To support and develop a front-line, customer contact team that executes defined service objectives daily and seamlessly integrates the promotion of product and services into each customer contact.
Must contribute to the design and implementation of Contact Center strategies and tactics in support of the overall objectives of the Credit Union.
The department objective is to provide world-class service while achieving daily, monthly, and annual sales and service objectives.
Essential Functions
Essential Functions
* Responsible for the department's achievement of defined service and productivity metrics on an agent and department level.
* Responsible for the consistent monitoring of agent quality and service standards through regular call recording and monitoring procedures.
The position requires regular contact with agents regarding individual performance and overall department achievement of service and quality standards.
* Manager must assist in the development, implementation and management of all job metrics related to various agent responsibilities including e-mail, in-bound calls, outbound calls and fulfillment responsibilities.
* Responsible for hiring, supervising, training, motivating, and developing staff on an on-going basis.
* Manager serves as liaison between the contact center team and internal departments to ensure agents are familiar with corporate operating procedures and contact center staffing is in sync with issues that affect call volume.
* Responsible to executive management for the regular (daily) reporting of agent productivity and department service levels.
* Responsible for providing leadership to the entire contact center staff and for recognizing team and individual accomplishments
* Makes recommendations and implements changes to improve department and staff performance as needed.
* Performs other duties as assigned.
* Excellent listening and speaking skills.
* Excellent written communication skills.
* Complete required BSA & OFAC training annually.
* Understand and adhere to BSA and OFAC policy and procedures.
QUALIFICATIONS
Education
Education Level
Education Details
Req
Pref
College degree or equivalent work experience
Equivalent work experience will be considered in lieu of degree.
X
Work Experience
Experience
Experience Details
Req
Pref
Banking experience
Financial services experience
X
Knowledge, Skills and Abilities
KSAs
Ability to coach, motivate, and train staff in service and sales environment.
Proficient in all standard desk-top software applications with strong skills in Excel.
Excellent communication skills in all mediums.
Demonstrated excellence in mathematical and organizational skills.
Knowledge of NCUA Rules and Regulations.
Demonstrated excellence in telephone skills in customer service and problem resolution.
M1 Range (min to mid-point) (86,112.00-112,008.00)
Qualifications