Contact Center Manager
Sun Community Federal Credit U Sun Community Federal Credit U El Centro, CA El Centro, CA Full-time Full-time $58,050 - $89,010 a year $58,050 - $89,010 a year 13 hours ago 13 hours ago 13 hours ago Contact Center Manager Department:
Contact Center FLSA:
Exempt EEO:
First/Mid-offs/Mgr.
Salary Grade:
12 Salary Range:
$58,050-$89,010 People Vision:
Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve Changing lives, because we care.
POSITION PURPOSE We are in the people business.
At Sun Community Federal Credit Union, our vision is to deliver extraordinary service experiences that assist in changing our members' lives for the better.
As a Contact Center Manager, you are responsible for the supervision, service, and sales support of the Contact Center which affects the entire membership at SUN.
You will manage service goals and competencies, performance standards, employee motivation and retention and member relationships.
Develop financial objectives and business plans.
You will be a contributor in the development of strategies and process improvements as well as represent SUN to vendors, and the people in the community you serve.
ESSENTIAL FUNCTIONS AND BASIC DUTIES Manage the day-to-day operations of the Contact Center including digital products and services, member service, employee development and performance objectives, as well as administration.
Responsible for ensuring extraordinary member service experiences, deepening relationships through referrals and additional products and services.
Oversee and analyzes Meridian Link online digital functions, sales, service, and phone reports to recommend strategies including phone system, online banking, online account opening and online loan processing, bill pay, IVR, mobile banking, and remote deposit capture.
Develops and executes innovative digital approaches and initiatives in support of short- and long-term organizational goals.
Takes initiative to improve current digital services/practices and implements new services /practices to increase digital efficiency.
Oversees the implementation of new technology and systems.
Experienced in the current direction and trends related to digital products and services within the financial industry.
Leads staff performance utilizing SUN's strength-based management model, StandOut.
Supports the uniqueness of each team member to achieve individual and team success.
Ensure resources are allocated effectively.
Models CML Sales and Service expectations.
Maintains privacy and confidentality of member account information.
Ensures compliance with BSA Rules & Regulations.
Completes annual BSA training and ensures assigned staff completes the annual BSA training.
PERFORMANCE MEASUREMENTS Assigned Credit Union goals are met or exceeded.
Member Experience (NPS score) and employee engagement are the foundation used in decision-making and management of the Contact Center.
Be a change agent to continually improve processes and modernization of our digital platform.
Maintain high ethical standards based on SUN's Vision and Values and Strategic Plan.
QUALIFICATIONS EDUCATION/CERTIFICATION:
A college degree in business, finance or related field or equivalent work experience.
REQUIRED KNOWLEDGE:
Knowledge of credit union or call center practices, Bank Secrecy Act, OFAC, US Patriot Act, Regulation CC and funds availability, GLB and Member Financial Privacy, NCUSIF and Truth in Savings.
EXPERIENCE REQUIRED:
Progressives leadership experience in a financial institution and 1 plus year contact center experience or 5 plus years progressives leadership experience in a call center environment.
SKILLS/ABILITIES:
Excellent communication and leadership skills Able to coach, mentor and develop an effective team.
Passion and empathy for people Sound judgement and decision-making skills High sense of urgency and attention to detail Ability to operate related computer software.
Working Conditions:
Climate controlled business office environment.
Estimated Salary: $20 to $28 per hour based on qualifications.
Contact Center FLSA:
Exempt EEO:
First/Mid-offs/Mgr.
Salary Grade:
12 Salary Range:
$58,050-$89,010 People Vision:
Our people create an environment that produces genuine empathy and feelings of care and concern for a better future and personal well-being to make us the only choice in the communities we serve Changing lives, because we care.
POSITION PURPOSE We are in the people business.
At Sun Community Federal Credit Union, our vision is to deliver extraordinary service experiences that assist in changing our members' lives for the better.
As a Contact Center Manager, you are responsible for the supervision, service, and sales support of the Contact Center which affects the entire membership at SUN.
You will manage service goals and competencies, performance standards, employee motivation and retention and member relationships.
Develop financial objectives and business plans.
You will be a contributor in the development of strategies and process improvements as well as represent SUN to vendors, and the people in the community you serve.
ESSENTIAL FUNCTIONS AND BASIC DUTIES Manage the day-to-day operations of the Contact Center including digital products and services, member service, employee development and performance objectives, as well as administration.
Responsible for ensuring extraordinary member service experiences, deepening relationships through referrals and additional products and services.
Oversee and analyzes Meridian Link online digital functions, sales, service, and phone reports to recommend strategies including phone system, online banking, online account opening and online loan processing, bill pay, IVR, mobile banking, and remote deposit capture.
Develops and executes innovative digital approaches and initiatives in support of short- and long-term organizational goals.
Takes initiative to improve current digital services/practices and implements new services /practices to increase digital efficiency.
Oversees the implementation of new technology and systems.
Experienced in the current direction and trends related to digital products and services within the financial industry.
Leads staff performance utilizing SUN's strength-based management model, StandOut.
Supports the uniqueness of each team member to achieve individual and team success.
Ensure resources are allocated effectively.
Models CML Sales and Service expectations.
Maintains privacy and confidentality of member account information.
Ensures compliance with BSA Rules & Regulations.
Completes annual BSA training and ensures assigned staff completes the annual BSA training.
PERFORMANCE MEASUREMENTS Assigned Credit Union goals are met or exceeded.
Member Experience (NPS score) and employee engagement are the foundation used in decision-making and management of the Contact Center.
Be a change agent to continually improve processes and modernization of our digital platform.
Maintain high ethical standards based on SUN's Vision and Values and Strategic Plan.
QUALIFICATIONS EDUCATION/CERTIFICATION:
A college degree in business, finance or related field or equivalent work experience.
REQUIRED KNOWLEDGE:
Knowledge of credit union or call center practices, Bank Secrecy Act, OFAC, US Patriot Act, Regulation CC and funds availability, GLB and Member Financial Privacy, NCUSIF and Truth in Savings.
EXPERIENCE REQUIRED:
Progressives leadership experience in a financial institution and 1 plus year contact center experience or 5 plus years progressives leadership experience in a call center environment.
SKILLS/ABILITIES:
Excellent communication and leadership skills Able to coach, mentor and develop an effective team.
Passion and empathy for people Sound judgement and decision-making skills High sense of urgency and attention to detail Ability to operate related computer software.
Working Conditions:
Climate controlled business office environment.
Estimated Salary: $20 to $28 per hour based on qualifications.
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