Contact Center Regional Manager

American 1 Credit Union•Jackson, MI

About The Position

The Contact Center Regional Manager is responsible for taking the lead in creating the best member experiences through all of credit union’s contact center departments by providing leadership, direction, coaching and accountability to the Department Managers who oversee day to day operations in their departments. The leadership influence includes hiring, employee development, lending, product sales coaching, project support and member growth. The Contact Center Regional Manager is dedicated to working with the Branch Operations Leadership team to create and sustain a culture that is filled with people who are Focused, Engaged, Trustworthy, Humbly Confident and driven to Achieve. The Contact Center Regional Manager works collaboratively with the entire Branch Operations Leadership team and support departments to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.

Requirements

Bachelor’s degree preferred
Minimum 3 years at a management level and demonstrated strong leadership and communication skills

Nice To Haves

Excellent verbal and written communication skills
Working knowledge of PC applications such as Microsoft Office
Ability to work independently or as a collaborative member of a team
Ability to direct other team members and coach others
Knowledge of credit union products, services, policies, core processes and procedures
Ability to provide supervisory leadership of professional- and intermediate-level staff
Demonstrated member-focused strategy skills
Demonstrated skill in gathering, reporting, and summarizing trends in data
Ability to express oneself clearly and articulately both orally and in writing
Ability to make decisions and take initiative in problem resolution
Ability to exercise tact and responsibility with handling confidential information