Contact Center Manager

Lead the Contact Center team in delivering exceptional member service through phone and other digital channels. Ensure operational efficiency, service quality, employee development, and member satisfaction goals are achieved while creating a culture focused on supporting members, resolving needs efficiently, and strengthening member relationships.

Major Duties and Responsibilities:

Essential Functions & Responsibilities:

• Leads the daily operations of the Contact Center by providing direction, coaching, and support to staff while ensuring service, quality, and operational goals are achieved. Oversees scheduling, workforce management, employee development, performance reviews, and accountability efforts to maintain a high-performing team dedicated to delivering exceptional member experiences.
• Monitors branch operating results relative to established goals/objectives and ensures appropriate steps are taken to correct unsatisfactory performance.
• To educate and encourage employees to educate members about credit union products and services. To ensure contact center level participation in member education campaigns and incentive programs and ensure employees enter quality referrals with understandable notes in the member education system.
• Maintains communications with management; prepares and submits standard reports; attends scheduled management meetings. Monitors all branch activities to ensure they are in compliance with established credit union policies and procedures.
• Identifies opportunities to enhance Contact Center processes, workflows, technology utilization, and service delivery methods. Leads or participates in continuous improvement initiatives designed to increase efficiency, improve the member experience, and support organizational goals.
• Performs other job related duties as assigned.
• Serves as a liaison between other departments within the credit union and the members with problem resolutions, issues and potentially additional investigation.

Performance Measurements:
1. To maintain a cohesive, highly trained and motivated staff, sufficient to meet the needs of the Credit Union.
2. To ensure all activities within the department are carried out within the prescribed time frames and with zero errors.
3. To provide training, development, support and leadership to all member service line representatives. Proactively promote cross sales culture within the department, both by example and training employees to identify the opportunities. To ensure member service line representatives
meet their expectations and coordinate resolution of performance issues with appropriate management staff.
4. To achieve the agreed upon abandoned call ratio for the department

5. To note observations of employee performance into appropriate reporting tool, as well as, give to and receive feedback from employee on the same in an appropriate time frame.
6. To provide informed, professional and accurate service and support to all members and associates.
7. To meet or exceed the established branch goals each month and ensure direct reports achieve their individual goals.
8. To effectively evaluate the efficiency of the branch and develop specific recommendations for improvements to personnel, facilities, products, pricing, policies, and processes.

Knowledge and Skills:

Experience Three years to five years of similar or related experience.
Education A high school education or GED.
Interpersonal Skills Motivating or influencing others is a material part of the job. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. The role requires a significant level of trust or diplomacy.
Other Skills Must have good listening and communications skills; able to operate a 10-key calculator, typewriter, and computer keyboard; able to make decisions with minimum information.

Working Environment/Physical Demands:

Work involves everyday risks or discomforts that require normal safety precautions typical of such places as offices, meeting and training rooms, etc. Employees work primarily in an office setting under generally favorable working conditions. The job requires walking, sitting, bending, stooping, standing for long periods of time, or similar activities. Employees frequently lift objects up to 25 pounds, occasionally lift heavy objects from 26 to 50 pounds, yet seldom from 51 to 100 pounds.