What are the responsibilities and job description for the Contact Center Service & Sales Manager II position at First Technology Federal Credit Union?
The Manager II, Contact Experience Center (CXC) Sales & Service oversees the day-to-day activities of a fast paced and multifaceted inbound call center. This role is responsible for leading and developing a team of Sales and Service Representatives focused on building and enhancing consumer relationships while providing exceptional service.
Primary Responsibilities:
- Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
- Facilitate and/or lead team, leadership and cross-functional meetings
- Evolve and effectively lead through change management in a fast-paced environment
- Develop team members by identifying and implementing professional growth planning
- Coach other Managers in new leadership techniques through company provided trainings and professional development
- Articulate, demonstrate, and coach to company standards, member service, accountability, accuracy and sales
- Provide operational, technical, and soft-skill support to Inbound Call Center Representatives both on-site and remote
- Effectively analyze statistics and reporting to identify opportunities and initiate action plans
- Assign and implement strategic sales plans to achieve organizational goals
- Participate in the interview and hiring process, actively partnering with Recruiting
- Assist Workforce Management in maintaining service levels by monitoring queues, forecasting, and coaching teams to call center metrics
Experience and Education Requirement:
- Minimum Education: Bachelor’s degree is preferred
- Minimum 6 years’ experience in a contact center or in the financial services industry, including a minimum of 3 years in a leadership role
- Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals
- Ability to use data and analytic information to gain insights and drive strategic direction
- Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
- Adept at problem-solving, ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
- Ability to influence others and move toward a common vision or goal
- Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
- Ability to partner and effectively collaborate with multiple work groups and manage through frequent change
- Working knowledge of Microsoft Office Suite
- Certification/License: N/A
Location: Hillsboro Corporate Location | Hillsboro, OR 97124 (FULL TIME ON-SITE)
Schedule: 40 hours per week Monday-Friday; various shifts available starting at 6:00am and ending at 6:30pm to support a work/life balance
Target Compensation in Hillsboro, OR: $77,000 - $85,000 annually quarterly incentive
Target Compensation in Hillsboro, OR: $77,000 - $85,000 annually quarterly incentive
Benefits options include
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
Salary : $77,000 - $85,000
