Call Center ManagerEarthmover Credit Union • Oswego, IL, US
Call Center Manager
Earthmover Credit Union • Oswego, IL, US
job_description.job_card.30_days_ago
serp_jobs.job_preview.job_type
- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionDrive and support changes in the call center, including technological advancements like AI and structural improvements. Lead call center in servicing all members requests ensuring they have the best experience. Ensure call center performance reaches objectives and goals through effective leadership and superior sales and service skills. Recommend strategies for enhancing the department aimed at boosting efficiency, reducing costs and improving call center workflows. This may encompass : Technology integration Training and optimizing call center operations Establish departmental goals aligned with Earthmover Credit Union’s strategic plan and company objectives, while directing and coordinating operations to ensure an efficient, cost-effective department that consistently meets organizational goals. Encourage and coach team members to cross sell products and services by recognizing member needs and matching services and products to the member. Clearly communicate information to employees and members. Troubleshoot and resolve inquiries in a timely, friendly, and accurate manner. Monitor calls to ensure compliance with policies and procedures, providing timely feedback and coaching based on observations. Support call center representatives with handling irate calls, offering coaching on how to improve call center representatives’ skills in managing difficult situations. Monitor call reports – analyzing employee efficiency, response time, accuracy, new business and member satisfaction to ensure the delivery of quality member service and adjusting strategies as needed. Provide and deliver call center performance and metric reports to VP of Member Experience including the establishment of benchmark goals. Prepare and analyze reports to ensure optimal use of call center resources. Evaluate call center software to ensure it is being fully utilized and optimized. Available Monday through Friday 8 am – 6 pm Saturday’s 8 : 45 am to 12 : 45 pm 3+ years in a credit union or bank call center preferred. Bachelor’s degree in business administration, communications, or operational management preferred Previous management experience preferred. Forward thinking mindset. Adaptable to change and skilled at leading teams through transitions with clarity, support and resilience. Organized and diligent, ensuring all tasks are completed in a timely accurate manner. Comfortable with new call center software, CRM tools and emerging technologies, like AI or automation. Experience implementing transitions and new technologies a plus. Strong understanding of call center metrics and performance indicators, such as average handle time, first call resolution and member satisfaction. Experience with Portico a plus. Skilled in managing and coaching team members to effectively handle complex or Irate member situations, delivering calm and solution-focused outcomes. Leadership skills, including coaching and managing a team. Strong listening skills. Ability to effectively communicate both orally and written. Skilled in cross-selling and motivating the team to confidently recommend products and service. Dependable Bilingual in Spanish is a plus.
Job Description
Job Description
Description :
Earthmover Credit Union is seeking a forward-thinking Call Center Manager to join our team.
In this pivotal role, you’ll collaborate with the Vice President of Member Experience to drive performance, innovation, and efficiency within our call center. You'll help shape the future of member experience, using technology, and team leadership to deliver exceptional service with every member interaction.
We’re seeking someone passionate about people and progress – someone with a strong background in credit union or banking call centers, proven leadership skills, and a drive to elevate the member experience in a fast paced, tech-forward environment.
If you’re ready to lead change and make a real impact— we’d love to hear from you!
Please Note : This is a hybrid position, not remote . Applicants must reside in Illinois and be able to commute to Oswego, IL as needed.
We offer the right Candidate :
- Great company atmosphere
- Fantastic benefits which include medical, dental and vision plans
- Employer paid Short-term disability, Long-term disability and Life Insurance
- A fantastic opportunity to learn and grow at Earthmover Credit Union
- Competitive Salary ($50K – 80K) BASED on credit union or banking call center experience)
- Hybrid – Ability to work from home based on company needs.
- PTO accrues from day one.
- Holiday pay
- 10% deposited to your 401k from the credit union.
- Yearly discretionary bonuses
- Generous incentives for cross selling
Responsibilities :
Process improvements
Schedule
Requirements :
ECU is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, ancestry, sex, gender identity, sexual orientation, marital status, age, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where everyone is valued and respected. If you are passionate about customer service and looking for an opportunity to grow in the credit union / banking industry, we encourage you to apply.
serp_jobs.job_alerts.create_a_job
Call Center Manager • Oswego, IL, US
Job_description.internal_linking.related_jobs
Data Center Implementation Manager.Prime Data Centers develops, acquires, and operates data centers for some of the world's largest enterprises.
A private firm owned by a group controlling $6 billio...serp_jobs.internal_linking.show_more
Call Center Manager • • • Must be local to Burr Ridge, Illinois .Why work for Next Door & Window? .If you are a Call Center Manager looking for a massive growth opportunity, this may be...serp_jobs.internal_linking.show_more
At Ivy Lane Corp, a franchise of Valvoline Instant Oil ChangeSM (VIOC), it all starts with our people.We demonstrate that belief every day by living a safety culture that protects our team members ...serp_jobs.internal_linking.show_more
A company is looking for Remote Center Agents for the Entire State of Texas.Key Responsibilities Follow up with prospective homeowners regarding specific home improvement needs Meet and exceed p...serp_jobs.internal_linking.show_more
Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions...serp_jobs.internal_linking.show_more
By clicking the “Apply” button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Tak...serp_jobs.internal_linking.show_more At Ivy Lane Corp, a franchisee of Valvoline Instant Oil ChangeSM (VIOC), it all starts with our people.We demonstrate that belief every day by living a safety culture that protects our team members...serp_jobs.internal_linking.show_more Oncourse Home Solutions (OHS) is a people-centric, $500M organization that is owned by private equity firm, Apax Partners operating under the brands American Water Resources, Pivotal Home Solutions...serp_jobs.internal_linking.show_more 
Job Description : This is where the job description goes.It provides details about the responsibilities, requirements, and expectations for the job role.
This section provides information about the c...serp_jobs.internal_linking.show_more
Code Ninjas is the nation's fastest-growing kids coding franchise.In our center, kids ages 7-14 learn to code in a fun, non-intimidating way by playing and building video games they love.Kids have...serp_jobs.internal_linking.show_more
Clark Resources is currently seeking qualified Call Center Representatives for an upcoming project.The role involves managing a high volume of inbound and / or outbound calls with the goal of deliver...serp_jobs.internal_linking.show_more A company is looking for a Manager, Contact Center Operations to lead and optimize the performance of front-line agents in a fast-paced environment.
Key Responsibilities Build and sustain a high-p...serp_jobs.internal_linking.show_more A company is looking for a Funding Center Manager to oversee day-to-day operations and ensure quality service delivery.Key Responsibilities : Drive compliance with organizational policies and appl...serp_jobs.internal_linking.show_more 
Bank Of America Financial Center Manager.At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.
We do this by driving Respon...serp_jobs.internal_linking.show_more A company is looking for a Full Time Call Center Representative.Key Responsibilities Provide first-level assessment, support, and resolution of issues Answer inbound calls regarding product orde...serp_jobs.internal_linking.show_more 
Are you looking to join a team of passionate professionals who deliver high-quality service?.Do you have a talent for building positive relationships with others?.
Can customers hear you smile throu...serp_jobs.internal_linking.show_more A company is looking for a Senior Manager, Contact Center Operations.Key Responsibilities Build and sustain a high-performance culture through goal setting and accountability Enhance agent perfo...serp_jobs.internal_linking.show_more 
Maximum Pay Range USD $141,900.At Benjamin Moore, our success is attributable to the employees who dedicate their time and talents to the brand and exemplify our core values of openness, integrity...serp_jobs.internal_linking.show_more
Data Center Implementation Manager
Prime Data Centers • Elk Grove Village, IL, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Call Center Manager
Next Door & Window - Burr Ridge • Burr Ridge, IL, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Service Center Manager
VIOCF • DEKALB, IL, United States
serp_jobs.job_card.full_time +1
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Texas Remote Call Center Agent
VirtualVocations • Naperville, Illinois, United States
serp_jobs.filters.remote
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Operations Manager (Contact Center Operations)
American Water Resources LLC • Naperville, IL, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Center Manager in Training - Relocation Required
Biolife Plasma Services Careers • Elgin, IL, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Assistant Service Center Manager
VIOCF • DEKALB, IL, United States
serp_jobs.job_card.full_time +1
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Manager, Vendor Performance (Contact Center Operations)
American Water Resources LLC • Naperville, IL, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Contact Center Representative
Abri Credit Union • Joliet, IL, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Center Manager
Code Ninjas • Naperville, IL, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Call Center Representative
Clark Resources • Oak Brook, IL, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Contact Center Operations Manager
VirtualVocations • Naperville, Illinois, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Funding Center Manager
VirtualVocations • Naperville, Illinois, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_hours • serp_jobs.job_card.promoted • serp_jobs.job_card.new
Financial Center Manager
Bank of America • Park Ridge, IL, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days • serp_jobs.job_card.promoted
Call Center Representative
VirtualVocations • Naperville, Illinois, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Call Center Agent - 1178559
Lehman Consulting and Recruiting • Elk Grove Village, IL, US
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Senior Manager, Contact Center Operations
VirtualVocations • Naperville, Illinois, United States
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_30 • serp_jobs.job_card.promoted
Distribution Center Manager
Benjamin Moore & Co • USA, Illinois, Carol Stream
serp_jobs.job_card.full_time
serp_jobs.last_updated.last_updated_variable_days