Contact Center Manager
2 days ago
Atlanta
Job Description Seeking previous supervisory experience in a Contact Center with preference given to individuals who have worked in the financial services industry (credit union, bank, or related industry). Must be technically savvy (utilizing the newest technology - audio, video, chat), Data driven (pull reports, analyze data and make recommendations), desire to coach and mentor Team Members, and possess a strong desire to provide exceptional member service. Is this YOU? Apply today! Job Description: Contact Center Manager Position Status: Full-Time Exempt Reports to: Vice President, Operations/Member Services Target hiring salary range: $72,400.80 - $90,501 The listed pay information includes the minimum rate of pay to the mid-point rate of pay for the posted position The actual compensation for this position may vary based upon, but not limited to, licenses or certifications, education or equivalent work experience, market data, qualifications, relevant experience, prior work and performance history, geographic location, and business sector. We believe great work is to be rewarded with great benefits. Our benefits include, but aren’t limited to, Medical coverage with generous company contributions, Dental with employee only coverage paid by the company, Vision with employee only coverage paid by the company, Paid Time-Off, 401k plan with a defined company match, company paid long-term disability, short term disability, and company paid holidays. Purpose: The primary purpose of this position is to assist APCU Center Parc Credit Union to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.” The Contact Center Manager is responsible for the operational oversight of the Contact Center, ensuring that the team of member service representatives (MSRs) provide exceptional member service at the highest level of measurable effectiveness and in accordance with APCU Center Parc’s service standards. Essential Duties and Responsibilities: Other duties may be assigned. • Adhere to and deliver on APCU Center Parc’s core values:, • Serve Exceptionally, • Commit to Better, • Find the Fun, • Invest in Integrity, • Follow the Numbers, • Go Forth and Conquer, • Protect with Passion, • Provide supervision and mentoring of contact center staff; Foster a positive work environment and a culture of outstanding member service., • Appropriately leverage available tools, like the Eltropy conversation platform or other similar CCaaS (Contact Center as a Service) solutions, to streamline communication capabilities and improve member interactions across all channels., • Ensure that team members are aware of department objectives, performance criteria, and performance expectations, as well as the method(s) and frequency(s) of measurement and follow up., • Monitor key performance indicators (KPIs) such as call volume, response times, member engagement, transaction date, and consistent communications across different communication channels., • Use real-time and historical analytics to coach to desired member interaction standards, make data-driven decisions, recommend process changes, or recommend adjustments in service delivery., • Identify areas for improvement in member service processes and implement changes to enhance efficiency; Support product enhancements and other member facing enhancements implemented by the Credit Union., • Accountable for the quality and accuracy of services and transactions performed by contact center team members including interactive teller transactions, outbound member activities (new account onboarding, outreach campaigns), member support of online banking matters, member inquiries, and answered call goals., • Maintain a defined cadence of updating the VP of Operations and the member services stakeholders on contact center performance (queue performance, agent performance, sales performance, transactional data, etc.)., • Manage time and attendance for department staff; Actively participate in the interviewing, hiring, planning, and assigning work for all contact center team members., • Work effectively with the contact center leadership team to onboard new hires through training and mentoring., • Participate in the training of new contact center employees and as needed., • Collaborate with the assigned Learning Business Partner to provide documentation or other information deemed useful in the creation of corporate training materials and skills development sessions., • Assist the contact center team members during peak times and coach to their daily prioritization of tasks and responsibilities., • In collaboration with, or as required by the VP, manage budget considerations for the department., • Continuously look for opportunities to implement system enhancements, improve efficiencies, simplify processes and procedures, reduce costs, take advantage of automation, and improve service levels to members., • Demonstrates excellent problem solving and analytical skills and the ability to use data to drive decisions and implement strategies., • Effectively use written and oral communication skills in daily correspondence and completion of tasks., • Maintain credibility and a positive working relationship across all levels of employees and executives within the organization., • Consistently communicate a positive and clear message around the credit union’s strategic goals, objectives, and delivery of quality services to members., • Comply with all aspects of BSA/AML and OFAC regulations as they relate to this position., • Other duties as assigned. Supervisory Responsibilities: Supervises 8 – 14 contact center team members and any assigned team lead. Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. REQUIRED EDUCATION and/or Experience: • A bachelor’s degree in business administration, communications, or a related field; Four years of relative managerial experience may be substituted in lieu of degree, • Four or more years of progressive work experience in a contact center environment, • Prior experience in supervisory role within a financial services organization, • Excellent organizational, analytical, problem solving and project management skills, • Working knowledge of spreadsheet and word processing (Microsoft Office) software PREFERRED EDUCATION and/or Experience: • Specific experience in a contact center management role, preferably in a credit union environment, • Familiarity with the Eltropy conversation platform, or other CCaaS (Contact Center as a Service) solutions, • Familiarity with AI-driven customer service tools, • Working knowledge of Symitar software, Clutch, Alloy, and financial product offerings Physical Job Requirements: Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc. Must be able to stand, bend and stoop as needed. Must be able to lift and/or carry weights of 5 to 25 pounds. APCU Center Parc Credit Union is an equal opportunity employer committed to providing equal opportunities to applicants and our policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, disability status or veteran status or any other basis protected by applicable federal, state, or local laws. APCU Center Parc Credit Union prohibits harassment based on the same protected classes and criteria. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. The requirements for the position listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources. Please note that an employment offer, and your continued employment are contingent upon acceptable results of a background and credit check, and satisfactory proof of your right to work in the U.S.