a trusted partner, we thrive on helping our clients achieve their goals and dreams, and we are committed to social responsibility and investing in our communities through volunteering and charitable giving.

We continually seek highly motivated and talented individuals as our people are critical to our success. In return, we offer competitive compensation with our salary and incentive program, in addition to medical, dental, and vision insurance. 401K, continuing education opportunities and an employee assistance program are also included in our benefit suite. Old National also offers a variety of Impact Network Groups led by team members who are passionate about driving engagement, creating awareness of diverse backgrounds and experiences, and building inclusion across the organization. We offer a unique opportunity to join a growing, community and client-focused company that is firmly rooted in its core values.

Responsibilities

Position Summary

The IT / Operations Manager for the Contact Center is responsible for managing the technology infrastructure, operational workflows, and business processes that support customer service delivery. This role ensures the reliability of contact center systems, drives operational efficiency, and leads BPM initiatives to continuously improve service quality and performance.

Salary Range

The salary range for this position is $81,700 - $165,100 per year. Final compensation will be determined by location, skills, experience, qualifications and the career level at which the position is filled.

Key Accountabilities

IT Management :

Oversee the implementation, maintenance, and optimization of contact center technologies (e.g., Genesys, PinDrop).

• Collaborate with IT teams and vendors to ensure system performance, uptime, and compliance.
• Lead technology upgrades, integrations, and migrations with minimal disruption.
• Monitor system health and resolve technical issues proactively.

Operations Leadership :

Business Process Management (BPM) :

Strategic Initiatives :

Compliance & Security :

Key Competencies for Position

Promotes Change - Drives change within team.

Strategy in Action - Fosters strategic capability in self and others.

Makes Decisions & Solves Problems - Seeks deeper understanding, identifies alternative solutions, and drives sound decisions.

Personifies ONB Culture - Leads by example and influences team to exemplify what it means to live ONB Culture.

Qualifications and Education Requirements

Key Measures of Success / Key Deliverables :

System Uptime & Reliability :

Operational Efficiency :

Customer Satisfaction (CSAT / NPS) :

Employee Engagement :

Old National is proud to be an equal opportunity employer focused on fostering an inclusive workplace and committed to hiring a workforce comprised of diverse backgrounds, cultures and thinking styles.

As such, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.

We do not accept resumes from external staffing agencies or independent recruiters for any of our openings unless we have an agreement signed by the Director of Talent Acquisition, SVP to fill a specific position.

Our culture is firmly rooted in our core values.

We are optimistic. We are collaborative. We are inclusive. We are agile. We are ethical.

We are Old National Bank.

Join our team!

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If you're qualified for a position but need additional help with the application because of a disability, please email HRservices@oldnational.com (This email will respond to accommodation requests only.)