Contact Center Manager - Liberty First Credit Union

General Summary

Supervise daily operations and contact center staff to provide high quality, positive member interaction through multiple channels (telephone, web, chat, email, mail, and inter office staff) within a contact center environment.  Responsible for the development of the team to ensure the best membership experience, from start to finish, and proactively seek out ways to improve the member experience.

Essential Functions

• Manage daily operations and contact center staff to ensure staff are fully trained, well-organized, productive, efficient, and effective. Motivate staff with hands-on leadership.
• Provide and demonstrate excellent member service and communication skills to ensure key Credit Union performance goals are met or exceeded.
• Responsible for ensuring high-quality contact with membership from start to finish, while actively seeking ways to improve Contact Center processes and results.   
• Routinely monitor calls for quality and training purposes.  Monitor progress towards objectives specific to certain sales, service, and lending objectives.  Provide consistent and routine feedback on recommendations for improvement.
• Train and coach contact center representatives to achieve high member satisfaction, while complying with Credit Union objectives, service standards, and policies/procedures. Ensure continued training and development of staff by balancing workloads and needs of the membership.  Work directly with the Training Department for all training needs, including a smooth transition for on-boarding and training of new department associates.
• Manage the scheduling/work rotations of Contact Center staff, including working with various departments and managers for support needs.  Manage workload through strong decision-making and effective time management skills. 
• Establish and conduct coaching sessions and performance evaluations for Contact Center associates.  Provide a positive and supportive work experience, while maintaining efficiency. 
• Work cohesively with other managers regarding member calls, issues, teller development, etc. to ensure a team approach is taken.  Build relationships with Credit Union associates to inspire team members to seek opportunities and long-term career success at the Credit Union.
• Be a champion of Credit Union service expectations and core values.
• Perform backup duties for Contact Center Representatives if needed.
• Maintain knowledge of all features, benefits, services, products, regulations, technology, and contact management systems.  Actively support the sales and service culture. 
• Take on new initiatives and embrace change by being flexible and adaptable.

Job Requirements

• Contact center/call center/chat/web support experience required.
• One year of previous supervisory experience is preferred.
• Two years of previous banking/finance experience preferred. 
• Demonstrated professional, well-developed interpersonal, organizational, communication skills with sales and service ability to promote products/services necessary for servicing credit union members; project a positive attitude/image as a representative in relationship to all credit union activities and goals. 
• Technology proficiency and the ability to multi-task and be detailed oriented are essential.  
• Proven analytic and critical thinking skills along with demonstrated management, organizational and time-management skills.
• Ability to handle multiple projects and deadlines.   
• Problem solving skills requiring judgment and ability to apply broader aspects of established practice to situations which go beyond clear, concise guidelines.  

Disclaimer

The above information on this description has been designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of associates assigned to this job.