Manager I Member Engagement Center

Exciting•Phoenix, AZ

About The Position

Reporting to the Member Engagement Center Manager II, the Member Engagement Center Manager I will have a passion in leading, coaching and developing a team of MEC Associates. They are responsible in partnering with the Manager II to oversee and ensure world class service and overall operational performance is delivered within Member Engagement Center. They will positively represent the credit union with both members and internal departments, with effective communication, creative problem solving as well as product and service knowledge that aligns with Desert Financials’ Vision and Core Values. What you will do here: Responsible for effectively onboarding, coaching, developing and retaining a high performing team to meet or exceed MEC performance metrics. Frequently and routinely meet with staff both in individual and team settings to establish performance expectations and provide mentoring as needed. Identify when performance is consistently substandard and when development plans are needed. Regularly monitor and document performance, timesheets, evaluations and appraisals. Manage personnel records for all frontline employees. Partner with HR and Manager II to discuss and make decisions on disciplinary actions and terminations. Assist in interviewing and making hiring decisions. Handle escalated cases as needed and ensure that management approval is provided when appropriate. Contact members to provide follow-up or resolution on escalated issues. Analyze and report on customer and operational issues that negatively impact service quality. Partner with Manager II to identify resolutions. Assists with special projects to support the MEC department and internal department relationships. Perform other job-related duties as assigned.

Requirements

High School Diploma or GED required.
2+ years financial services call center or retail banking experience required.
2+ years experience meeting sales objectives within the financial services industry or other types of retail businesses required.
Excellent interpersonal, verbal, and written communication skills required.
Demonstrated ability to create development plans focused on others' as it pertains to operating skills, soft skills, communication, and decision making required.
Strong probing, problem solving and decision-making skills required.
Extensive experience with customer retention, sales and ongoing relationship building required.
Ability to use CRM, quality management, CMS or other ACD call reporting software, and workforce management software required.
Ability to work effectively, both independently and in a team environment required.
Demonstrated competence working with Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) required.
Demonstrated ability to motivate others to high performance required.
Values diversity required.

Nice To Haves

Bachelors Degree in Business or related field preferred.
1+ years experience leading, supervising and coaching small to mid-sized groups in call center environment preferred.

Responsibilities

Responsible for effectively onboarding, coaching, developing and retaining a high performing team to meet or exceed MEC performance metrics.
Frequently and routinely meet with staff both in individual and team settings to establish performance expectations and provide mentoring as needed.
Identify when performance is consistently substandard and when development plans are needed.
Regularly monitor and document performance, timesheets, evaluations and appraisals.
Manage personnel records for all frontline employees.
Partner with HR and Manager II to discuss and make decisions on disciplinary actions and terminations.
Assist in interviewing and making hiring decisions.
Handle escalated cases as needed and ensure that management approval is provided when appropriate.
Contact members to provide follow-up or resolution on escalated issues.
Analyze and report on customer and operational issues that negatively impact service quality.
Partner with Manager II to identify resolutions.
Assists with special projects to support the MEC department and internal department relationships.
Perform other job-related duties as assigned.