Contact Center Manager (Call Center Manager)

Job Summary :

The Member Contact Center Manager is responsible for the leadership of the Credit Union's Member Contact Center which provides support to members via attended telephone support, remote delivery channels, and other digital platforms.

The Member Contact Center Manager is responsible for implementing strategies to improve service quality, and efficiency.

The successful candidate for this position must possess a strong foundation of leadership qualities. They should have the ability to influence others through a combination of practical experience and knowledge.

They provide leadership support through consultative relationship building, and job behavior role modeling. They are enterprise leaders in that they act as liaisons collaborating with internal business partners to drive the comprehensive member experience that increases member loyalty, and drives ongoing organizational growth.

We encourage you to view and apply directly at edfed.org / careers

Duties & Responsibilities :

• Oversees daily contact center operations to include call volumes with focus on ensuring successful achievement of assigned metrics in call handling, service quality, member satisfaction, and relationship growth.
• Provides direction to Assistant Manager and Team Leads on the scheduling, coaching, and development of associates while aligning resources to maximize team productivity.
• Proven ability to coach and manage in a results driven environment.
• Ensures each team member has the essential skills, knowledge and tools they need to succeed at their job. Demonstrates a leadership style that sets an example and is hands-on.
• Identifies knowledge gaps for Member Contact Center staff and engages department resources and training partners to assist with associate development needs.
• Monitors phone calls with contact center management, conducts side-by-side coaching and provides real-time feedback, motivation and recognition to all team members on a daily basis.
• Owns member escalation process and protocol, to ensure consistency in member service delivery, and conflict resolution.
• Seeks out new ways to enhance contact center support to members through the addition of new services and expansion of existing member relationship.
• Inspects employee timesheets to maintain control of attendance and minimize redundant scheduling.
• Ensure that team scorecards are maintained on a weekly, monthly, and quarterly basis.
• Perform the duties of call center representatives during high peak volumes, or as call volume dictates.
• Recruit and develop talent, conduct performance appraisals, and provide corrective counseling as required by the business.
• Define and manage performance metrics and KPI’ benchmarks that align to enterprise organizational needs.
• Create and distribute reporting to provide Credit Union Leadership with meaningful insight to the performance of the department and progress toward assigned benchmarks.
• Leads efforts to evaluate vendors to enhance digital member experience and system functionality.
• Develop effective call scripting and on-hold messaging for campaigns and marketing promotions.
• Continuously monitor member trends and collect feedback to identify improvement opportunities for Contact Center, member service, and new product / service enhancements based on industry best practices and recommended vendor solutions.
• Collaborate with leadership and other internal business partners to review and calibrate department strategy alongside enterprise needs
• Perform other duties as assigned by management.

Requirements :

• Bachelor's Degree or equivalent combination
• 3- 7 years of Contact Center & Retail Financial Services leadership experience

Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

The following are some benefits offered to employees :

• Paid Holiday
• Paid Birthday
• Paid Sick and Personal Days
• Paid Vacation
• Retirement / 401K with matching contributions
• Medical, Dental and Vision Insurance
• Life Insurance and Long Term Disability
• Tuition reimbursement for Undergraduate and Graduate courses
• Various Incentive Programs
• Career opportunities
30+ days ago