Job Description

Manager – Contact Center

Job Classification: Full time

FLSA Status: Exempt

Department: Contact Center

Reports To: Director of Member Services & Product Solutions

Job Overview

The Contact Center Manager is responsible for providing strong leadership to the contact center to achieve growth and member satisfaction. Responsible for processes, procedures, policies, and relationships as they relate to member service delivery within the contact center. Accountable for maximizing revenues, sales, member satisfaction, and minimizing operational losses as well as deepening existing relationships and minimizing member attrition. The position utilizes product knowledge, digital solutions, and personnel management skills to maximize the performance of the department and its employees.

Major Tasks, Responsibilities and Key Accountabilities

Manage the contact center team to maximize productivity, efficiency, and the potential of the human assets of the company, including hiring, directing job assignments, monitoring staff performance, coaching, counseling, training, and ensuring compliance with applicable policies, procedures, and work rules.
Provides exceptional service, makes sound decisions, and achieves member satisfaction through coaching, role modeling, and staff accountability.
Troubleshoots and resolves internal and external inquiries. Report and communicate technical issues and problems to the IT department. Communicate other issues brought to the attention of the Contact Center to management, branches, and other departments as necessary and appropriate.
Prepare month-end management reports to apprise executive management of Contact Center performance. (SLA, ITMs, Chats, ithrive, bill pay, etc). Provides employees with regular sales tracking reports, coaching, and feedback to help them attain sales and service objectives.

Ensures members' requests and questions are promptly resolved. Handles members' complaints. Ensures members are informed of CU services and policies. Counsel members regarding their financial needs and services requested.

Ensures Contact Center achieves assigned production goals. Develops and manages elements of a culture that encourages and supports growth and performance.
Demonstrates a work style that is consistent with BHCCU’s values and takes personal responsibility for own learning and development to support those values for the team’s overall success.
Maintains up to date knowledge and adheres to all regulations, policies, procedures, and standards that pertain to the position.
Performs other duties as assigned.

Major Skills and Competencies

Must possess strong interpersonal skills, a positive attitude, maturity, and good judgment.
Must have the ability to identify member opportunities for financial improvement, communicate recommendations, and provide support.
Extensive knowledge of electronic financial services and the digital banking platform.
Must have the ability to support the member advisor role.
Extensive knowledge of depository account and loan products and services.
Must have knowledge of back-office processes.
Must demonstrate the ability to analyze and resolve situations independently and in a timely manner.
Must possess exceptional leadership skills, including the ability to train and coach staff within the department.
Must possess exceptional verbal and written communication skills.
Ability to manage multiple priorities, effectively delegate, and set deadlines.
Must have reliable attendance and project a professional image.

Physical Job Requirements

Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds). Other requirements:

Ability to communicate with a diverse membership and employee group.
Ability to accomplish the described responsibilities through the use of computers and technology.
Ability to sit and/or stand for extended periods of time.
Ability to work in a changing, challenging, and fast paced work environment.
Ability to manage variable stress levels.
Ability to occasionally travel for business.

Environmental Job Requirements

The position is typically performed in a comfortable, quiet, indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.

Minimum Qualifications

Pass the pre-employment drug test and background check.
Bachelor’s Degree or an equivalent level of knowledge, skills, and abilities typically acquired through work experience.
Must be at least 18 years of age.
2-5 years of previous call center experience, or equivalent experience serving customers.

Preferred Qualifications

Experience in the management of employees and the administration of basic Human Resource functions.
Knowledge of banking and/or credit union regulations.
Previous experience recommending products and plans to improve a customer’s financial position.

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