Contact Center Manager I

Description

Job Title:  CONTACT CENTER MANAGER I

At Premier America Credit Union, our Core Purpose is to serve our members by making it easier to meet today’s needs and reach tomorrow’s dreams. Talented team members succeed in our organization by demonstrating a commitment to our shared values of accountability, friendliness and respect, a passion for delivering great service, giving back to our communities, and pursuing personal growth. Come grow with us and be part of growth and the Premier America family!

Overview: 

We are seeking a dynamic Contact Center Manager I, who is an experienced leader with a track record of building engaged, focused teams and developing high performers. The right candidate will have a sense of urgency, the ability to improve operational efficiency through thoughtful process improvement, and a strong commitment to delivering best in class service. 

· Leadership: You build trust and demonstrate integrity with noticeable congruence between words and actions. You are able to organize and influence others to believe in a vision, while creating a sense of direction. 

· Teamwork: Your leadership style emphasizes the importance of teamwork, while encouraging individuals to learn and grow. You have been recognized for your excellent interpersonal skills and your ability to effectively communicate, build rapport and relate to others. 

· Coach: You guide and motivate the Telephone Service Center staff to promote a culture focused on protecting our members’ assets while delivering best in class service. 

· Judgement: You make exact decisions about business policies, managing risks and ensuring operations are conducted in accordance with internal policies, procedures and legal/regulatory requirements. 

What You Will Do:

• The Contact Center Manager I assumes responsibility for the effective and efficient performance of Contact Center operations
• Ensure team members provide efficient and professional service through training, support, and supervision.
• Manage internal problems and close service gaps.
• Complete administrative tasks for file maintenance, performance feedback and member/department complaints.
• Serve as primary liaison with members, and appropriate internal Credit Union departments. 
• Assist Team Leads in ensuring that operations are conducted in accordance with Credit Union operating procedures and audit guidelines.
• Assist operations team members in identifying member needs and cross sell Credit Union Products and Services.
• Manage the operations team members’ participation in Credit Union marketing and promotions, including training and communications.
• Manage member contact call backs for Net Promoter Score surveys. 
• Work on various projects relating to the continued strategic plan for the Contact Center. 
• Ensure reports and General Ledgers are reviewed and Branch Certifications completed according to procedural guidelines.
• Conduct regular meetings with team members to inform and train. Discuss areas needing improvement and changes in procedures. Participate in weekly meetings with management team members to coordinate activities for the future.
• Assist with determining appropriate staffing levels and scheduling team members.
• Assume responsibility for establishing and maintaining effective, professional business relations with customers when appropriate.

Requirements

What We Are Looking For: 

• High school graduate or equivalent.
• Two to five years of related operations experience and/or call center supervisory experience required.
• Thorough knowledge of Credit Union services and products.
• Understanding of call center functions.
• Excellent communication and public relations skills.
• Excellent supervisory and training abilities.
• Ability to work well under pressure.
• Ability to use a computer and related software applications including Microsoft Word or Excel.
• Excellent writing skills.

Key words: banking, credit union, call center manager 

Premier America Credit Union will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance.

Equal Opportunity Employer – Veterans / Disabled

Drug-free Workplace

Pay Grade Info:

To provide greater transparency to candidates, we share base pay ranges for all our job postings regardless of State.  We set standard pay r