Contact Center Manager

Capital Credit Union • Green Bay, WI

404d • Remote

About The Position

The Contact Center Manager at Capital Credit Union is responsible for supervising the activities of the Contact Center employees to ensure efficient handling of incoming member communications. The role emphasizes member advocacy and aims to uphold the Credit Union's mission by promoting a culture of service excellence among staff. The manager will oversee scheduling, team performance, and staff development while ensuring the department operates smoothly and effectively.

Requirements

• High school diploma or GED required.
• Ability to read, write, and comprehend detailed instructions and correspondence.
• Experience operating a multi-line switchboard and online computer terminals.
• Good working knowledge of Microsoft Office products such as Word and Excel.
• Comprehensive knowledge of Credit Union products and services.
• Strong interpersonal and communication skills to deal with diverse employees and sensitive situations.
• Ability to exercise independent judgment in supervising employees and addressing issues.
• Consistent leadership traits and analytical ability to understand instructions and comparisons of numbers.

Nice To Haves

• Experience in a contact center environment.
• Familiarity with quality control processes and performance metrics.

Responsibilities

• Supervise Contact Center employees to ensure proper handling of incoming member communication.
• Maintain proper staff coverage and efficient scheduling of the department.
• Manage the team operating the multi-line switchboard to assist members by telephone.
• Provide routine information to callers and manage messages in a timely manner.
• Maintain the phone system and update messages as required.
• Collect and analyze reports for benchmarking employee performance and standards.
• Establish SLAs for the team and report to management on performance.
• Interview and select new staff members.
• Ensure the overall functionality and appearance of the department, including safety and security concerns.
• Handle escalated calls and conduct quality control by listening to calls and reviewing results with employees.
• Oversee staff development, training, and performance appraisals.
• Monitor department status and report ideas for improvements to senior management.
• Research and follow up on member complaints and implement a Member Advocacy culture.

Benefits

• Work from home contingent upon supervisor approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Credit Intermediation and Related Activities
• Education Level: High school or GED