Member Contact Center Manager Gulfport 5177

Summary

The Member Contact Center Manager is responsible for leading the daily operations of the Member Services team within the Member Contact Center. This role is accountable for delivering exceptional member experiences while achieving established service, quality, productivity, and operational performance goals. The Member Contact Center Manager reports directly to the VP of Member Contact Center and collaborates with other departments to ensure seamless operations and member satisfaction.

Supervisory Responsibilities

• Participate in the recruitment, interview, selection, and onboarding of employees
• Provide training and development
• Plan, assign, and oversee work
• Evaluate performance; coach and counsel employees
• Administer recognition and corrective actions as appropriate
• Respond to employee concerns and support issue resolution
• Support employment actions such as promotion, transfer, demotion, or separation in accordance with established policies and legal requirements

Essential Functions

• Lead the daily operations of the Member Services team within the Member Contact Center to achieve organizational and departmental goals
• Foster a culture focused on member experience, accountability, teamwork, and continuous improvement
• Execute on organizational strategies to achieve call center goals and objectives, including service level agreements, call quality, and member satisfaction targets
• Monitor and analyze call center performance metrics, identifying areas for improvement and implementing corrective actions as necessary
• Ensure adherence to call center policies, procedures, and regulatory requirements
• Collaborate with other departments to address member inquiries, resolve escalated issues, and improve the overall member experience
• Utilize call center platform to monitor call routing, workforce management, and reporting
• Prepare and present reports on call center performance, trends, and recommendations to management
• Maintain a working knowledge and daily supervision of all functional requirements of the inbound contact center
• Work with management to develop business plans to support the organization's strategic plan
• Assist in disaster preparedness and recovery within scope of authority
• Responsible for compliance with all Federal regulations, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor's Degree in related field or equivalent combination of education and experience which demonstrates the ability to perform the functions of the position preferred

Experience and Other Requirements

• Minimum of 5 years of experience in call center leadership, preferably in the financial services industry
• Advanced knowledge and understanding of call center performance targets
• Exceptional problem-solving and decision-making abilities
• Strong critical, analytical and data-driven mindset, with the ability to interpret and utilize call center metrics
• Excellent verbal and written communication skills
• Ability to adapt to a fast-paced and dynamic environment

Interpersonal Skills

• Demonstrates the ability to interact professionally and respectfully with members, coworkers, and external partners
• Communicates information clearly and effectively, both verbally and in writing, and listens attentively to understand questions or concerns
• Maintains a courteous, cooperative, and service-oriented approach in a variety of work situations, including those involving differing perspectives or needs
• Builds positive working relationships and contributes to a collaborative, inclusive, and member-focused environment

Computer Skills

• Proficient in the use of computers and standard office technology, including Microsoft Office applications (Word, Excel, Outlook, and Teams)

Benefits

• Medical, dental, and vision insurance
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• Employee and Dependent Life Insurance
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Leave
• Tuition Reimbursement and Competitive Scholarships
• Short-Term & Long-Term Disability Benefits
• Employee Assistance Program