Job Summary / Company : Are you a passionate leader looking to empower a team and drive exceptional member service in a growing financial institution?
This opportunity is for YOU! A thriving credit union is looking for a Call Center Manager for their District of Columbia location.
As a Call Center Manager, you'll play a pivotal role in ensuring our members receive exceptional service. You'll lead and coach a team of dedicated Call Center Representatives, fostering a positive and productive work environment.
Sounds like YOU! Apply today!
Responsibilities :
- Motivate, coach, and develop your team to deliver exceptional member service that exceeds expectations.
- Monitor call quality and performance metrics, identifying areas for improvement and implementing coaching strategies.
- Oversee day-to-day call center operations, ensuring efficient workflow, adherence to policies, and service level targets.
- Conduct performance evaluations, providing constructive feedback and development opportunities for your team.
- Resolve escalated member inquiries and complaints, ensuring a positive resolution.
- Partner with other departments to ensure seamless member support.
- Recruit, onboard, and train new Call Center Representatives.
- Adhere to all credit union policies and procedures, ensuring regulatory compliance.
Qualifications / Background Profile :
- Minimum 3 years of experience in a call center supervisor or leadership role in the financial industry preferably a credit union.
- Ability to obtain a clearance and pass a credit check.
- Proven track record of coaching and developing high-performing teams.
- In-depth knowledge of credit union products and services (preferred).
- Excellent communication, interpersonal, and problem-solving skills.
- Strong analytical and data-driven approach to performance improvement.
- Ability to work effectively in a fast-paced environment with competing priorities.
- Proficient in Microsoft Office Suite.
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