Contact Center Manager

The primary role of this position is for the oversite of the Contact Center staff for providing members with
products and services that translate into a positive impact on our members' financial well-being. To accomplish
this role must deliver consistent, high level quality service and support to both internal and external members.
Key components are to direct the daily operations of the Contact Center, ensuring the department meets
organizational, financial, operational, service and growth plans. Ensures members, potential members and
vendors receive timely, courteous, and accurate service from Contact Center staff. This role is responsible for
maintaining compliance with all required regulations and policies, including, but not limited to, Bank Secrecy
Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures, and regulations.

Essential Functions & Responsibilities: 

• Oversees daily operations of the Contact Center and supervises department staff. Directs,
  develops, coaches, motivates, and disciplines personnel to ensure high performance. Conducts
  monthly, semi-annual, and annual performance evaluations for direct reports. Participates in
  the hiring and onboarding processes for Contact Center staff. Serves as a backup for all
  departmental positions to maintain workflow continuity.


• Resolves escalated member issues and provides support to staff in complex problem-solving.
  Conducts Quality Assurance (QA) call evaluations to identify performance trends and training
  needs. Facilitates and/or coordinates training sessions for the Contact Center team. Oversees
  and evaluates department procedures and workflows, identifying opportunities for process
  improvement. Leads implementation of new tools and resources in the centralized knowledge
  center. Monitors department profitability and contributes to budget development and strategic
  planning initiatives.


• Collaborates with member service leadership to identify and correct points of failure, improve
  operational processes, and enhance overall service quality. Drives enhancements to member
  contact points managed by the Contact Center. Prepares, analyzes, and submits department related
  reports to inform decision-making.


• Motivates and guides Contact Center staff to achieve financial, operational, service, and sales
  growth objectives. Analyzes performance trends within the department and adjusts strategies
  to meet or exceed established goals.

Desired candidate will 

• Achieve or exceed department goals related to sales performance and financial objectives.


• Ensure all member service activities are conducted in compliance with established policies,
  procedures, and regulatory requirements.


• Maintain a cohesive, well-trained, and motivated team capable of meeting daily operational demands.


• Ensure alignment with company culture and maintain compliance with internal and external service
  standards.


• Provide friendly, professional, and accurate service and support to all members, vendors, and
  associates.


• Have a high school diploma or GED
  


• Have basic knowledge of Word, Excel and Outlook


• Due to the fiduciary nature of this position, candidates must meet background and credit review standards consistent with regulatory requirements.


• Bilingual a plus.

Employee Benefits

• Health Insurance 


• Dental Insurance


• Vision Insurance
  


• Paid Time Off 


• Performance incentives


• Retirement plan


• Company paid LTD, STD, and Life Insurance


• Professional Development opportunities


• Wellness Benefit with tax savings


• Stay Pay

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.