Job Description

Reporting to the VP of the Member Contact Center and receiving guidance from the Contact Center Manager 2, the Contact Center Manager 1 plans, controls and directs the activities of the Contact Center. This role oversees, manages and develops the Contact Center staff to ensure delivery of quality service supportive of our organizational strategy, attainment of goals as well as the adherence to credit union policies and procedures. The Contact Center Manager I is charged with optimizing the performance of the Contact Center along with fostering and upholding a Member Centric environment focusing on enhancing the member experience. In addition, this role has budgetary responsibility for the Contact Center.

Responsibilities:

• Contact Center: Oversee the day to day operations, including the sales and service function of our Contact Center to ensure the achievement of credit union goals and objectives through maximizing current and potential member relationships.
• Forecast and track call volume and service impacts to optimize efficiency levels and ensure service level agreements are met.
• Develop effective working relationships with internal partners.
• Ensure that operating procedures are followed to minimize security risk, protect corporate assets, and attain a satisfactory rating on internal audits.
• Adhere to all risk management guidelines and complete all required compliance training within the time frame provided. 
• Direct, develop, motivate and discipline staff as required; monitor performance, establish annual performance goals and design development and training plans for each direct report accordingly; administers performance evaluations and recommends appropriate personnel actions.
• Develops staff through continuous learning and opportunities for growth; coaches, counsels and mentors staff to enhance service, sales, and performance results.
• Assist the Contact Center Manager 2 with developing annual Contact Center budget including dollars designated for specialized units within the department.
• Continually monitors the financial and operational variances to established budget plan. 
• Assist in managing vendor relationships and monitor invoices related to the Department to stay within budget.
• Supports and participates in continuous improvement activities.
• Represents the Credit Union in a positive and professional manner.
• Other related duties as assigned.
• Maintains member and other sensitive information with confidentiality.
• Treats all co-workers and members with respect. 

Qualifications:

• At least three years of sales and service management experience (including experience in new account opening and call center operations)
• Experience coaching member contact employees to identify individualized sales and service opportunities and make referrals
• Financial Institution experience
• Experience with system conversions and/or implementations 
• Comprehensive knowledge of products and services as well as a thorough understanding of the Credit Union’s member service environment and objectives
• Thorough knowledge of applicable law, regulations, compliance practices and Credit Union procedures.
• General Knowledge of computers and computer software applications with advanced proficiency in Microsoft Office (including spreadsheets, word processing and presentation software)
• Understanding of member centric environments is a plus
• Ability to analyze and solve problems relative to member service needs
• Ability to operate at the highest quality level of analysis
• Ability to develop and present strategic recommendations that would benefit the organization as a whole
• Must be able to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion.
• Demonstrated ability to identify and recruit for member service talent and skills
• Courtesy, tact, and diplomacy are essential elements of the job.
• Work involves much personal contact with others inside and outside of the organization
• Strong interpersonal and consulting skills.
• Excellent written and verbal communication skills
• Ability to compose and provide reports either through Excel or Prism

Education:

• 2 year degree or experience in related field or equivalent 

Pay scale by applicable geographic location:

• Alaska: Min-$78,417.64  Mid-$98,022.05  Max- $117,626.46
• Arizona: Min-$69,135.55 Mid-$86,419.44 Max- $103,703.32
• Florida: Min- $65,934.83  Mid-$82,418.54 Max- $98,902.24
• Nevada:  Min-$70,735.91 Mid- $88,419.89  Max- $106,103.86
• Texas: Min-$66,574.97 Mid-$83,218.72  Max- $99,862.46
• Washington: Min-$80,338.07 Mid-$100,422.59 Max- $120,507.10
• Wyoming: Min-$68,175.33 Mid-$85,219.17 Max-$102,263.00
• Southern California: Min-$75,536.99 Mid-$94,421.24 Max-$113,305.48

The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, job related training/education, etc. 

Benefits:

• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off
• Training Provided
• Tuition Reimbursement

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