Contact Center Manager
About The Position
Firefighters First Federal Credit Union has proudly been serving the firefighter community since 1935. We have built trusting relationships within the fire family as the nation’s largest exclusive firefighter credit union. Our commitment to providing our members with exceptional financial products and services, along with our legendary service, has allowed us to grow our membership nationally. Join a team that values its employees, invests in professional growth, and makes an impact in the firefighter community. Are you a dynamic and enthusiastic leader with a passion for serving the community? Currently, we have an immediate opening as a Virtual Branch Manager (Contact Center Manager) to join our team! The Virtual Branch Manager is responsible for the Virtual Branch team on a national level to support our membership across multiple channels including phone, video chats, and more.
Requirements
- Bachelor’s degree.
- Minimum of 3 years’ experience as a call center representative or a financial services branch representative.
- Experience supervising or managing employees.
- Experience as an e-service representative or supervising e-service representatives, supporting customers through virtual technology such as videoconferencing, web-chat, or related capabilities.
- All candidates must be bondable and maintain bondable status throughout employment in accordance with credit union regulatory requirements.
Responsibilities
- Managing all call center operations which includes ensuring SLAs are met for both wait times and quality of interaction on calls.
- Effectively managing lending pipelines in the Virtual Branch.
- Working with leaders and team members in other departments to coordinate member services, responses, research, resolutions, or carry out other required duties to support our membership.
- Analyzing call center data and make recommendations to improve operations, member experience, as well as forecast and plan.
- Participating in special projects and perform other assignments as needed.
- Regularly meeting with each team member to ensure appropriate behaviors, schedules, and understanding of FFCU mission, vision, values are upheld including ensuring position expectations are met.
- Providing team members with training, tools, and resources to successfully perform their jobs.
- Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed.
- Providing and ensuring development opportunities are available for team members as part of their overall career pathing with the credit union.
- Leading change in department by identifying opportunities for improvement to consistently improve service levels.
Benefits
- Competitive salary with a pay for performance bonus
- Fully paid Medical, Dental, and Vision benefits package for employees.
- Fully paid Life insurance, AD&D, short and long-term disability coverage
- 401k plan with a 3% safe harbor from the credit union and a matching program of up to 4%
- Education reimbursement of up to $5,250 annually, along with a 0% education loan assistance program
- Pet Insurance
- 4 weeks of PTO annually including 2 ½ days of float time.
- 9 paid holidays plus 2 half days
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What This Job Offers
Job Type
Full-time
Career Level
Manager
