Publix Employees Federal Credit Union (PEFCU) was established over 60 years ago to provide financial services with lifetime value to Publix Super Markets, Inc. employees and their families.

 PEFCU Benefits/Perks:

• Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
• Generous Paid Time Off program (approximately 4 weeks a year)
• 11 paid holidays per year
• 401(k) retirement plan and profit sharing
• Pay for performance incentive programs
• Time off for giving back to your community!
• Tuition reimbursement
• And much, much more!!!

We are committed to improvement, driven by feedback, and focused on organizational growth. We expect and demonstrate our values (Caring, Inclusive, Transparent, Innovative, and Accountable) every day, creating an environment where all associates can add value and feel valued. 

Find your value here as a…

Manager, Member Contact Center

The Contact Center Manager manages the daily operations of the Member Contact Center. Key responsibilities include ensuring an excellent member experience, managing service levels, and developing assistant managers and hourly team members.

What you will do…

• Manage the overall activities of the Member Contact Center to ensure service levels are met
• Oversee call center calls and omni-channel queues. Develop call center strategies governing scheduling, call handling, and customer service with the goal of improving customer satisfaction and increasing sales and revenue.
• Develop strategies around process improvement and implement positive and impactful changes.
• Resolve member escalations that require manager intervention
• Evaluate departmental and individual performance through team member scorecards and KPIs for associates and the department
• Manage departmental expenses to align with the budget 
• Act as a representative for the Contact Center on projects as assigned
• Analyze and report on call center trends, including call volumes, call patterns, staff productivity, attrition rates, and resource allocation
• Develop departmental procedures and guidelines

What you need…

• Management experience leading and developing hourly employees
• Ability to connect with others, build rapport, and positive relationships
• Excellent verbal and written communication skills
• Excellent time management and organizational skills with the ability to assign and delegate tasks
• Ability to apply logic and reason to solve complex problems
• Knowledge of the Bank Secrecy Act and other federal laws, including but not limited to: US Patriot Act, Office of Foreign Assets and Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act
• 5 years of relevant call center management experience and banking or credit union experience
• 2 years of leadership experience
• Bachelor's degree or equivalent relevant work experience

What’s in it for you…

• Competitive pay 
• Pay for performance incentive program
• Medical, Dental and Vision insurance plans with one option at NO cost for employee only coverage!
• Stellar benefits/perks
• Work/life balance

Apply now!