What are the responsibilities and job description for the Contact Center Manager position at Climb Credit Union?
Description
The Contact Center Manager is responsible for the direct supervision of the company member care staff. This position ensure members' service requests by telephone, video conference, chat and email are being responded to in a timely manner. It supports a thorough product and service knowledge, exceptional cross-sell and service skills, sales skills, and a professional demeanor. Supports an environment where people are able to work independently and as a team and support sales and service standards and efforts.
Why Climb Credit Union
- As not-for-profits and member-owned financial cooperatives, credit unions are incredibly unique institutions. Earnings are returned to members in the form of better rates, lower fees and great services. Be a part of a movement that pays it forward!
- Climb Credit Union was founded in 1951. We’re a stable, successful and growing financial institution, which is why we need you.
- A suite of outstanding benefits is available to employees who work 20 or more hours a week. In addition to healthcare, dental and life insurance, 401(k), personal time off, we offer employee discounts on loans and other perks as well.
- Learn a ton with our on-the-job training programs and set yourself up for career and personal financial success.
- Climb Credit Union has been recognized as a top place to work by The Denver Post in 2024. This award recognizes our positive work environment and goal of fostering employee satisfaction, and it's truly a testament to our efforts.
Requirements
What will you be doing?
- Manage, coach, develop, and evaluate the performance of department staff on meeting organizational sales and service quality and objectives. Directs and monitors the department to ensure professionalism, accuracy, and sales delivery to meet or exceed CCU standards. Provides answers and problem resolution about products, services, and technical issues. Acts as the product owner for service delivery to all remote channels, including but not limited to, call center management tools, member call tree, live chat/chatbot platform, open/secure email channels, OLB password/usage support, etc.
- Collects and analyzes information such as performance metrics including ACD, chat, and bot data and communicates relevant data. Recommends improvements based on metrics and data to improve overall performance, results, and member experience. Ability to use data and analytic information to gain insights and drive strategic direction for the department.
- Provides answers and problem resolution about products, services, and technical issues. Acts as the product owner for service delivery to all remote channels, including but not limited to, call center management tools, member call tree, live chat/chatbot platform, open/secure email channels, OLB password/usage support, etc.
- Assist all staff members with regards to products, regulations and changes. Monitors product delivery quality and takes action to resolve issues.
Qualifications:
- Three to five years of similar or related experience.
- A two-year college degree, completion of a specialized certification or licensing, or completion of specialized training courses conducted by vendors.
- Previous Contact Center management experience
This is a full-time, exempt position with a starting annual pay of $73,000.00, depending on experience, education and qualifications. If you think you are the superhero to bring unforgettable experiences to our members and help grow a thriving organization, please apply. We appreciate your interest in employment and look forward to meeting you!
Salary : $73,000 - $83,000
