Contact Center Manager

ProFed Federal Credit Union • Fort Wayne, IN

4d

About The Position

Primarily responsible for assisting with the effective supervision, team training, and guidance of Contact Center operations, including Call Center and VTM staff, member services, functions, and support. The Contact Center Manager serves as the primary contact for escalated member inquiries and resolution issues and helps ensure high member satisfaction and an enhanced member experience through efficient, effective service delivery. The position also handles Contact Center vendor management, staff scheduling, monitoring and troubleshooting, and credit union cash ordering responsibilities.

Requirements

• Strong organizational skills and the ability to manage multiple tasks, deadlines, and staff efficiently.
• Extensive knowledge of credit union products, services, and operational procedures.
• Supervisory experience.
• Strong analytical skills and the ability to analyze financial information.
• Sound judgment in decision-making and recommendations.
• An attitude that promotes enthusiasm and staff morale.
• A positive, professional image and the ability to foster cooperation and teamwork.
• Technical acumen, analytical and troubleshooting skills, and the ability and desire to embrace new technology.
• Versatility in learning and pivoting between department duties as needed.
• Ability to prepare and complete detailed documentation and perform mathematical computations.
• Clear and effective communication abilities.
• Ability to view a terminal screen, operate a computer keyboard, and sit and stand for prolonged periods.

Responsibilities

• Provide supervision, team training, and guidance to Contact Center operations and staff.
• Monitor and balance VTM machines and place QSI tickets as required.
• Prepare and place cash orders and supply orders.
• Coordinate Contact Center staff scheduling and coverage.
• Ensure effective Contact Center operations and communicate necessary details to the AVP/Contact Center.
• Provide advanced troubleshooting and assist with escalated member inquiries and resolution.
• Assist with maintaining assigned reports and statistics, auditing Chat/Text performance and transcripts, and analyzing KPIs.
• Manage Contact Center vendors.
• Lead or assist with staff meetings and training sessions.
• Provide assistance with member calls, VTM transactions, and interactive services as needed.
• Perform additional duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed