MRCC Manager (Contact Center Branch Manager)

At Blue, we discover pathway to realize your possibilities! Our MRCC Manager is responsible for developing all center objectives, managing daily/monthly planning, and execution of all Contact Center member development and operations. This position is focused on improving performance, processes, and experience for our member base, and will provide guidance to credit union initiatives to further grow and develop our base. Emphasis is on member experience, quality management, workforce planning, and compliance. This position demonstrates a commitment to excellence through continuous staff development enhancing employee engagement, service skills, knowledge base and morale.

 

Major Duties and Responsibilities

• Demonstrating strong leadership skills with oversight, development and management of business tactics to elevate the performance and engagement of our member base. Compliance standards must be met, while building quality member relationships, with member forward initiatives.
• Improves MRCC business operations by monitoring system performance; proactive in problem resolution; adept at building short term business plans to create higher quality member engagement positively influencing the member experience. Analyze real time and historical data of the MRCC identifying improvement plans in processes, service levels, member responsiveness, and performance. Lead and support member experience innovations and continuous process improvement through quality best practices and fostering a culture of excellence.
• Responsible for the development of a learning environment, highly collaborative with an engaged workforce. Promoting, inspiring and leading a people first culture, demonstrating a high-level commitment to succession planning, performance development, and recruiting. Creating recognition programs and connecting opportunities to show value in our teams.
• Anticipates member needs and expectations, designing responsive and proactive programs to connect the member experience through various channels promoting consistency, empowering employee involvement, and monitoring core business metrics.
• Fostering the MRCC culture to meet engagement expectations and developing an environment where team members feel motivated to find pathways to possibilities for themselves and members.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Knowledge and Skills

Experience

Three to five years of relevant experience, including experience in contact center operations, support and workforce planning. One to three years' experience coaching, motivating and leading a team. Technical literacy and competency across multiple platforms. Strong interpersonal skills.

Education/Certifications/Licenses

A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours. College degree preferred.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Ability to exercise judgment, employ initiative, implement programs, and guide/lead others towards work goals. Demonstrated effective planning, organization, and problem-solving skills. Demonstrated ability to communicate effectively, orally and in writing, and interpret complex oral and written instructions. Demonstrated skills in managing multiple priorities. Skill in resolving member problems and developing/maintaining community relations. Experience with member/customer service operations to include understanding of effective member service philosophy. Requires intermediate mathematical skills (calculations and concepts involving decimals, percentages, fractions, etc.).

FULL TIME POSITION

Starting Range: $61,599.88 - $69,021.55

Full Range: $59,373.38 - $89,060.07

 

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descend