Call Center Manager (Member Experience Manager) - SkyOne Federal Credit Union

We are currently seeking an experienced and motivated Member Experience Manager to lead our call center team. The Member Experience Manager will be responsible for overseeing day-to-day operations, ensuring exceptional service delivery, and driving performance to exceed key metrics and targets. The ideal candidate will have a strong background in call center operations, experience managing a digital member experience team, a deep understanding of credit union products and services, and the ability to motivate and develop a high-performing team.

Call center hours:

Monday to Friday 7:00 AM - 5:00 PM PST

Saturday 9:00 AM - 2:00 PM PST

Responsibilities:

• Lead and manage a team of call center representatives and an online chat team, including hiring, training, coaching, and performance management.
• Develop and implement strategies to optimize call center performance, including setting and achieving key performance indicators (KPIs) related to member satisfaction, call resolution, and service levels.
• Monitor and analyze call center and digital chat metrics and KPIs, such as call volume, response times, member satisfaction, and first-call resolution rates.
• Identify areas for improvement and implement solutions to enhance service quality and member experience.
• Handle escalated member inquiries and complaints, resolving issues promptly and effectively.
• Stay informed about industry trends, regulatory requirements, and best practices in call center and digital member service credit union operations.

Requirements:

• Minimum of 2 years of experience in call center and online chat team management, preferably in the credit union or banking industry.
• Strong knowledge and understanding of credit union products, services, and industry regulations.
• Excellent leadership and team-building skills, with a proven ability to motivate and inspire others to achieve goals.
• Exceptional communication and interpersonal skills, with the ability to interact effectively with members, employees, and senior management.
• Proficiency in call center and digital channel technology and software.
• Strong analytical and problem-solving abilities, with a focus on continuous improvement and innovation.

Why SkyOne is a great place to work

We understand that it's our employees that make us great, and we treat them as our greatest asset, with comprehensive and competitive compensation and benefits package that includes:

• Health, dental, and vision plans to take care of you and your family's healthcare needs.
• 401(k) plan to help you plan for retirement.
• Life insurance to protect your loved ones in case of the unexpected.
• An Education Reimbursement Program to help you achieve your personal development goals.
• A generous Paid Time Off (PTO) Plan because you deserve a vacation for your hard work!
• Paid holidays so you can celebrate our nation's holidays just as our members would.
• An Employee Financial Benefits Program designed to improve your financial life and prepare you to meet the needs of our members more effectively.

If you share these values and are looking for a place to build a long-term, meaningful career, we're the right place for you. Simply click on the link to apply online.

We are proud to be an Equal Opportunity Employer.