Contact Center Leader I

Are you a leader who thrives in developing and empowering a team through coaching and support? Do you find purpose in driving operational success and ensuring the overall performance and growth of the contact center? Would you find joy in a fast-paced, member focused environment? Members First Credit Union is seeking a Contact Center Leader I in Midland, MI with 3-5 years of experience. Apply today and join us in our mission to encourage a better tomorrow!
We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!

CONTACT CENTER LEADER I

Grade 11/Exempt

Reports to: Vice President Channel Delivery

The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.

Essential Duties

• Foster a positive working environment for employee empowerment through coaching and support.
• Research, Implement, and Plan for the Strategic Development of the department.
• Accomplish strategies by evaluating, recommending, and implementing contact center solutions to meet the dynamic needs of the credit union
• Monitor performance of department through call volume, and call quality.
• Develop additional metrics to ensure that the department is assisting the membership in an effective and efficient manner
• Ensuring a high priority in delivering comprehensive internal and external member support
• Managing daily operations of the contact center.
• Supervising a small team of contact center agents.
• A basic understanding of project management principles, along with participation in projects.
• Handle basic reporting and performance metrics.
• Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1.

Duties and Responsibilities

The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities and skills required of this position. Other duties may be assigned to meet business needs.

• Deliver scorecards that monitor Contact Center performance and progress of strategic goals; present performance findings to management.
• Utilize available data sources (ARCU, Synapsys, Integrator, Contact Center Reports, LSI Reports, etc.) to monitor performance and identify improvement opportunities.
• Lead the continued development of the Contact Center.
• Responsible for being knowledgeable of financial technology innovation, our current member make-up, market potential, and generational segment behaviors to ensure a future-thinking and solid strategy.
• Develop policies, procedures, and standards for contact center services. Conduct periodic reviews of existing policies and procedures to ensure that they are effective and current.
• Accomplish financial objectives by forecasting requirements, assisting in preparing an annual budget, scheduling expenditures, analyzing variances and initiating corrective action
• Provide leadership to the Assistant Contact Center Manager with planning, scheduling, coordinating and evaluating the contact center workflow of the department.
• Provide leadership to the Assistant Contact Center Manager in supervising employees in the department, interviewing potential employees, arranging employee work schedules, maintaining and submitting records on employee hours, and performing employee reviews and disciplinary action.
• Continue to provide education to the contact center on the overall Strategic Plan, Contact Center Strategic Plan, and Trend Analysis of the department and how the team can impact the Credit Union’s goals.
• Conducting quality control on phone calls to verify that staff is using professionalism, accuracy, and efficiency with the membership.
• Coach the Contact Center team members to use effective sales skills and behaviors, offering prospective and existing members products and services that will help to fulfill their financial needs.
• Analyze current contact center member systems, processes, and procedures; offer recommendations that improve the member experience, increase efficiency, or reduce cost.
• Participate in and ensure the success of vendor relations, contact center monitoring, and security of technology and information.
• Collaborate with the Information Technology department to ensure that all Contact Center technology aligns with strategy and integrates efficiently.
• Perform cost/benefit analyses for projects and performance improvement plans.
• Assists with Integration of new products, services, policies, regulation updates, and system upgrades and project deployments. Ensure that team members are confident and up to date on changes in order to be able to effectively service the membership.
• Collaborate with internal compliance/audit department to ensure the contact center is in compliance with all regulations and internal practices consistently.
• Resolve account problems and provide information to members efficiently and professionally while maintaining a high level of confidentiality as needed

General Sales Expectations

• Successfully use effective skills and behaviors that will allow for coaching and leadership support to the contact center team.
• Build relationships with current and new members. Offer products and services that will help to fulfill their financial needs

Community Relations

• Participate with department employees in getting involved in community events at least 4 times per year.
• Maintain involvement in community groups for purposes of developing new business prospects and raising awareness of the credit union.
• Be a visible presence in the local community. Promote the credit union and gain leads through participation in business, community, chamber, and charitable activities as assigned.
• Attend seminars, conferences, and other educational events, if necessary, to enhance knowledge base.

Qualifications and Expectations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.

• Works autonomously
• Ability to motivate and positively influence others
• Obtains cooperation from team members
• Creates a work environment of enablement
• Manages projects successfully from start to finish
• Understands deadlines and does what is necessary to meet them
• Highly organized
• Coordinates a variety of projects and jobs simultaneously
• Produces accurate work results
• Readily keeps others informed through clear verbal and written communication
• Maintains a high level of knowledge of credit union products and services
• Strives to exceed credit union, department, and personal goals
• Maintain confidentiality with sensitive information
• Ability to work overtime, attend meetings, seminars and travel.
• A significant level of trust diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work will involve motivating and influencing others. Outside contacts will be important and fostering sound relationships with other entities (companies and/or individuals) is necessary.
• The position demands professionalism, the occasional need to be persuasive, regular use of good judgment, and to use auditory perception, memory, and reasoning ability to accommodate the needs of both members and staff.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and /or outside the organization generally regarding routine matters for purposes of giving or obtaining information, which may require some discussion
• Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to move or transport up to 25 pounds.
• Able to remain stationary for 2-4 hours at a time.

Work Environment

• Must maintain a neat and orderly work area.
• Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).
• Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.

Education and Experience

• Three to five years similar or related experience
• Minimum high school graduate or equivalent
• Skills in Microsoft Word, Excel, and Outlook

Experience

• 3 - 5 years: Similar or related experience

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)