Call Center Manager

Description

ILWU Federal Credit Union is a growing financial institution founded in 1954. We serve Members of the International Longshore and Warehouse Workers Union and their families within California, Hawaii and Alaska. We currently operate branches in Wilmington, San Pedro, Long Beach, Oakland, San Francisco and Hawaii. 

This position is responsible for leading a team to ensure a consistent, high level of service to the membership.  As a leader, the Call Center Manager develops team objectives, trains to provide exceptional service, and coaches to achieve desired results.  This role valuates and establishes a varied staffing model for adequate coverage, utilizes Key Performance Indicators (KPIs) to measure department strengths and weaknesses, and support the corporate and department objectives through consistent team and member interactions.  The Manager will abide by and maintain knowledge of Credit Union policies and procedures to protect member accounts and Credit Union assets.

The Call Center Manager will be located at our Headquarters office in the Bixby Knolls area of Long Beach, California and includes full benefits for you and your dependents paid for by the Credit Union as well as a generous 401k match.  Schedule for this position is Monday through Friday 9:35am-6:05pm.  

Please review the below minimum job qualifications to ensure you meet the role requirements before applying.  Only those whose resumes detail the required experience will be considered.

ESSENTIAL RESPONSIBILITIES & DUTIES

Management

• Supports the direction and strategic plan of the Credit Union.
• Manages all call center operations, including hiring, scheduling for efficient workflow, proper coverage, and high service levels.
• Manages the branch staff responsible for supporting the Call Center, sets expectations, addresses challenges, and shares best practices for the Branch Managers to support the Call Center member experience.
• Responsible for promoting, achieving and maintaining sales and service culture determined by member needs and the Credit Union’s strategic plan.
• Establishes, monitors, and reports on Key Performance Indicators (KPIs) including abandonment rate, average speed to answer, average handle-time, and first call resolution.
• Collaborate with senior management to set benchmarks that align with established KPIs
• Trains, monitors, and coaches Call Center team members to effectively handle member requests, while identifying needs and offering credit union products and services as solutions.
• Evaluates employee performance and develops each team member by identifying learning opportunities, and appropriately coaching and training team members to excellent member service.
• Handles escalated member calls effectively and professionally.
• Designs and implements systems, workflows, and procedures for improving service quality and operational efficiencies.
• Plans, organizes, and manages cost effective department activities.
• Fosters teamwork throughout the organization with internal team members.
• Creates, reviews, and updates departmental policies and procedures for compliance, service quality and operational efficiencies.
• Perform specific and delegated duties as assigned. 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

Compliance and Internal Controls

• Ensures Credit Union compliance with all federal and state regulations and incorporates these compliance requirements into departmental policy and procedures which include, but are not limited to Privacy Act, Telephone Consumer Protection Act (TCPA), Office of Foreign Assets Control (OFAC), Bank Secrecy Act (BSA), Reg. CC, and Patriot Act. 
• Ensures the internal controls are adequately implemented to limit exposure to fraud and mitigate financial losses.  
• Authorizes exceptions to normal policy or procedure when warranted. 

Other Responsibilities

• Maintains a high-level of knowledge and procedural expertise in all credit union products and services. 
• Serves as a point of escalation, handling employee and member requests, concerns, and complaints promptly and professionally.  Keeps management informed all department operations.
• Manages Call Center vendor relationships.
• Troubleshoots and resolves Call Center software and hardware issues.
• Participates in and attends management meetings and training sessions, establishes one-on-one team meetings, and stays abreast of credit union and industry practices/standards.

Qualifications

Minimum Qualifications

1. A minimum of 4 years-experience in a call center as a lead, supervisor, manager, or combination supervising a team. Please be sure your resume details this experience or you will not be considered.
2. Demonstrates an in-depth knowledge of credit union products and services (past experience in the banking/credit union industry required).  Please be sure your resume details this experience or you will not be considered.
3. Requires a high school diploma, equivalent or bachelor’s degree a plus.
4. Excellent written, verbal, and interpersonal communication skills.
5. Strong analytical and problem-solving skills.  Ability to generate and analyze research data, establish facts, and draw valid conclusions.
6. Experienced in coaching, mentoring, and training.
7. Self-motivated and self-directed.  Ability to work independently and assume accountability for area of responsibility.
8. Excellent organization and time management skills and the ability to handle multiple projects.
9. Ability to maintain accuracy, a high degree of attention to detail to meet required deadlines.
10. Follow compliance rules and regulations to protect member privacy and confidentiality guidelines.
11. Proficient in MS Office: Word, Excel, Windows, and Outlook; and Internet, with ability to adapt to new technology.
12. Ability to maintain strict confidentiality surrounding Credit Union records and data.
13. Willingness to work flexible hours and travel if necessary.
14. Must be able to pass background, credit history and bondability checks.

Work Environment

Most work is performed in an air-conditioned and heated office environment with exposure to basic office equipment and typical moderate office noise.

Physical Demands

The physical demands listed and charted here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

On-the-job time spent in the following physical activities.

Required weight be to be lifted or force to be exerted while performing job.

ILWU Federal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Salary : $75,462 - $135,877