Contact Center Manager

Contact Center Manager

Job Type: Full-Time

Exemption Type: Exempt

Wage Amount: $71600 yearly minimum

Position Summary

The primary purpose of this position is to assist the Credit Union in achieving its mission of being our members first choice as their partner to help them make informed financial decisions. The Contact Center Manager is responsible for the overall management of the Member Contact Center with a focus on providing outstanding service to internal and external members across multiple delivery channels (including but not limited to Chat Outbound Voice Video etc.). A large part of their responsibility includes ensuring staff provide prompt professional and accurate service to members educating and developing front line supervisors and supporting a sales and service culture.

Key Responsibilities

Employee Management

• Manage and supervise the daily activities and responsibilities of the Contact Center Supervisors and their respective teams at all contact center locations including remote employees.

• Provide guidance and assistance to the Contact Center Supervisors in the execution of their daily activities and responsibilities.

• Assist with interviewing hiring and termination of Contact Center positions.

• Establish and maintain a career development plan for each employee by identifying personal career goals individual strengths and areas for improvements supplying training and cross-training and coordinating opportunities for learning and participation.

• Review and oversee call monitoring and coaching sessions conducted by the supervisory team to promote and maintain quality member service at all times.

• Monitor department work schedules to ensure adequate coverage and control overtime to stay within annual compensation budget.

• Responsible for reviewing; editing and approving all staff evaluations and disciplinary actions prepared by Contact Center Supervisors

• Approve employee timecards in a timely manner.

• Ensure that Contact Center staff maintains member confidentiality

Contact Center Operations

• Ensure the team provides outstanding service to internal and external members across multiple delivery channels (including but not limited to Chat Outbound Voice Video etc.)

• Effectively manage team member productivity and performance across multiple queues and delivery channels including but not limited to channel specific priorities such as on camera dress code or grammar & punctuation.

• Monitor real time volume across multiple delivery channels and review historical call data to ensure adequate staffing for call coverage making adjustments to queues as needed during peak periods to assure prompt service to members.

• Assist with the development and implementation of new outbound call campaigns. Make recommendations for additional training and tools that may be needed to assist with outbound call initiatives.

• Responsible for maintaining regulation compliance with all delivery channels.

• Responsible for developing implementing and monitoring Contact Center staffs sales expertise in order to achieve overall sales expectations and meet established sales goals.

• Ensure staff meets or exceeds established sales goals by developing implementing and monitoring strategic sales initiatives.

• Responsible for implementing the Contact Center strategic plan for the department to achieve overall sales expectations and contribute to credit union strategic initiatives.

• Ensure staff is informed and properly trained for the implementation of new system updates and changes.

• Assist in establishing annual metrics and other goals by working directly with the Contact Center Director.

• Assist other departments and branches to resolve inconsistencies member disputes call quality and any other service related issues.

• Run reports and compile data in order to monitor productivity and make available to Contact Center Director.

• Manage staffing budget staying within goals established.

• Manage and make recommendations for departmental improvements.

• Supervisory overrides and approvals as needed.

Miscellaneous

• Facilitate effective monthly center & individual dialogs and discuss CU objectives strategic plan and metrics with staff.

• Responsible for staying informed of any current phone check or debit card scams to ensure staff is properly trained to identify potential loss or fraud.

• Stay apprised of industry standards best practices and latest technology enhancements by subscribing to industry related journals and publications joining relevant listservs and attend call center organizations meetings/conferences.

• Attain and maintain a thorough knowledge of all credit union products and services to support outstanding service delivery to members potential members and staff.

• Attain and maintain a thorough knowledge of best practices for contact center management including but not limited to voice chat Video Assistance and ITM.

• Participate in Credit Union business development and community involvement activities

• Serve as a Team Member on Organizational or Departmental Projects.

• Stay apprised of industry standards by subscribing to industry related journals and publications and join relevant listservs.

• Recommend and implement department projects.

• Schedule and conduct monthly individual dialog with Contact Center Director

• Perform other duties as required or assigned.

Education and Experience

• High school diploma or GED required

• Bachelors degree preferred

• Five years financial institution experience required

• Three years supervisory experience required

• Two years previous call center experience required.

• One year sales experience preferred

Knowledge Skills & Abilities

• Good knowledge of contact center call monitoring programs and subsequent reporting functions.

• Strong understanding of regulations and procedure creation associated with member security and fraud prevention

• Great working knowledge of phone systems to ensure functionalities needed for contact center environment

• Microsoft product knowledge.

• Strong background in Human Resources leadership coaching applied sales and referrals.

• Excellent verbal and written communication skills.

• Demonstrate and utilize professional presentation skills and effective business development skills.

Desirable Traits:

Pleasant and professional appearance

Good listening skills

Enjoys working with public using a courteous professional approach

Able to work flexible hours

Dependable

Organizer and planner

Possess decision-making abilities

Creative problem solving

Versatile in all aspects of the credit union

Physical Functions

• Must have the ability/stamina to work at least 40 hours a week

• Will frequently reach feel bend stoop carry finely manipulate and key in data

• Must be able to communicate heavily through telephone e-mail and in-person communications

• Must be able to engage in problem-solving skills to help identify and solve potential issues in the field