Call Center Manager

Arizona Central Credit Union•Phoenix, AZ

3d•Hybrid

About The Position

A key component of this service delivery is to build long-term member relationships by identifying the members’ needs and offering them a solution that will result in increased engagement with the credit union. In addition, the position directs the operations of a call center, ensuring the department supports organizational, financial, operational, service and growth plans. Ensures members and potential members receive timely, courteous and accurate service during every interaction; supports all remote delivery channels.

Requirements

Five to eight years of call center management & banking experience
Two- year college degree or equivalent

Responsibilities

Direct, develop, motivate, hire and discipline department personnel; and recommend appropriate personnel actions.
Monitor and record the performance of department personnel during phone calls with members and provide feedback to ensure member service and sales goals are consistently met.
Create and achieve Service Level Agreements to respond to member inquiries timely.
Prepare monthly statistical reports detailing credit union wide call volumes.
Monthly KPI report sent to AVP of Member Experience and SVP of Operations/COO.
Meet one on one with your team a minimum of monthly/bi-weekly for coaching and development.
Have one-on-one conversations with your leadership team on a regular basis.
Support your team’s new ideas and be their advocate.
Support organizational objectives and adapt them to your department. Organizational strategies need to be deployed consistently and should be adaptable to a department’s individual needs.
Ensure your team is adequately trained, enabling them to deliver a premier service to our members.
Eliminate/voice your department’s pain points bringing them to the attention of the AVP of Member Experience. Look at issues with solutions in mind and what your team can do to improve the situation.
Promote a positive culture within the department, foster strong interdepartmental relationships, and maintain a high performing team environment.