Contact Center Manager

Coosa Valley Credit Union is excited to announce an opening for a Contact Center Manager within our Contact Center! We are looking for an individual who is passionate about helping our members achieve their financial goals and improve their financial well-being. If you are eager to be a part of a dynamic team dedicated to making a positive impact in the lives of our members, we encourage you to apply today for this exciting opportunity within Coosa Valley Credit Union!

Job Description:

• Direct the operations of the Contact Center, ensuring efficient processes and developing solution-oriented recommendations to address business issues.
• Provide guidance, counseling, and solutions to members and potential members, ensuring their telephone requests and inquiries are handled promptly and effectively.
• Collaborate with managers and staff across departments/branches to meet member needs in a responsive and efficient manner.
• Conduct performance appraisals, set goals and action plans, and implement performance improvement plans and disciplinary actions.
• Make decisions regarding hiring, firing, salary adjustments, and promotions.
• Create opportunities for training and employee development to enhance staff capabilities.
• Oversee telemarketing efforts to optimize Contact Center performance.
• Ensure Contact Center technology systems are reliable and meet business requirements, identifying and resolving issues as they arise.
• Establish rules, policies, and procedures for the Contact Center, setting strategic goals and monitoring progress towards their achievement.
• Ensure activities within the Contact Center remain in compliance with all relevant regulatory requirements.
• Manage the Contact Center budget, adhering to financial guidelines and addressing budget variances.
• Maintain accurate statistical records and generate reports for analysis and review.
• Attend and participate in meetings as required to support departmental operations.
• Perform other job-related duties as assigned to support Contact Center operations and Coosa Valley Credit Union’s goals.

Job Qualifications:

• 3-5 years of related experience in a similar role.
• High school diploma or GED required.
• Proven ability to build strong relationships through frequent interaction with internal teams and external partners.
• Skilled in resolving first-level conflicts and soliciting cooperation to achieve shared goals.
• Experienced in handling sensitive discussions requiring a high degree of confidentiality, discretion, and professionalism.
• Strong communication skills, with the ability to navigate complex conversations using diplomacy and tact.

Core Competencies:

Adaptability - Adapts to changes in the work environment, manages competing demands, accepts criticism and feedback, changes approach or method to best fit the situation.

Business Ethics - Treats people with kindness and respect, keeps commitments, inspires the trust of others, works ethically and with integrity, and upholds organizational values.

Communications - Expresses ideas and thoughts verbally and in written form, exhibits good listening and comprehension, keeps others adequately informed, selects and uses appropriate communication methods, writes clearly and informatively, edits work for spelling and grammar, varies writing style to meet needs, presents numerical data effectively, demonstrates effective and clear presentation skills.

Initiative - Volunteers readily, undertakes self-development activities, seeks increased responsibilities, takes independent actions and calculated risks, looks for and takes advantage of opportunities, asks for and offers help when needed.

Problem Solving - Identifies and resolves problems in a timely manner, gathers and analyzes information skillfully, develops alternative solutions, works well in group problem-solving situations, uses reason even when dealing with emotional topics.

Sales Skills - Achieves sales goals, overcomes objections with persuasion and persistence, initiates new contacts, maintains customer satisfaction, maintains records and promptly submits information.

Benefits:

• Health Insurance
• Vision Insurance
• Dental Insurance
• 401K w/ employer match
• Life Insurance (2x Salary) - Employer Paid
• Tuition Reimbursement
• Paid Time Off
• Health Time
• Flexible Spending Account (FSA)
• & much more!

What does it mean to work at Coosa Valley Credit Union?

At Coosa Valley, serving our members is not just a job; we have a much higher purpose.

At Coosa Valley Credit Union, "We Care" and "We Listen" are two core values that differentiate us from banks and other financial institutions. Here we still do business like neighbors helping neighbors, an old fashioned approach that combines modern technologies and the warm professional service members deserve. No matter the need or unusual circumstance, we still listen.

We use our Core Values as a guide and constant reminder that we can always improve our members’ lives. We don’t charge more so that we can increase a line on a graph and we don’t believe that revenue is most important. Our purpose is simple: to help people in our hometown live better financial lives.

“Helping People Live Better Financial Lives” is the purpose that unites all of us at CVCU. We want to create value – for our members, for our employees, and for the communities in which we operate. CVCU’s employees will always put their experience, pride and enthusiasm into making this happen.