Contact Center Manager

5 - 7 years experience  • 

Salary depends on experience
Posted on 03/20/18
5 - 7 years experience
Salary depends on experience
Posted on 03/20/18

Contact Center Manager:

The basic function of this position is to manage and assume full responsibility for the performance of a Consumer Services Contact Center Group providing support for Credit, Debit, Bill Pay, Branch Services and Lending. This includes maintaining adequate staffing, meeting budgetary requirements, ongoing analysis and implementation of action plans to limit employee attrition, maintain quality and meet service levels.  The incumbent must also ensure that staff complies with all standards, policies and procedures as defined for the group.  Additionally, the incumbent is required to interact and foster positive relationships with 3rd party clients, as well as, internal and external customers to the business.  Cross-train on all products to maintain a high level of proficiency in all Segments.

  • Be able to assume a leadership role in providing any of these services. 
  • Analyze operations and make recommendations to increase effectiveness, productivity, and quality of service on an ongoing basis. 
  • Work with Knowledge Management to provide timely, high quality training through a variety of channels to new and existing employees and recommend, plan, and administer motivational programs for staff. If training resources are limited, be able to conduct new hire and refresher training to meet the needs of the business. 
  • Handle complex service issues with cardholders, financial institutions, external clients and regions; respond to written and verbal customer complaints as needed.
  • Visit clients to determine servicing requirements, establish procedures, work through difficult issues and nurture relationships as required by the business. 
  • Review and analyze all statistical reports; review problem logs and down times; assist/support Workforce Management to achieve service level goals, review and recommend revisions to department operational standards to improve efficiency and enhance service.
  • Develop and utilize improved scheduling techniques to ensure minimal staffing while providing service at or above standard. 
  • Work with IT to ensure the integrity of all systems utilized in the Contact Center across all Segments including IVR, CTI, and various Nortel products and continually improve the functionality of the CallPro system. 
  • Recommend and implement techniques encouraging inter-departmental and intra-departmental teamwork. Conduct routine department meetings to ensure that staff is informed of department and company issues, and to maintain positive department morale. 
  • Participate in the budget planning process and meet budgetary requirements throughout the fiscal year. 
  • Serve as backup to Contact Center Director in his/her absence.

Our corporate value statements represent PSCU's commitment to providing the highest quality service to our member-owners. By practicing these values, we continue to meet the challenge of being a leading service provider in the credit union industry.

•Service Excellence - Exceeding expectations in every interaction.

•Passion - Boundless enthusiasm to be THE best.

•Leadership - Engaging, influencing, and inspiring others to accomplish our mission.

•Trust - Keeping the promises you make to others, and to yourself.

•Innovation - The relentless pursuit of better ways.

SUPERVISORY RESPONSIBILITIES

•Provide direction and leadership to staff guide and coach staff in the completion of their day-to-day responsibilities and ensure that those established policies and procedures are followed.

•Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling and termination of staff.

•Develop and maintain all subordinate personnel by applying the necessary training and leadership that will allow internal growth and advancement.

•Direct staff, to ensure that all duties are performed according to departmental performance standards

ROLE REQUIREMENTS

•Bachelor's Degree in related field preferably in Business or equivalent combination of education and experience

•Work an 11 am to 8 pm shift plus on call hours rotating every third weekend to address issues as needed

•Minimum five (5) years management experience with three (3) years of management experience in a call center

•Minimum of five (5) years experience in the credit card, bill pay, Internet banking and/or lending industry

•Proven knowledge of the FDR processing system, CheckFree or Metavante bill pay systems, Digital Insight Home Banking and/or Lending systems preferred

•Proven leadership skills and organizational skills

•PC/Windows-based software experience with proficiency in Word, Excel and project management software

  

Our corporate value statements represent PSCU's commitment to providing the highest quality service to our member-owners. By practicing these values, we continue to meet the challenge of being a leading service provider in the credit union industry.

  • Service Excellence - Exceeding expectations in every interaction.
  • Passion - Boundless enthusiasm to be THE best.
  • Leadership - Engaging, influencing, and inspiring others to accomplish our mission.
  • Trust - Keeping the promises you make to others, and to yourself.
  • Innovation - The relentless pursuit of better ways.

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