Contact Center Manager

Primary Responsibilities

• Managing all call center operations which includes ensuring SLAs are met for both wait times and quality of interaction on calls.
• Effectively managing lending pipelines in the Virtual Branch.
• Working with leaders and team members in other departments to coordinate member services, responses, research, resolutions, or carry out other required duties to support our membership.
• Analyzing call center data and make recommendations to improve operations, member experience, as well as forecast and plan.
• Participating in special projects and perform other assignments as needed.

Leadership Responsibilities

• Regularly meeting with each team member to ensure appropriate behaviors, schedules, and understanding of FFCU mission, vision, values are upheld including ensuring position expectations are met.
• Providing team members with training, tools, and resources to successfully perform their jobs.
• Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed.
• Providing and ensuring development opportunities are available for team members as part of their overall career pathing with the credit union.
• Leading change in department by identifying opportunities for improvement to consistently improve service levels.

Basic Qualifications

• Education: Bachelor’s degree.
• Minimum of 3 years’ experience as a call center representative or a financial services branch representative.
• Experience supervising or managing employees.
• Experience as an e-service representative or supervising e-service representatives, supporting customers through virtual technology such as videoconferencing, web-chat, or related capabilities.

Benefits

• Competitive salary with a pay for performance bonus.
• Fully paid Medical, Dental, and Vision benefits package for employees.
• Fully paid Life insurance, AD&D, short and long-term disability coverage.
• 401k plan with a 3% safe harbor from the credit union and a matching program of up to 4%.
• Education reimbursement of up to $5,250 annually, along with a 0% education loan assistance program.
• Pet Insurance.
• 4 weeks of PTO annually including 2 ½ days of float time.
• 9 paid holidays plus 2 half days.