Contact Center Manager

JOB DESCRIPTION

Job Title:

Manager

Grade:

Reports To:

AVP/Retail Operations

Salary:

Department:

Contact Center

FLSA Classification:

Exempt

Job Class:

Management

EEO Job Category:

First/Mid Level

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Manage all aspects of the Contact Center operations and staff, including department goals, procedures, quality of Member experience across all contact channels, coaching and corrective actions. This position plans, directs, supervises, and evaluates workflow for the Contact Center, coordinates work activities to achieve the organizational results based on volume and financial impact, provides process-specific feedback and training to Member service efforts throughout the department, recommends operational improvements, monitors the performance of staff according to established standards and conducts performance evaluations, training and coaching of the staff. Communicates effectively with Members, designated service providers, and colleagues at all levels to provide exceptional service.

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• Positive team leader responsible for ensuring all Contact Center Member Experience Representatives (CCMER) are providing an exceptional Member experience through observations, coaching, reviewing department activity reports and monitoring team contacts with Members across multiple channels.
• Facilitate Membership growth and deepening of relationships with new and existing Members by motivating and coaching department CCMR staff through identifying Member’s needs and advising Members about Island Federal products and services.
• Address any deficiencies in quality of Member Experience through analyzing and evaluating processes around calls, chats, emails, video calls and any other Member contact channels.
• Work with management, leads, CCMER staff, training, and other partners in the CCMER staff to identify training needs, situations requiring changes in procedures, business initiatives and technologies that could enhance Member experience.
• Knowledgeable on all of Island’s products, services, processes, as well as industry standards
• Ensure department CCMER staff adheres to all of Island’s policies, compliance requirements, and security measures. Including all security and compliance guidelines, audit requirements and security procedures.
• Supervise CCMER staff to ensure that all Member phone calls, chats, emails and correspondence are responded to and resolved within quality guidelines.
• Conduct ongoing quality reviews of Member inquiries/requests from all interaction channels to ensure the level of service rendered is within Island Federal standards and quality guidelines.
• Ensure CCMER staff utilizes the Island Federal sales and service model to provide a memorable Member experience at each and every touch point.
• Ensure CCMER staff utilizes the Island Federal sales and service model to deepen connections with Members to better understand their needs by asking effective questions and building relationships.
• Ensure CCMER staff utilizes the Island Federal sales and service model to become a trusted advisor to Members by presenting the features and benefits of Island Federal’s products and services that will best satisfy their current and future needs.
• Apply the Island Federal service model to ensure that Members’ concerns, problems, and complaints are responded to and resolved immediately in a fair and positive fashion, resulting in the recovery of Member satisfaction and continued Member loyalty.
• Monitor sales results and execute monthly coaching sessions with CCMER staff to satisfy Member needs, develop sales skills, and meet established targets.
• Develop, train, coach, evaluate, and motivate CCMER staff to maximize performance and foster a service and sales culture of excellence; ensure high quality sales and service and thorough Member interactions in accordance with Island Federal s BEST principles and sales and service model.
• Assist staff in resolving complex Member requests and complaints within a timely manner.
• Demonstrate resourcefulness in determining solutions for Member complaints.
• Conduct ongoing research of Member interaction issues to promote first-call resolution.
• Provide Member information and assistance to other departments to resolve Member inquiries.
• Directs daily operation of the Contact Center, ensuring compliance with Credit Union policies and procedures, and all applicable state and federal government regulations.
• Performs duties relating to staff development such as performance evaluations, training, and coaching employees. Sets service goals and metrics for direct reports.
• Develops and analyzes management reports for the purpose of ensuring all service and quality goals are met. Compiles data and generates accurate, reliable reporting for Management including senior management, banking regulators, and auditors.
• Serves as a subject matter expert and escalation point for staff and Members regarding all Member service inquiries and requests.
• Promotes and maintains a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with Members, co-workers, management, and vendors.
• Keep abreast of industry developments including, but not limited to changes in regulations and technology.
• Perform additional duties as required, and report to other branches as required.

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REQUIREMENTS:

• College degree is strongly preferred, however, will consider qualified candidates with exceptional work experience in managing a contact or call center team in a banking or credit union environment.
• 3-5 years of progressive contact center experience, preferably within a banking/financial institution.
• Willingness to work flexible shifts, including extended hours and weekends to meet department needs.
• Successfully complete all training requirements.
• Complete NMLS Registration within 60 days

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COMPENTENCIES:

• Excellent organizational skills.
• Ability to prioritize, pay close attention to detail, and coordinate various activities simultaneously.
• Ability to work independently of supervision.

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