Contact Center Manager, Full Time, Alpena

Contact Center Manager The Contact Center Manager position requires an experienced professional to oversee daily operations while ensuring exceptional member service and meeting credit union goals. This leadership role combines team development, workflow management, and complex problem-solving skills. The Call Center Manager should demonstrate extensive knowledge of credit union operations and Microsoft Office products, while maintaining strong communication skills and a professional approach to member service. The Contact Center Manager is responsible for training staff on the company's service promises, which include treating members with respect, safeguarding financial information, and providing solutions to improve members' financial lives.
Key Responsibilities: Include conducting monthly performance reviews, maintaining quality service standards, and ensuring the department meets sales and service goals. The role requires someone who thrives in a stable office environment, can build lasting relationships, and demonstrates enthusiasm for the credit union's core values and long-term objectives.
Qualifications Required: The successful Contact Center Manager must have an associate's degree in business management or equivalent experience, plus obtain a State of Michigan Credit Insurance Producer License within 12 months of being employed with Northland.
Qualifications Desired: The ideal candidate should have four or more years of experience in contact centers/call centers, credit unions, or financial institutions.
Northland Area FCU is an Equal Opportunity Employer