Contact Center Manager

As the Contact Center Manager, the primary responsibility is to collaborate with the Contact Center Supervisors to ensure that, using a consultative approach, members receive exceptional service in a friendly, professional, and timely manner. The Contact Center Manager will monitor, develop and implement performance standards and metrics for each team member, working closely with them to ensure they achieve their goals. Additionally, the Contact Center Manager will oversee the daily operations of the Contact Center, ensuring smooth and efficient functioning.

Essential Responsibilities:

• Lead the Contact Center, including Supervisors and Member Service Representatives
• Lead by example using the consultative conversation process to identify and meet members' financial needs
• Champion exceptional member experience standards at all levels
• Lead members through various channels: telephone, Interactive Teller Machines, chat, video, and in-branch
• Oversee and direct all sales and referral activities within the team using a consultative approach
• Acquire detailed product knowledge and excellent service and sales skills.
• Coach staff on referrals, operational excellence, and member experience.
• Coordinate with other departments for member services, responses, research, and resolutions
• Utilize strong analytical skills to evaluate service requests and resolve complex problems
• Demonstrate the ability to work within and develop a team environment
• Evaluate direct reports and provide regular sales and performance coaching
• Support HR functions and make strategic decisions, including performance appraisals, training, managing a diverse workforce, and enforcing policies
• Assume responsibility for all areas of the Contact Center: sales, service, and operations
• Performs other duties as assigned
  
  
  

Education & Experience:

• High School Diploma/GED required
• Minimum of 5 years of experience in a contact center management role within the financial services industry
• Experience in contact center software and CRM systems
  
  
  

Knowledge, Skills & Abilities:

• Must understand and comply with all required federal and state regulations associated with this position
• Must be able to speak and understand fluent English
• Must always demonstrate a positive attitude and professional demeanor
• Must be a highly effective communicator, coach, and multi-tasker with strong time-management and organizational skills
• Ability to analyze data and make informed decisions
  
  
  

At GECU, we want to support your wellbeing by offering a wide range of benefits:

• Health, Dental and Vision insurance
• Life and Disability insurance options
• Paid Time Off starts accruing once hired and take your birthday off - paid
• 401k Retirement plan with up to a 10% match of your base gross compensation
• Tuition reimbursement opportunities & professional development
• Volunteer opportunities -and earn additional PTO hours!
• On-site clinics for Vaccines and Mammograms
  
  
  

And many more!

Come join GECU as we are a curated culture of respect, understanding, and mutual recognition. We believe forming bonds and connecting with each other only stands to strengthen the service we provide to our members in our mission of improving the Quality of Financial lives!

General Electric Credit Union is an Equal Opportunity Empl oyer