Contact Center Manager

Address : 16430 Park Ten Place, Houston, Texas 77084

Role : Manager duties include, but are not limited to managing all aspects of the Contact Center and daily operations to ensure outstanding service is provided to all internal / external members.

Monitors calls for quality assurance, handles escalated calls and scenarios, provides general direction, team leadership, support and operational management for the Contact Center, in order to meet all credit union goals.

Accommodates member needs via the telephone, fax, email and live chat requests including loans and account services. Works closely with the Contact Center Vice President and Sr.

Lead level representatives, processing reports, troubleshooting member issues, as well as training and coaching the Contact Center Representatives.

Essential Functions & Responsibilities :

• Prepare performance reports for upper management by collecting, analyzing and summarizing trends.
• Take escalation calls that Contact Center Representatives cannot handle and be available to help with the queue in the event of the high call volume.
• Directly Manage Contact Center staff (25-28 employees to ensure optimal performance, provide coaching and training to Contact Center representatives to maintain high customer service standards.
• Conduct effective resource planning to maximize the productivity of resources, responsible for managing time off requests weekly schedules, Saturday rotation and keeping sufficient staffing available to support service levels.

Monitor queues and track call waiting times, call handling times, abandonment rate, etc.

Conduct monthly scorecards and complete performance evaluation, motivate and encourage team through positive communication and feedback.

Performance Measurements :

1. To provide accurate, courteous, friendly, timely, and professional service to all members and potential members. Answering telephone immediately and responding to correspondence within one day.

2. Back-up the Contact Center Representatives answering the telephone promptly if not picked up by a representative and answer correspondence within the same business day.

3. Process member transactions as needed accurately.

4. Maintain a professional appearance and atmosphere for the department.

5. Provide leadership to the staff assuring work is processed in an organized and timely manner.

6. Properly document performance management to allow staff to progress in the team / company or be coached out in a timely fashion.

Knowledge and Skills :

Experience - Extensive experience working in a Contact Center environment. Strong attention to detail. Able to maintain composure during difficult situations and a fast-paced environment.

Education - (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program, or (5) two years performing the position or similar role in a contact center environment successfully.

Interpersonal Skills - The Contact Center Manager will serve as a back-up to the Contact Center Team. This includes, but is not limited to being able to perform Contact Center Representative daily duties.

He / She will provide prompt, friendly, and efficient phone services to existing, as well as potential members, while providing solutions on account related inquires.

Will execute all phases regarding account information, as well as actively promote, sell credit union products and services during telephone interactions.

• Other Skills - Skilled in multitasking; Strong decision-making skills; Excellent Member Service skills; Problem- solving and analytical skills;
• Leadership and management skills; Organizational skills; Communication and interpersonal skills; Computer literacy skills Microsoft Office / Windows environment / Troubleshooting;

Able to work under pressure and adapt to change; ability to prioritize and control workload of a team; ability to work as part of a team.

Complete any other assignments provided by upper management.

Physical Requirements - While performing the duties of the job, the employee is regularly required to :

• position self to move about the work area
• reach, grab, sort
• communicate in person and via telephone with others
• identify and recognize small font communication
• ability to transport a minimum of 10 pounds

Work Environment - In person daily at the Park Ten location, this can change. Must keep a clean and professional area. Must follow all Safety guidelines to ensure proprietary information is not available to others.