Position SummaryThe Contact Center Manager role makes a difference in our members' lives by providing exceptional experiences to our members to help them succeed financially. This role leads a group of high-performing team members to take care of our members. The Contact Center Manager leads a team of member service supervisors and requests from multiple channels including phone and email. The leader in this role will partner closely with cross-functional stakeholders and leaders to ensure best-in-class member experiences when switching channels.
Principle Duties and Responsibilities- Willingness and ability to exhibit Wellby Core Values every day.
- Works purposefully and is driven to provide the best team member experience.
- Partner with Product Management, Communication Team, and Digital to recommend best-in-class experiences for solutions.
- Partner with Engagement and Development to ensure alignment on current curriculum.
- Identify opportunities to improve operational effectiveness. Deliver recommendations to executive leadership.
Leadership- Supervise, hire, train, schedule, and assign work; assess performance, coach or discipline staff as needed.
- Provide coaching and insights that lead to enduring organization, providing exceptional experiences.
- Ensure team members understand how they contribute to the end-to-end member experience and financial success.
- Conduct quarterly professional development conversations with team members, discussing next quarter's development goals.
- Champion changes within the team and around the organization.
- Remove barriers between business units and collaborate cross-functionally.
- Foster a positive and engaging work environment for team members.
- Collaborate with team members of the management team.
Team Member Experience- Ensure team members understand how to provide exceptional member experiences.
- Select team members for the Contact Center that align with the potential to grow within the organization and continuously develop them to support our purpose.
- Benchmark team member performance with experience level and collaborate to support them in their professional development.
- Create and develop a strategy for implementation surrounding Contact Center metrics, tracking, and reporting.
- Implement new communication technologies to further our ability to serve our members.
- Contribute to the success of organizational initiatives that impact the Contact Center.
- Function as the Contact Center Subject Matter Expert (SME) in initiatives.
- Accountable for the performance of the Contact Center team's performance against Key Performance Indicators.
- Drive team efficiencies using digital tools and resources.
- Partner and build relationships with all lines of business to develop reporting and present to executive leadership.
- Performs other duties as assigned.
Knowledge, Skills, and Abilities (KSA)- Knowledge of Wellby's organizational functions, and general operating policies and procedures.
- Knowledge of secretarial practices and procedures, business English, spelling, and punctuation.
- Knowledge of Credit Union services and products.
- Knowledge of personal computer, utilizing Microsoft Office Suite.
- Skilled in operating computer equipment and general office machines such as personal computers, copiers, projection equipment, audio/video, Microsoft Teams, Zoom Video Communications, and adding machines.
- Skilled exercising initiative and using good judgment to make sound decisions.
- Skilled in interacting with staff, management, vendors, and members diplomatically and tactfully.
- Skilled in responding to requests regarding complex financial information/data.
- Ability to navigate various digital platforms and understand, assess, and communicate through them.
- Ability to work in stressful, high-pressure situations.
- Ability to handle difficult situations with poise and professionalism.
- Ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
- Ability to work in a fast-paced team environment with exceptional customer service skills.
- Ability to communicate clearly and concisely, orally and in writing.
Supervisory Responsibilities- Team member has supervisory responsibilities.
Complexity & Scope of Work- The team member performs a number of routine and generally related tasks without supervisory direction.
- Tasks may occasionally have to be coordinated, integrated, and/or prioritized.
- Courses of action are determined by established procedures and/or the Director of Retail Experience.
- The team member's work is reviewed periodically for accuracy, completion, and compliance with the policies and procedures.
- The team member uses independent judgment in making decisions.
Physical Demands & Work Environment- The physical demands and work environment characteristics described here represent those that must be met by a team member to successfully perform the essential functions of this position. Reasonable accommodations may enable individuals with disabilities to perform essential functions.
- To perform this job successfully, the team member is frequently required to remain in a stationary position 50% of the time. Daily movements include sitting; standing, reaching, and grasping, operating computers and other office equipment, moving about the office; and attending possible onsite and offsite meetings. The team member must be able to exchange information, in person, in writing, and via telephone. Some degree of stress results from contact with management and other team members.
- The ability to observe details at close range (within a few feet of the observer).
- Must be able to occasionally lift items weighing up to 25 pounds across the office and load them onto shelves for various needs.
- The noise level in the work environment is usually moderate.
- Work involves the typical risks and discomforts associated with an office environment but is usually in an area that is adequately cooled, heated, lighted, and ventilated.
Minimum Qualifications- High School Diploma or equivalent required.
- Bachelor's degree in finance, business development or related field preferred
- Minimum seven (7) years financial services and contact center experience or similar required.
- Minimum three (3) years of leadership experience in a technically advanced Contact Center environment (use of phone and chat, telephony, messaging, human-assisted virtual assistant, etc.) preferred
- Minimum two (2) years credit union or retail banking experience
- Experience leading virtual/remote team members preferred.
- Experience implementing contact center technology (new channels, new capabilities, etc.) preferred.
- Need to be able to work both onsite (at all locations) and remotely based on business needs.
- Project management experience demonstrated in portfolio preferred.
- Bondable
For All CandidatesThis is a
Full-Time, Salary (Exempt) role.
