Member Experience Center Manager

Job Summary

Manages the operations of all inbound contact center calls, ensuring operational effectiveness and efficiency. Ensures representatives are trained and developed, focusing on member experience. Coaches Contact Center Team Leaders on member experience, commitment to strategic goals, and ongoing staff development.

Essential Functions, Duties, And Responsibilities

• Manages inbound call efficiency and technology, including call center technology components and resources.
• Manages operational and administrative activities, including payroll, scheduling, opening, and closing.
• Oversees hiring, training, and leadership of inbound call center representatives and Team Leaders.
• Safeguards representatives' achievement of desired service levels and redirects as needed.
• Ensures adequate staffing levels to support organizational and member needs.
• Counsels and mentors inbound Team Leaders and provides ongoing staff performance and development feedback.
• Guarantees Contact Center sales and strategic goals are met.
• Participates in ongoing evaluation of processes and procedures to ensure the member experience is met.
• Fosters teamwork by professionally interacting with peers, supervisors, and other Langley employees.
• Participates actively in cross-departmental collaboration to ensure effective and efficient communication.
• Assists in the development and implementation of cross-departmental initiatives, improving efficiencies and processes throughout the Credit Union.
• Oversees the processing of consumer loan products and services, including personal, auto, home equity line of credit, and credit cards, ensuring compliance with federal regulations and credit union policies and procedures.
• Serves as final resolution for escalated member concerns.
• Complies with all Credit Union policies and regulatory requirements.

Qualifications

• Bachelor’s Degree in a related field or equivalent experience in a financial institution or contact center environment.
• Three years of supervisory experience is required; five years of supervisory experience is strongly preferred.

Targeted Salary Range

- $72,400 - $92,300

Our Keys To Success

• Service Champion – Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassadors – Demonstrates a passion for Langley’s vision, encouraging diversity, equity, and inclusion while considering Langley’s values when making decisions and taking accountability for delivering results.
• Agile in Action – Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
• Team Driven – Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learners – Maintains an understanding of Langley’s business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Physical Requirements

• The physical demands described here must be met by an employee to successfully perform this position's essential functions, duties, and responsibilities.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
• Work is performed in a climate-controlled office environment where the noise level is typically quiet to moderate.