What are the responsibilities and job description for the Contact Center Service & Sales Manager position at First Technology Federal Credit Union?

Description

The Manager, Contact Center (CC) Sales & Service manages the day-to-day activities of a fast paced, multifaceted inbound call center, leading a team of Representatives both on site and remote.

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
Develop team members by identifying and implementing professional growth planning
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
Evolve and effectively lead through change management in a fast-paced environment
Facilitate team and leadership meetings which may include partnering with other business units
Implement new leadership techniques through company provided trainings and professional development
Actively participate in cross functional meetings

Experience and Education Requirement :

Minimum Education : Bachelor’s degree is preferred

Minimum 5 years’ experience in a contact center or in the financial services industry, including a minimum of 2 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 : Rocklin, CA 95765 or Hillsboro, OR 97124. The Contact Center team works on-site , but during the COVID pandemic we are adhering to CDC guidelines and taking every precaution to ensure the safety of our employees through social distancing and on-site virtual training.

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 :

Rocklin, CA : $73,000 - $82,000 annually monthly incentive

Hillsboro, OR : $67,000 - $74,000 annually monthly 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)

First Tech is not currently offering Visa sponsorship or transfer for this position

What makes First Tech different? Click here to learn more!

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Salary : $67,000 - $74,000

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Contact Center Service & Sales Manager

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