Contact Center Manager

Job Description:

Essential Job Responsibilities  

• Train, develop, and motivate Contact Center employees to provide excellent service to members.
• Manage employee schedules to ensure sufficient coverage
• Lead team meetings to discuss team performance, share updates, and foster collaboration.
• Keep management informed on issues and problems and suggest possible improvements and implement best practices.
• Foster a positive work environment encouraging teamwork
• Prepare monthly data performance reports provide feedback to improve key metrics as it relates to member service.
• Ensuring timely resolutions of member issues to ensure member satisfaction.
• Review call logs and evaluate call quality to identify areas of improvement
• Provide research and consultation in the resolution of basic, intermediate, and complex member inquiries, requests, and challenges/concerns. Follow through on agreements and continuously enhance the member service experience. Uphold the Credit Unions Mission and Values.
• Serves as a resource for account reviews and overrides, approvals and transactional exceptions, and handling of member transactions utilizing good judgement within approved authority levels. Provides support, guidance, and advice to employees for issue resolution, clarification, escalation diffusion, override/escalation, and a variety of other Contact Center issues that arise.
• Maintain up to date knowledge of all procedures, products and services offered by the Credit Union to ensure accurate and reliable service to members, including referrals and/or sales to fulfill the financial needs of our members. Complete daily operational tasks to ensure the department’s daily duties are done.
• Provide and update procedures and knowledge based resources for the Contact Center.
• Other duties as assigned.

Knowledge and Abilities

Position – Specific

• The ability to maintain and foster positive relationships with our members, sponsoring companies, and other employees.
• Must be detail-oriented, complete multiple tasks and be able to work independently.
• Ability to think and act independently within guidelines and limitations of authority.
• Ability to communicate effectively with leadership team and staff.

 Abilities for All Employees

• Demonstrated excellence in providing customer service to members and/or internal members, and fostering a positive working environment.
• Comfortable working in a fast paced environment, which may include frequent interruptions.
• Comfortable using Microsoft 365 tools (Outlook, Teams, Word, Excel, SharePoint) and AI assisted tools like Microsoft Copilot, with a willingness to learn new technology as it evolves. We’re a digital first, paperless workplace, and we use tools that help us work smarter, for example: using Teams for internal communication, keeping your Outlook calendar up to date, using Copilot to help draft and streamline routine work, and following simple meeting best practices (25/50 minute scheduling, cameras on when practical, and turning on transcription when helpful).
• Strong ability to multitask while maintaining attention to detail and follow through.
• Excellent communication skills including effective listening, speaking, problem solving, and tact in dealing with internal and external members.
• Ability to maintain privacy and confidentiality.
• Dependability in attendance, punctuality, and meeting deadlines.
• Must have the ability to work independently, and exercise good judgment, initiative, and tact in dealing with internal customers and external members.
• Must have the ability to work as a team player while using discretion in decision making and sound judgment in problem solving.

Education, Experience & Certifications

• Five years’ previous banking/CU experience.

Physical Requirements

• Repeated motions may include the wrists, hands, and/or fingers.
• Ability to use a keypad and keyboard and mouse for extended periods of time.
• Vision and hearing to normal range (or corrected).
• Adjusting, lifting, carrying, or pushing/pulling objects up to 25 pounds in all directions.
• Remaining in a stationary position, often standing or sitting for prolonged periods.
• Moving about to accomplish tasks or moving from one work site to another.

 Requirements for All Employees

• Must be bondable
• Professional references, employment, credit and background checks required.
• Reliable transportation
• Ability to follow all Credit Union policies and procedures as well as all banking regulations and federal, state, and local laws.