Manager, Retail Contact Center

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Position Summary

The Contact Center Manager role makes a difference in our members' lives by providing exceptional experiences to our members to help them succeed financially. This role leads a group of high-performing team members to take care of our members. The Contact Center Manager leads a team of member service supervisors and requests from multiple channels including phone and email. The leader in this role will partner closely with cross-functional stakeholders and leaders to ensure best-in-class member experience when switching channels.

Principle Duties and Responsibilities

• Willingness and ability to exhibit Wellby Core Values every day.
• Works purposefully and is driven to provide the best team member experience.
• Partner with Product Management, Communication Team, and Digital to recommend best-in-class experiences for solutions.
• Partner with Engagement and Development to ensure alignment on current curriculum.
• Identify opportunities to improve operational effectiveness. Deliver recommendations to executive leadership.

Leadership

• Supervise, hire, train, schedule, and assign work; assess performance, coach or discipline staff as needed.
• Provide coaching and insights that lead to enduring organization, providing exceptional experiences.
• Ensure team members understand how they contribute to the end-to-end member experience and financial success.
• Conduct quarterly professional development conversations with team members, discussing next quarter's development goals.

• Champion changes within the team and around the organization.
• Remove barriers between business units and collaborate cross-functionally.

• Foster a positive and engaging work environment for team members.
• Collaborate with team members of the management team.

Team Member Experience

• Ensure team members understand how to provide exceptional member experiences.
• Select team members for the Contact Center that align with the potential to grow within the organization and continuously develop them to support our purpose.
• Benchmark team member performance with experience level and collaborate to support them in their professional development.

• Create and develop a strategy for implementation surrounding Contact Center metrics, tracking, and reporting.
• Implement new communication technologies to further our ability to serve our members.

• Contribute to the success of organizational initiatives that impact the Contact Center.
• Function as the Contact Center Subject Matter Expert (SME) in initiatives.
• Accountable for the performance of the Contact Center team's performance against Key Performance Indicators.
• Drive team efficiencies using digital tools and resources.
• Partner and build relationships with all lines of business to develop reporting and present to executive leadership.
• Performs other duties as assigned.

Knowledge, Skills, and Abilities (KSA)

• Knowledge of Wellby's organizational functions, general operating policies and procedures and credit union best practices.
• Knowledge of credit union products, services, and regulatory requirements that impact event planning and member engagement.
• Knowledge of general office practices and procedures, business English, spelling, punctuation and arithmetic.
• Knowledge of retail product philosophy, banking industry best practices, and regulations.
• Knowledge of personal computers and proficiency utilizing Microsoft Office Suite products or related software.
• Knowledge of instructional design, design principles, and adult learning theories.
• Knowledge of Learning Management Systems.
• Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding devices.
• Skilled in data organization and implementation into readable formats and spreadsheets.
• Skilled in effective verbal and written communication to prepare and conduct presentations, training seminars, and workshops.
• Skilled in interpersonal skills for exchanging accurate information across diverse audiences.
• Skilled in above-average analytical and reasoning abilities.
• Skilled in solid influence skills.
• Ability to work outside of business hours, occasional evenings or weekends, to attend events or meetings.
• Ability to assess business and customer needs and implement successful solutions using creativity, innovation, and judgment.
• Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Ability to initiate, develop and maintain strong, effective relationships.
• Ability to communicate clearly and concisely, orally and in writing.
• Ability to be trustworthy and act with integrity.
• Ability to work collaboratively and openly share ideas as part of a cross-functional team.
• Ability to work effectively across organizational departments and functions to achieve strategic goals.
• Ability to efficiently understand and follow oral and written instructions, perform routine duties without close supervision, deal effectively with the public, and establish and maintain effective working relationships with other team members.
• Ability to work in a fast-paced team environment with exceptional customer service skills.
• Ability to motivate others and to work in a large, cross-functional team dynamic.
• Ability to coordinate several concurrent activities simultaneously.
• Ability to provide excellent time management skills with a proven ability to meet deadlines.
• Ability to provide strong analytical and problem-solving skills.

Supervisory Responsibilities

• Team member has supervisory responsibilities.

Complexity & Scope of Work

• The team member performs routine and generally related tasks without supervisory direction.
• Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
• The team member's work is reviewed periodically for accuracy, completion, and compliance with Wellby's policies and procedures.
• The team member will ensure policies, procedures, and programs are consistently administered, aligned with organizational goals, and compliant with professional standards.
• The team member uses independent judgment in making decisions.
• Courses of action are determined by established procedures and/or the Vice President of VCC.

Physical Demands & Work Environment

• The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
• To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
• The ability to observe details at close range (within a few feet of the observer).
• Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
• The noise level in the work environment is usually moderate.
• Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.

Minimum Qualifications

High School Diploma or equivalent required.

• Minimum five (5) - seven (7) years financial services and contact center experience or similar required.

• Bachelor's degree in finance, business development or related field preferred.
• Minimum three (3) years of leadership experience in a technically advanced Contact Center environment (use of phone and chat, telephony, messaging, human-assisted virtual assistant, etc.) preferred.
• Minimum two (2) years credit union or retail banking experience
• An equivalent combination of education and experience may substitute for stated qualifications.
• Experience leading virtual/remote team members preferred.
• Need to be able to work both onsite (at all locations) and remotely based on business needs.?
• Bondable

For All Candidates

This is a Full-Time, Salary (exempt)

Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status, or any other legally protected characteristic. If you'd like more information about your EEO rights as an applicant under the law, please contact Human Resources.

Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans. If you need reasonable accommodation, please email View email address on click.appcast.io or call View phone number on click.appcast.io for assistance.