Contact Center Team Manager

Stanford Federal Credit Union•Palo Alto, CA

34d•Onsite

About The Position

Member Care Team Manager Opportunity at Stanford Federal Credit Union! We’re on a mission to improve financial lives! If you’re a high-energy, compassionate, and collaborative individual with a desire to make a difference, we encourage you to consider joining our SFCU team! Members really do come first at Stanford FCU because we’re non-profit and owned by our members. Our members work for Stanford University or some of the most innovative companies in Silicon Valley—and we provide them with the most generous financial benefits in our industry. Stanford FCU is a $4.5 billion company with a global reach of over 95,000 members in 90 countries and growing! Come grow with us and see what it’s like to work for a Bay Area Top Workplace. As our CEO says, “we work hard, and we play hard”, and we need your help to improve even more financial lives! Please note - this is not a remote position Who YOU are: The Member Care Team Manager is responsible of recruiting, selecting, orienting, and training employees and developing personal growth opportunities for team members. Accomplishing staff results by communicating job expectations, planning, monitoring, mentoring, and evaluating job results. Overseeing the performance of all member service and QA evaluations. Running team meetings. Implementing process improvements. Responding to and resolving all escalated queries. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act. Abides by a strict and professional code of conduct world-class service while achieving daily, monthly, and annual sales and service objectives.

Requirements

Six to Eight years of experience in a related field with equal responsibilities is preferred.
Minimum of 4 years of college education or equivalent experience.
Formal training should be supplemented with continuing education and self-development programs.
Ability to coach, motivate, and train staff in service and sales environment.
Excellent communication skills in all mediums.
Present a positive professional image.
Work within precise, standardized guidelines with latitude to make decisions.
Proficient in all standard desk-top software applications with strong skills in Excel.
Demonstrated excellence in member service, de-escalation and problem resolution.
Possess the creativity required to successfully complete assigned duties.
Ability to handle daily routine with freedom to interpret or to act upon various situations.
Serve as a backup for the Director, as assigned.

Responsibilities

Responsible for hiring, supervising, training, motivating, and developing staff on an on-going basis.
Responsible for the consistent monitoring of team members’ quality and service standards through regular QA evaluations.
Proactively monitors and upholds daily, weekly, and monthly service standards for member experience such as Average Speed of Answer, Service level and abandonment rate.
Maintains regular contact with team members regarding individual performance and overall department achievement of service and quality standards to provide coaching as necessary and recognize team and individual accomplishments.
Adheres to Credit Union policies, procedures while identifying and working to eliminate root causes of inefficiencies and formulating recommendations/feedback to management regarding operational policies and procedures
Actively partners, collaborates, and communicates with other service departments to implement process and service improvements that will benefit the members and the team.
Assist in maintaining forecasting data and creating monthly schedules for the management team and all other units to ensure all communication channels are fully staffed and reduce flow out calls.
Responsible for collecting data for the regular reporting of agent productivity and department service levels.
Assist in the development, implementation and management of all job metrics related to various agent responsibilities including chats, e-mail, in-bound calls, and fulfillment responsibilities.

Benefits

100% paid employee medical, dental, vision, life/AD&D and short-term disability insurance for the employee; 50% paid for dependents
Quarterly incentives up to 10% of your salary (based on position)
Employer 401(k) matching up to 5% plus additional annual discretionary contributions
Education reimbursement up to $5,200/year
Employee recognition program with cash incentives
Commuter Toll reimbursement $100-$200/month (based on position)
Wellness Benefits up to $1,200 per year
Paid Sick Time accrues at two weeks per year
Paid Vacation Time accrues at three weeks per year
Paid Federal banking holidays (approximately 10 per year)
Ongoing training and education, seminars, and conferences
Loan rate discounts on some products (vehicle, mortgage and HELOC loans)
Waived fees and deposit bonuses on Stanford FCU accounts
Flex health/transit plan availability
Employee Assistance Program with free benefits like counseling, help finding legal assistance and day care resources