Call Center Manager
About The Position
Join Our Team and Make a Difference! Take your career to the next level and join Management team at one of California's most innovative and growing Credit Unions, awarded Top Workplaces five years in a row! At PremierOne Credit Union, we strive to carry out our mission to "deliver a better financial life to members" through every interaction. We look for team players who can contribute the right skills to achieve these goals while keeping focus on our mission. Join our talented and passionate team and be part of a team that values growth, innovation, and community involvement. We are seeking strong, self-driven, goal-oriented leader with management experience to lead our Call Center Department located in our South San Jose Corporate Office. The Call Center Manager is responsible for the overall administration, service level, and production of the credit union's Call Center functions. The Call Center Manager will assure call quality, train and develop staff, encourage cross-sales, search for new efficiencies within the department, engage with staff and take ownership of the member experience as it relates to the department. The Call Center Manager is also part of the Leadership team and will be active in cross-department projects.
Requirements
- Previous management experienced required.
- Experience with Call Center/Digital Banking operations
- Two-year college degree or completion of specialized program
Responsibilities
- Manages Call Center operations to ensure continuous improvement of the member experience including: overseeing day-to-day operations and team performance and development. Strategic focus is placed on Call Center metrics including Abandonment, Average Speed of Answer, Talk Time, Hold Time, Call Quality and Cross-Sales. Responds to member inquiries, suggestions, complaints and concerns regarding the Call Center Experience. Develops strategies to ensure service and production targets are achieved.
- Accomplishes objectives by recruiting, selecting, training and developing Call Center Agents to meet or exceed goals in production, service, sales and other campaigns. Collaborates with both internal and external stakeholders to ensure the member experience meets Credit Union expectations. Identifies and resolves challenges with vendors, supports staff in addressing technical challenges or concerns. Monitors and records trends that impact member experience and reports results to VP Member Experience.
- Analyzes Call Center data and makes solution-oriented recommendations for improvement based on observations and interactions with staff and members. Stays abreast of emerging trends in Call Center operations, attends educational workshops or participates in professional societies.
- Assures regulatory compliance, policies and procedures are being maintained within the department. May conduct system audits and analysis, managing system and process improvements. Identifies and prevents fraudulent transactions by maintaining department standards for risk.
- Communicates with staff through regular scheduled updates sharing job expectations, feedback on performance, individual contributions and soliciting feedback on areas of opportunity. Provides staff a path for future growth with the credit union.
- Actively participates as a member of the Leadership Team working across departments to identify, create and help implement solutions. Serves on project teams as needed.
Benefits
- Medical, Dental, Vision, Life, and Long-Term Disability Insurances
- 401(k) including employer match
- Discounts on financial products and services, including loans!
- Paid birthday, vacation, sick
- Company-wide Incentive Plan, plus much more!
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
