Contact Center Representative

Small bank in Reston, VA seeking a Contact Center Manager to manage a team.

Responsibilities

• Direct Contact Center activity to meet established goals for service, sales, productivity, and quality of work.
• Develop and manage inbound and outbound strategies, and oversee all ticketing and chat systems.
• Oversee and direct outsourced call‑center operations.
• Manage the phone‑system vendor relationship and troubleshoot phone issues.
• Train and motivate staff; handle escalated member issues.
• Direct daily operations of the Contact Center and supervise employees.
• Hire, train, assign, discipline, conduct performance appraisals, and administer salary adjustments or promotions.
• Oversee performance of the external call center.
• Plan, organize, direct, analyze, and evaluate staff and processes to solve business issues and develop solution‑oriented recommendations.
• Handle member escalation calls and back up the Contact Center as needed.
• Collaborate with managers, staff, and other employees to meet members’ needs across departments and branches.
• Provide service and sales support, training, coaching, recognition, and subordinate development to all staff.
• Maintain system solutions for business issues related to the Contact Center vendor and enhance service delivery.
• Ensure all regulatory compliance within the Contact Center.
• Monitor and record calls; spot‑check tickets/chats to ensure adherence to compliance and security policies.
• Maintain accurate statistical records and dashboards of department activity and relevant information.

Requirements

• 2–5 years of similar or related experience.
• A college degree or equivalent relevant work experience.
• Ability to deal effectively and tactfully with members, vendors, and staff.
• 2+ years of personal experience in member services, operations, and/or lending.
• Demonstrated in‑depth knowledge of credit‑union 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.
• LivePerson experience (helpful).
• Proficiency with PC applications, including Microsoft Office (Word, Excel, Outlook) and the Internet.

Skills

• Strong communication and conflict‑resolution abilities.
• Leadership and staff development skills.
• Analytical skills for performance monitoring and reporting.
• Technical aptitude for managing phone systems, ticketing platforms, and chat tools.
• Knowledge of regulatory compliance standards in a contact‑center environment.

Benefits

• 401(k) retirement plan
• Medical insurance
• Dental insurance
• Vision insurance
• Paid time off (PTO)
• Bonuses and additional perks

Pay

$50,000 – $55,000 per year

Schedule

Full‑time