Call Center Manager
Pioneer Federal Credit Union
Contact: Melissa Schultz
Email: [email protected]
Phone: (208) 587-3304
This position is responsible for managing, motivating, coaching and supporting the Call Center team members. Manages the department operations on a day-to-day basis and maintains an open line of communication with the Contact Center Regional Manager on any pertinent items. Act as the first point of escalation for team, after the Call Center Lead when available, with members with member’s needs, questions, and concerns. Ensures team members are following established policies and procedures, and communicates any areas of concerns to the Contact Center Regional Manager. Responsible for ensuring the services provided by team members via telephone, email, mail, fax, and Chat is conducted within Pioneer’s procedures or policies, and aids in lowering risk. This position proactively seeks ways to improve the member experience and efficiencies. Responsible for monitoring dashboards and reporting to the Regional Contact Center Manager on the results. Responsible for utilizing Credit Union procedures and policies to solve member needs and will direct calls to other departments when necessary. Will proactively listen or use effective written communication to gain an in-depth understanding of the nature of any interaction and provide an accurate and efficient response. Maintains strong working knowledge of Credit Union’s policies, procedures, and ensures team members are utilizing tools to combat fraud. Is responsible for ensuring that all team members are receiving the correct training to remain knowledge, so accurate information is being provided.
Interested in Applying? Apply here.
Experience: Minimum three years of similar or related experience.
Education: A high school education or GED
Interpersonal Skills: A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Other Skills: Must have excellent communication and people skills. Proficient with
office equipment, personal computer, and Microsoft Office.
Physical Requirements: Very light physical effort. Typical of most office jobs. Work in comfortable positions.
Work Environment: Normal light, heat, air, and space in work environment.