Call Center Manager

Responsibilities

• Lead and support strengthening HOPE Initiative that values an organizational culture for open communication, innovation, associate engagement and other traits that contribute to collaboration and high performance.
• Supervise, train and coach Telephone Service Representatives.
• Develop and implement comprehensive training programs.
• Research and resolve complex member issues with professionalism and a high level of customer service, including de-escalation when necessary.
• Maintain strict confidentiality of member’s information.
• Ensure timely processing of incoming mail deposits and/or payments.
• Develop and manage performance goals and metrics (e.g., call handling time, cross-selling of value-added products and/or services).
• Ensure completion of compliance related courses and adherence to service level agreements.
• Monitor and review call center reports to call center quality improvements.
• Serve as liaison between the call center and other departments.
• Manage and oversee 3 party vendor relationships.
• Develop and implement strategic call center metric initiatives to drive enhanced member experience.

Qualifications

• High School Diploma/GED
• 5 - 7 years leadership experience in a high-volume banking or credit union call center environment
• Proven expertise in handling escalated conflict resolution

Skills

• Organizational Awareness
• People development & Leadership
• Problem solving
• Oral communication
• Results orientation
• Strategic thinking & accountability

Work Environment

• Employees spend most of the time in office environment, generally accessible to the public, customers, and potential customers by telephone.
• Noise level in the work environment is usually moderate.

Physical Demands

• Regularly required to sit, stand and walk.
• Frequent lifting and/or moving up to 25 pounds.

Benefits

• Paid Vacation and Sick Time
• 11 Paid Holidays
• 401(k) with Company Match
• Coverage for Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA)
• Disability Benefits
• Life Insurance, Critical Illness, Accident
• Employee Assistance Program (EAP)
• Tuition Reimbursement, Professional Development