What are the responsibilities and job description for the Member Experience Center Operations Manager position at COMMUNITY FIRST CREDIT UNION OF FLORIDA?
**This position is on-site.**
Role:
Responsible for the daily operations of the Member Experience Center, which includes both the inbound and outbound call groups. This role oversees and manages all aspects of the member experience center workforce operations to include forecasting, scheduling, efficiency, service levels, occupancy ratios, and team operational KPI performance.
This role includes coaching & leadership of efficiency factors such as schedule adherence, Handle Time, after call work, and other attributes that impact the overall service level measurement for the Member Experience Center. Responsible for meeting sales and service goals and for frequent review of department policies and procedures to promote workforce, service and operational excellence.
Major Duties and Responsibilities:
- Responsible for meeting department’s service and sales goals.
- Manage direct reports to maximize productivity, efficiency, and teammate potential, including hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Appraise performance and provide recommendations for promotion and termination, as appropriate.
- Manage the daily operations of the Member Service Operations. Serve as Security Officer of assigned branch office.
- Ensure cross-sales opportunities are maximized.
- Track and reports statistical trends and recommends and implement ways to improve productivity and service levels.
- Manage process improvement projects and duties as assigned.
- Prepare and manage the planning and accounting budget for the department. Prepare reports for management as required.
- Ensure that internal control procedures are followed.
- Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Knowledge and Skills:
EXPERIENCE
- 3-5 years of previous experience as a Call Center Supervisor
- 1-2 years of workforce management or operations experience
- Knowledge of various workforce management tools
EDUCATION/CERTIFICATIONS/LICENSES
- Bachelor’s degree in business management or business operations
- Project Management certification recommended but not required
INTERPERSONAL SKILLS
Ability to supervise, monitor and evaluate the work of others.
OTHER SKILLS
Requires clear and professional communication in writing, in person, and on the telephone.
ADA Requirements:
PHYSICAL REQUIREMENTS
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.
WORKING CONDITIONS
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
MENTAL AND/OR EMOTIONAL REQUIREMENTS
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Community First Credit Union is an Equal Opportunity Employer. Community First values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.
