Manager, Retail Contact Center

Wellby Financial • Sugar Land, TX

13d • Hybrid

About The Position

The Contact Center Manager role makes a difference in our members’ lives by providing exceptional experiences to our members to help them succeed financially. This role leads a group of high-performing team members to take care of our members. The Contact Center Manager leads a team of member service supervisors and requests from multiple channels including phone and email. The leader in this role will partner closely with cross-functional stakeholders and leaders to ensure best-in-class member experiences when switching channels.

Requirements

• High School Diploma or equivalent required.
• Minimum seven (7) years financial services and contact center experience or similar required.
• Need to be able to work both onsite (at all locations) and remotely based on business needs.
• Bondable For All Candidates

Nice To Haves

• Bachelor’s degree in finance, business development or related field preferred
• Minimum three (3) years of leadership experience in a technically advanced Contact Center environment (use of phone and chat, telephony, messaging, human-assisted virtual assistant, etc.) preferred
• Minimum two (2) years credit union or retail banking experience
• Experience leading virtual/remote team members preferred.
• Experience implementing contact center technology (new channels, new capabilities, etc.) preferred.
• Project management experience demonstrated in portfolio preferred.

Responsibilities

• Supervise, hire, train, schedule, and assign work; assess performance, coach or discipline staff as needed.
• Provide coaching and insights that lead to enduring organization, providing exceptional experiences.
• Ensure team members understand how they contribute to the end-to-end member experience and financial success.
• Conduct quarterly professional development conversations with team members, discussing next quarter’s development goals.
• Champion changes within the team and around the organization.
• Remove barriers between business units and collaborate cross-functionally.
• Foster a positive and engaging work environment for team members.
• Collaborate with team members of the management team.
• Ensure team members understand how to provide exceptional member experiences.
• Select team members for the Contact Center that align with the potential to grow within the organization and continuously develop them to support our purpose.
• Benchmark team member performance with experience level and collaborate to support them in their professional development.
• Create and develop a strategy for implementation surrounding Contact Center metrics, tracking, and reporting.
• Implement new communication technologies to further our ability to serve our members.
• Contribute to the success of organizational initiatives that impact the Contact Center.
• Function as the Contact Center Subject Matter Expert (SME) in initiatives.
• Accountable for the performance of the Contact Center team’s performance against Key Performance Indicators.
• Drive team efficiencies using digital tools and resources.
• Partner and build relationships with all lines of business to develop reporting and present to executive leadership.
• Performs other duties as assigned.

Benefits

• Wellby is an equal opportunity and affirmative action employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, genetic information, sexual orientation, gender identity or expression, pregnancy, veteran status, or any other legally protected characteristic.
• Wellby provides equal opportunity to qualified individuals with disabilities and disabled veterans.
• If you need reasonable accommodation, please email [email protected] or call [phone] for assistance.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED