Contact Center Manager – Member Sales and Service

A US credit union is seeking a Contact Center Manager for Member Sales and Service to provide leadership, daily supervision, and coaching to Member Sales and Service Center staff.

Location: Reno, NV

This position is responsible for superior levels of member service, sales goal achievement, and department efficiency. The role includes implementation of strategic initiatives to align with organizational values and industry trends, with the direction and support of MSC Director. Responsibilities encompass daily coaching and mentoring, problem resolution, process improvement, and exercising sound judgment. The position supports the sales and service culture to enhance the member experience and provides oversight, continuous improvement, and management of the MSC Contact Center as a Solution (CCaaS) platform suite, including but not limited to Quality Management, Workforce Management, Trend Analytics, and Artificial Intelligence as it relates to agent and member experience.

Essential Functions

Responsible for ensuring team success of the Member Sales and Service Center sales goals, achieving superior member service through multiple channels, and ensuring high performance standards of direct reports. Responsible for staff's ability to ensure member satisfaction through regular coaching and training of MSC staff, improving sales performance, service skills, product knowledge, and policy/procedure competencies. Time: 40%

Responsible for all necessary daily functions as needed, including but not limited to monitoring agent availability, resolving member escalations, maintaining wait times and abandonment rates within SLA. Responsible for hiring and onboarding of MSAs and completion of annual performance appraisals. Responsible for design, continuous improvement, and management of MSC technology suite, including but not limited to CCaaS solution. Responsible for conducting on the job training and ensuring successful onboarding and retention of MSC staff members. Time: 40%

Responsible for resolving escalated member calls and complex member problems and/or system issues while ensuring a high level of quality service and member satisfaction. Time: 10%

Lead or actively participate in MSC specific or enterprise wide projects to improve processes and gain efficiencies. Work jointly with other credit union stakeholders to implement time and procedural efficiencies. Responsible for stretch assignments, participation in project teams, and other duties as assigned. Time: 10%

Education

Bachelor's degree in business, finance, or related field or two years of related work experience required.

Experience

In addition to the education requirement, 3 to 5 years of proven managerial experience or equivalent work experience desired and/or 3 to 5 years of Contact Center as a solution technical experience. Prior financial institution including lending experience desired. NMLS registration required.

Knowledge, Skills and Abilities

Excellent listening skills
Excellent communication skills
Excellent problem solving skills
Leadership skills in team development
Working knowledge of quality service components
Ability and willingness to adapt to change
Ability to maintain confidentiality
Ability to develop and implement effective policies and procedures

Required Competencies

Demonstrates Courage
Drive for Results
Customer Focus
Integrity and Trust
Self Development
Business Acumen
Innovation Management
Developing Direct Reports and Others
Managing Through Systems
Organizational Agility
Building Effective Teams
Problem Solving

Mental Requirements

Ability to analyze and evaluate information
Ability to use good judgment and make sound decisions quickly
Ability to work and reason under pressure
Ability to train and evaluate results
Ability to prioritize in a multi task environment
Ability to maintain a positive attitude and professional image
Ability to interpret lending guidelines and regulations
Demonstrated understanding of guidelines necessary to generate consumer loans
Capable of creatively implementing new products and motivating staff
Proven problem solving abilities

Physical Demands

Work involves standing and walking for brief periods of time, but most work is done from a seated position. There is potential for eyestrain from reading detailed printouts and computer screens. Deadlines, workloads, and pressure to achieve goals may cause increased stress levels.

Working Conditions

Internal: Work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc.). No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines, Board, and committee meetings.

External: Periodic overnight travel may be required.

EOE/Vets/Disability

Compensation: DOE