Contact Center Representative

Job Details

• Responsible for directing Contact Center activity to meet established goals for service, sales, productivity and quality of work.
• Directly responsible for the development and management of inbound and outbound strategies, as well as the effective management of all ticketing and chat systems.
• Oversees and directs the outsourced call center operations.
• Manages the phone system vendor relationship and troubleshoots phone issues.
• Trains and motivates staff.
• Handles escalated member issues.
• Directs daily operations of the Contact Center and supervises employees.
• Hires, trains, assigns, disciplines, conducts performance appraisals, and administers salary adjustments and/or promotions.
• Oversees the performance of the external call center.
• Effectively plans, organizes, directs, analyzes, and evaluates staff and processes to solve business issues and to develop solution-oriented recommendations.
• Handles member escalation calls and backs up Contact Center as needed.
• Works with managers, staff and other employees to meet members' needs in a responsive, efficient manner across departments/branches.
• Provides service and sales support, training, coaching, recognition and subordinate development to all staff.
• Maintains system solutions for business issues related to the Contact Center Vendor and to enhance service delivery.
• Responsible for all regulatory compliance within the Contact Center.
• Maintains accurate statistical records and dashboards of department activity and relevant information.

About the Role

A small bank in Reston, VA is seeking a Contact Center Manager to manage a team. The position offers great pay, bonuses, and perks.

Responsibilities

• Responsible for directing Contact Center activity to meet established goals for service, sales, productivity and quality of work.
• Directly responsible for the development and management of inbound and outbound strategies, as well as the effective management of all ticketing and chat systems.
• Oversees and directs the outsourced call center operations.
• Manages the phone system vendor relationship and troubleshoots phone issues.
• Trains and motivates staff.
• Handles escalated member issues.
• Directs daily operations of the Contact Center and supervises employees.
• Hires, trains, assigns, disciplines, conducts performance appraisals, and administers salary adjustments and/or promotions.
• Oversees the performance of the external call center.
• Effectively plans, organizes, directs, analyzes, and evaluates staff and processes to solve business issues and to develop solution-oriented recommendations.
• Handles member escalation calls and backs up Contact Center as needed.
• Works with managers, staff and other employees to meet members' needs in a responsive, efficient manner across departments/branches.
• Provides service and sales support, training, coaching, recognition and subordinate development to all staff.
• Maintains system solutions for business issues related to the Contact Center Vendor and to enhance service delivery.
• Responsible for all regulatory compliance within the Contact Center.
• Maintains accurate statistical records and dashboards of department activity and relevant information.

Requirements

• 2-5 years of similar or related experience.
• A college degree or relevant work experience.
• Ability to deal effectively and tactfully with members, vendors, and staff.
• 2+ years with personal experience in member services, operations, and/or lending.
• Demonstrated in-depth knowledge of CU products, services, and procedures.
• Knowledge of lending policies and programs helpful.
• Previous telephone sales experience with outbound sales programs.
• Experience with ticketing and chat management.
• Live Person experience helpful.
• PC proficient including Microsoft Office (Word, Excel, Outlook) and the Internet.

Qualifications

• Must have a valid driver's license.
• Must be able to pass a background check.

Skills

• Excellent communication skills.
• Strong organizational and problem-solving skills.
• Ability to multitask and prioritize.
• Proficient in Microsoft Office and the Internet.

Benefits

• 401k
• Medical
• Dental
• Vision
• PTO

Pay

$50,000 - $55,000 per year

Schedule

Full-time

Company Info

Small bank in Reston, VA

Company Description

A small bank in Reston, VA is seeking a Contact Center Manager to manage a team. The position offers great pay, bonuses, and perks.

Company Culture

The company values diversity and inclusion and provides an inclusive work environment.

Equal Opportunity Employer

We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, military status, genetic information or any other basis protected by applicable federal, state, or local laws.

Contact Information

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