Contact Center Manager

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POSITION: CONTACT CENTER MANAGER

REPORTS TO: VP OF BRANCH OPERATIONS

STATUS: EXEMPT

QUALIFICATIONS/SKILLS:

• High School Diploma
• Prior leadership and management experience preferred
• Good communication, interpersonal and sales skills
• Strong attention to detail and organizational skills
• Strong math and computer skills required
• Good analytical and problem solving skills
• Can handle a variety of situations simultaneously
• Positive attitude and team work skills

BASIC FUNCTIONS:

Coordinate and manage all aspects within the Contact Center ensuring the daily activities are performed in a timely, accurate and courteous manner. The manager should assist with all team functions as needed, while ensuring all operational procedures are followed. Must be knowledgeable of products and be able to provide assistance with services to members and contact center staff. Good leadership skills and the ability to motivate others as necessary. Provide working leadership and guidance to all staff through assignment of work.

DUTIES AND RESPONSIBILITIES:

• Be able to perform all Contact Center staff duties as an active member of the working team.
• Promote an atmosphere that provides a positive and professional environment in the Contact Center leading staff by example.
• Maintain a leadership role that supports the vision and goals of the credit union.
• Maintain knowledge of credit union products and services to efficiently train and motivate staff.
• Manage Contact Center activity continuously looking for ways to improve the service offered.
• Make sure calls are answered within agreed time scales and completed in a friendly and respectful manner.
• Monitor and measure productivity of Contact Center and provide reports when needed.
• Schedule employees to ensure adequate call center coverage to achieve service level targets.
• Manage staff by evaluating work performance by coaching sessions and preparing annual reviews.
• Support career development by encouraging on-going education and training.
• Arrange team meetings where issues of performance are mutually discussed and feedback is provided.
• Resolve member and employee complaints in a professional and timely manner.
• Develop and maintain phone handling procedures.

The above list reflects general details considered necessary to describe the principal function of the job identified and should not be considered as a detailed description of all work requirements that may be inherent in this job.