Member Experience Center Manager II

COMMUNITY FIRST CREDIT UNION OF FLORIDA•Jacksonville, FL

22h•Onsite

About The Position

Lead the day-to-day operations of the Member Experience Call Center, overseeing both inbound and outbound teams with a focus on delivering exceptional service and operational efficiency. Ensure service level targets and efficiency KPIs are consistently met or exceeded. Accountable for delivering an exceptional member experience while minimizing operational risk and loss. Lead the team in achieving quality and service excellence to drive high member satisfaction. Serve as a mentor and direct manager for the Member Experience Center Service Supervisors and Quality Assurance Specialist. Actively participate in projects and committees as assigned by the AVP and senior leadership. Identify training and development needs for frontline staff and contributes to the creation of training materials. Support HR-related responsibilities, including recruitment, interviewing, and performance management. Regularly review and enhance department policies and procedures to uphold workforce, service, and operational excellence.

Requirements

Three years to five years of similar or related experience, including preparatory experience.
A college degree and a professional certificate or a post graduate degree.
Ability to manage and improve call center operations, including both inbound and outbound functions.
Proficiency in analyzing data to identify trends and improvement opportunities.
Ability to translate insights into actionable strategies.
Continuous improvement mindset with experience in implementing new processes or enhancing existing ones.
Strong customer service philosophy and the ability to foster a member-first culture.
Must be capable of regular, reliable and timely attendance.

Nice To Haves

A significant level of trust, credibility and diplomacy is required.
In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature.
Conflict resolution and accountability for team results and outcomes.
Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
Typically includes subject matter experts as well as first level to middle managers.

Responsibilities

Oversee the daily operations of the Call Center, providing leadership and direction to Supervisors and Member Solutions Representatives.
Deliver targeted coaching to drive high performance and ensure service excellence.
Responsible for all aspects of performance management for direct reports, including hiring, assigning responsibilities, monitoring performance, providing ongoing coaching and counseling, and supporting training and development efforts.
Ensure compliance with regulatory requirements as well as organizational values, policies, and work standards.
Conduct performance evaluations and make recommendations for promotions, transfers, or performance improvement actions as appropriate.
Responsible for achieving departmental service goals by monitoring performance, generating reports, and leveraging data to recommend process improvements.
Track and analyze statistical trends to identify and implement strategies that enhance productivity and service levels.
Ensure compliance with internal control procedures and prepare required reports.
Lead updates to procedures for both inbound and outbound call teams.
Serve as a key point of contact for troubleshooting and resolving internal and external inquiries.
Participate in and inspire teammates to participate in the community service activities and groups to represent the organization.
Manages other projects and duties as assigned.
Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Oice of Foreign Assets Control.