Hybrid Contact Center Manager chez Energy Capital Credit Union

Role:

The primary role of this position is for the oversite of the Contact Center staff for providing members with

products and services that translate into a positive impact on our members' financial well-being. To accomplish this role must deliver consistent, high level quality service and support to both internal and external members. Key components are to direct the daily operations of the Contact Center, ensuring the department meets organizational, financial, operational, service and growth plans. Ensures members, potential members and vendors receive timely, courteous, and accurate service from Contact Center staff. This role is responsible for maintaining compliance with all required regulations and policies, including, but not limited to, Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures, and regulations.

Essential Functions:

• Oversees the Contact Center daily functions and supervises department staff. Directs,

develops, coaches, motivates, and disciplines department personnel. Conducts monthly, semiannual,

and annual performance reviews for direct reports. Participates in the hiring process for the Contact Center. Serves as backup for all Contact Center department positions.

• Responsible for resolving escalated member issues. Provides support to staff for problem

solving. Conducts Quality Assurance call evaluations to identify trends and training

opportunities for department. Facilitates and or coordinates training for Contact Center Team.

Oversees and evaluates procedures and processes related to the Contact Center. Identifies and

implements new resources to include in our centralized knowledge center. Monitors

department profitability and participates in budget development and strategic planning.

• Works with member service management to correct points of failure and improve processes,

enhance efficiency, speed/level of service, accuracy, and quality of service. Facilitates

enhancements within the Contact Center to improve member contact points managed by

department. Prepares, submits, and analyzes reports related to the Contact Center.

• Motivates Contact Center staff to achieve financial, operation, service, and sales growth

targets. Monitors trends within department and makes necessary adjustments to meet or

exceed department goals.

• Performs other job-related duties as assigned.

Desired candidate will 

• be available to work Saturdays, as scheduled. 
• Three years to five years of similar or related experience.
• A two-year college degree, or completion of a specialized certification or licensing, or

completion of specialized training courses conducted by vendors, or job-specific skills acquired through an apprenticeship program.

• have a satisfactory credit history
• have basic knowledge of Word, Excel and Outlook
• provide prompt, accurate, courteous, friendly, timely and professional service to all members and ECCU employees.
• maintain a professional appearance, demeanor, and work environment
• maintain a dependable record of attendance and timeliness
• Maintain compliance/alignment with company culture, internal and external service standards. 

Employee Benefits

• Health Insurance 
• Dental Insurance
• Vision Insurance
• Paid Time Off 
• Quarterly performance incentives
• Retirement plan
• Company paid LTD, STD, and Life Insurance
• Professional Development opportunities
• Wellness Benefit with tax savings
• Stay Pay

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.