Call Center Manager

Summary:

The Call Center Manager is responsible for the daily operation and personnel management of the Call Center. Responsible for measurement, tracking and attainment of established performance expectations. Responsible for the hiring process for new Call Center staff. Coaches and trains Call Center staff to meet performance expectations. Performs staff counseling, as necessary. Serves as a resource for escalated telephone calls, participates in the answering of calls in the queue when warranted. Management oversight of the 3rd party call center.

Essential Functions & Responsibilities:

• Manages the call center staff by performing the following:
  • Hiring, coaching, developing, motivating and disciplining department personnel.
  • Administers performance evaluations and recommends appropriate personnel actions.
  • Reviews timesheets and daily attendance of Call Center employees.
  • Oversees the functions of the Call Center, ensuring member satisfaction, achievement of goals, and adherence to applicable laws, regulations, and Credit Union policies and procedures.
  • Completes weekly schedules, monitors the work of call center representatives and holds monthly coaching and communication of department and personal metrics.
• Administers 3rd party call center communications, reports and escalations to ensure that members’ needs are being met in a timely manner and issues are addressed immediately with account executive.
  • Communicates internal issues that may have an impact on the vendor timely and accurately.
  • Ensures that call center lead is completing tasks pertaining to the 3rd party call center timely, accurately and communicates any issues to vendor and/or management.
• Prepares daily, weekly, monthly, quarterly, and/or annual reports to appropriately interpret and affect call center efficiency and ensures that metrics are met at both the individual and department level.
  • Evaluates Call Center Representatives inbound/outbound interactions with members and potential members and scores according to the call model.
  • Communicates these metrics to staff no less than monthly or more frequently if necessary.
• Provides a superior member experience by actively listening and assessing the needs of the member and offering targeted solutions to these needs.
  • Actively cross-sells and provides product guidance to members and potential members.
• Assists team members with escalated telephone calls, answers questions about products and/or services.
  • resolves problems within their authority and refers problems that are beyond their authority to the next level supervisor with their recommendations.
• Performs other job-related duties as assigned.

Performance Measurements:

• Ensure the department processes member transactions with zero unresolved errors.
• Monitors call center representative response to members to identify training, coaching, development, or corrective action. Note observations of employee performance. Give and receive feedback from employee on the same each month, completing performance reviews within the prescribed timeframe.
• Provides training, development, support and leadership to maintain a cohesive, highly trained, motivated staff sufficient to meet daily department demands.
• Proactively promote cross sales culture within the department, both by example and training employees to identify the opportunities ensuring direct reports achieve their individual goals.
• Provide informed, prompt, professional and accurate service and support to all members and associates.
• Develops and maintains proficient knowledge of all products and financial services offered by the credit union. Consistently and effectively counsels members regarding credit union offerings, successfully placing products, services, refinancing competitor loans, etc.
• Completes all required compliance/operations training and abide by credit union and governmental rules and regulations.
• Quantity of work: Call Center reps are expected to keep the Abandoned Rate at 8% or less, with a service level of 80% or higher. Quality of work: maintain 90% or higher accuracy rate for audits performed.

Knowledge and Skills:

• Experience
  • Two years to five years of Call Center and management experience.
  • Two years to five years of management experience.
• Education
  • Graduation from an accredited senior high school or equivalent or GED
• Skills
  • A significant level of trust and 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 may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.
  • Must have effective communication skills.
  • Knowledge retention; attention to detail; organization; flexibility; friendly; calm under pressure; speed; creativity; multi-tasking. 10-key calculator, typewriter, and keyboard skills.

Physical Requirements:

• Constantly repeating motions that may include the wrists, hands and/or fingers. This includes but may not be limited to keyboarding, writing, and filing.
• Constantly remaining in a stationary position, often sitting for prolonged periods.
• Occasionally adjusting or moving objects up to 75 pounds for various needs.
• The person in this position constantly communicates in person and in writing with members, managers, and colleagues. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range to assess the accuracy, neatness, and thoroughness of the work assigned.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.