Contact Center Manager

EXCELLENT PAY AND BENEFITS!

Be one of the first applicants, read the complete overview of the role below, then send your application for consideration.

Be a part of one of the most successful financial institutions in the country!

Star One Credit Union is one of Silicon Valley's largest, member-owned financial institutions. Star One offers financial services to more than 126,000 members worldwide.

With assets over $10 billion, Star One is ranked 19th in total assets among over 4,900 credit unions nationally. For ten years in a row, Star One has been ranked #1 by the Credit Union National Association for providing the highest direct financial benefit to the members we serve.

We offer AMAZING BENEFITS that help keep our employees healthy and shining bright!

• 401(k) Plan, Match, and Profit Sharing
• Annual Wellness Benefit
• Education Assistance
• Employee Loan Discounts
• Medical, Dental, and Vision (Effective date of hire)
• Paid Holidays
• Paid Time Off Program
• Staff Incentive Variable Pay (Bonus)

Job Title : Contact Center Manager

Hours : Normal business hours for a management role to include weekend and after hours to support Contact Center operations and staff.

Scheduled off on New Year's Day, Thanksgiving and Christmas with all other holidays subject to a rotating schedule.

Salary Range : $115,000 - $160,000 per year, which is base pay. Compensation will be based on candidate qualifications.

Job Scope / Duties

• Develops and ensures member service and strategic Contact Center goals are met.
• Develops and implements a workforce management program and strategies including forecasting, scheduling, and real-time management.
• Responsible for overall Contact Center performance to include efficient operations and superior member service levels.
• Establishes and maintains quality assurance program and process to ensure consistent service delivery.
• Leads, mentors, and develops a team of Contact Center staff. Provides coaching and fosters a positive team environment.
• Organizes and implements cross training, conducts performance evaluations, and manages employee development plans.
• Ensures application of and compliance with established operating procedures and policies per applicable local, state and federal regulations.
• Develops and updates methods and procedures based on changes to computer systems, regulatory compliance, operations, and member service needs.

Additional responsibilities include statistical reporting and analysis, technical troubleshooting, strategic projects and administration.

Supports other departments as required.

Experience / Minimum Education Requirements

• Minimum of eight (8) years of current and progressive financial institution experience, with five (5) years of leadership and management experience in a Contact Center.
• Bachelor’s degree in Business Administration, Accounting, Finance or the equivalent level of education and experience.

Knowledge / Skills / Abilities

• Excellent written and verbal communication skills required.
• High level of proficiency with Microsoft software including Word, Excel, Outlook, PowerPoint and Teams.
• Strong knowledge of credit union products, services, and industry regulations.
• Ability to promote and maintain a strong service culture.
• Must have strong technical aptitude, as well as analytical and critical thinking skills.
• Excellent organizational, project management and multi-tasking skills.
• Ability to work in a fast-paced environment and prioritize tasks while servicing members and coaching / directing employees.

MUST HAVE GOOD CREDIT.

We are a proud Equal Opportunity / AAP Employer M / F / Vet / Disabled.

Job Type : Full-time

Pay : $115,000.00 - $160,000.00 per year

Schedule :

• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Weekends as needed

Experience :

• Contact center management : 5 years (Required)
• Banking : 8 years (Required)

Ability to Relocate :

Sunnyvale, CA 94089 : Relocate before starting work (Required)

Work Location : Hybrid remote in Sunnyvale, CA 94089

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