Contact Center Manager

Red Canoe Credit Union•Longview, WA

6d•$38 - $57•Onsite

About The Position

Red Canoe Credit Union hires passionate, knowledgeable, and dependable individuals who are committed to making a difference. As a not-for-profit financial institution owned by our members, we believe in the value of people over profit. If you’re looking for a place to start a rewarding career you can be proud of, then Red Canoe might be the place for you. We’ve been a cooperative since 1937. That means any money we earn goes back to our members, not into the pockets of stockholders like a bank. For more than 80 years, we’ve held the traditions of credit unions near and dear to our hearts. We are not for profit, but for people. Red Canoe Credit Union has 10 branches spread across Washington and Oregon. We even have members living in all 50 states. But Red Canoe is still a local credit union at its core. For us, being local means an ongoing commitment to go beyond serving our members and giving back to the communities we call home. At Red Canoe, we strive to make a difference in the lives of our neighbors.

Requirements

Bondable, service & sales oriented, motivated to cross sell/communicate services.
Strong public relations skills and oral and written communication/presentation skills.
Dedicated to achieving Connections goals set by management.
Must have excellent people skills, must be highly motivated, well organized and a good communicator.
Professional appearance and demeanor; punctual, dependable, cooperative; sets the example.
Keyboard, calculator, personal computer, and general office machine proficiency.
Human relations skills to effectively deal with member and employee related matters.
Personal computer skills commensurate with position.
Decision making skills and ability to set priorities, organize, handle detail, delegate work and supervise others.
Ability to handle the urgencies and complexities commensurate with the position, arriving at constructive solutions and maintaining positive relationships.
Ability to handle numerous details while organizing the work of others.
Knowledge, accuracy and competency in interest calculations, business math, research, and analytical skills.
Five (5) or more years managing a financial institution contact center preferred.
Knowledge of new accounts practices and other applicable financial services operations (policy and procedures, etc.).
Demonstrable knowledge of regulatory requirements applicable to all customary and usual deposit and investment accounts.
Office mobility required. Approximately 20% standing, 70% sitting, 10% walking, as need demands.
Possess sufficient manual dexterity to skillfully operate standard office equipment including a computer, typewriter, adding machine, facsimile machine, photocopier, and telephone.
Occasional light lifting; maximum lift requirement is 30 pounds.
Periodic inter-department or interdepartmental access may be required, including for distribution and access to various materials, equipment, meetings, etc.
Storage and retrieval of materials, maximum reach required is 84 inches.
Continuous talking in person and on the telephone.
Continuous hearing in person and on the telephone (a telephone device to enhance hearing will be provided if needed).
Continuous periods of time viewing a PC.
Continuous clarity of vision at 20 inches or less.
Mental effort required involving considerable organization, planning and analytical efforts with superior communication.
General demands include highly repetitive work, attention to detail, alertness, memory, observation, empathy, ingenuity, learning ability, problem solving, patience, initiative, objectivity, creativity, speaking ability, reading, and writing ability, judgment, persuasiveness, concentration, flexibility, precision, and auditory discrimination.
Minimum discomfort from heat, dust, air conditioning, noise, including external road noise.
Transport within remote branches and/or main office/facility may be single or multilevel (as required) including a variety of stairways, elevators, etc.
Exposure to computers and other electronic equipment.
The facility is 100% free of tobacco smoke.
Essential equipment used includes, but may not be limited to telephone, personal computer, and online terminal, calculator, and office security systems.
Non-essential equipment generally includes paper shredder, typewriter, photocopy machine, and facsimile machine.

Nice To Haves

Superior knowledge of IRA Rules/regulations and/or IRA certification a plus.

Responsibilities

Provides training, coaching, and mentoring for staff to facilitate their professional development.
Interviews, hires, trains, promotes staff through the Contact Center Progression.
Ensures staffing is adequate to meet service level standards by scheduling accordingly.
Ensures staffing models align with service channel demand (voice, digital, and lending) and recommends structural or staffing adjustments based on volume trends and strategic direction.
Recommend staffing improvements to the VP of Digital and Contact Center.
Create and implement department goals in alignment with Credit Union goals.
Schedule monthly sales coaching meetings with staff and provides progress reports to management.
Seeks opportunities to maximize member experience, digital adoption, and sales outcomes across all service channels.
Sales efforts include, but not limited to referrals, buyouts, and outbound service calls.
Manage and maintain the daily operation of omnichannel platforms including telephony, chat, secure messaging, video, digital engagement tools, and WFM systems, and other report management systems to ensure that the platforms are optimized.
Maintain awareness of vendor roadmaps (e.g., contact center, digital engagement, and lending technologies) and align platform capabilities with credit union strategy.
Implement platform changes and seek system improvements to improve processes and service.
Partner with IT to work on process and internal Contact Center policy or workflow improvements.
Provides production, productivity, interaction volume, SLA, adherence, ITM session reviews, shrinkage, and quality service reporting to the VP of Digital & Contact Center and the Chief Experience Officer.
Monitors trends and recommend changes for improvement in processes, services, and cost savings.
Oversees and ensures effective delivery of retail banking and lending services through remote channels, including but not limited to: Digital account opening and servicing, ITM/virtual teller transactions, Omnichannel interactions (voice, chat, secure messaging, video), Consumer loan origination via digital applications and phone, IRA and fiduciary transactions.
Ensures proper documentation, compliance, and consistent member experience across all interaction types.
Models exemplary member service for staff.
Prepares Contact Center’s annual operating and personnel budget.
Control and monitor all planned and unplanned operating costs.
Opens/Closes the facility as needed, cooperates with the Facilities/Security Manager regarding security of facilities and safety of employees.
Seek to develop and maintain a good rapport with staff, members, and potential members.
Maintain relationship with vendors and monitor adherence to SLAs.
Ensures a continuity and resumption plan is in place, is trained, and is tested for Contact Center activities.
Coordinate ordering of supplies and ensure department appearance and equipment are adequately maintained.
Maintain up-to-date knowledge of all products and services and provide information to staff.
Make daily observations within facility, takes note of staff attitude, tardiness, and team effort.
Documentation for any disciplinary action with staff.
Evaluate needs and responsibilities to ensure adequately trained staff.
Assures an atmosphere of cooperation and teamwork is maintained.
Accountable for the quality of work within the Contact Center predicts through forecasting future trends, directions, and developmental needs of the branch.
Assigns, directs, coordinates and reviews work and agent schedules within branch.
Ensures that proper maintenance, cleanliness, and security of the work area are maintained.
Maintains the highest level of staff work production possible with the resources available.
Effectively manage workflow daily developing reporting systems for monitoring completion of all duties.
Provide consistent quality service and project a positive and professional image of the credit union to internal and external members/clients.
Personal participation in continuing professional training with the Contact Center trainer.
Keep consistent and usual office hours, in keeping with Red Canoe Credit Union practices. May work additional hours, including Saturdays, holidays, etc., as may be required or needed.
Hold regular staff or POD meetings to review the Contact Center performance, and any new processes or procedures staff need to be informed of.
Maintain on-going communication with VP concerning activities as well as needs or problems.
Assures reports, records, and statistics are consistently and carefully maintained.
Helps achieve credit union goals by meeting minimum standards.
Responsible for business continuity planning/response/resumption for immediate department/branch.
Observes procedures as outlined in the Contact Center procedure manuals, employee reference guide and security manual.
Assures employee adherence to internal controls to ensure compliance with credit union goals, objectives, policies, procedures and applicable laws and regulations.
Work with credit union examiners/auditors preparing/gathering necessary information and providing them with assistance as requested.
Supports and executes on the credit union’s digital and contact center strategy, including expansion of secure messaging, chat, video banking, and remote lending.
Drives adoption of digital channels, ensures consistent member experience across channels, and partners with internal stakeholders to evolve service delivery models.