Credit Union:
Providence Federal Credit Union

Region: Milwaukie, Oregon

Type: Staff

Contact: Brett Wooden
Email: [email protected]
Phone: (503) 513-8754
Fax: (503) 513-8770

Closing: 11/15/2019

Job Description:

The Contact Center Manager is responsible for the day-to-day oversight and management of the Contact Center Department. This position manages a team dedicated to inbound and outbound member call support, member e-mail correspondence, online membership applications, and Interactive Teller Machines. The Contact Center Manager ensures the department follows established procedures, processes and workflows while ensuring an outstanding member experience that aligns with our mission, “P” Values, and internal service philosophy. Analyze member feedback to meet established performance metrics.

This individual is responsible to ensure department activities contribute to sustainable and profitable growth by encouraging greater use of Providence FCU products and services to increase member convenience and loyalty. The Contact Center Manager will partner routinely with key internal and external partners to build and sustain consistent and integrated cross-functional systems, technology and knowledge with front line management through the organization and ensure ongoing support for our commitment to an exceptional member experience.

ESSENTIAL FUNCTIONS:

  • Oversee and manage the day-to-day activities of the Contact Center to achieve a consistent and successful service and growth culture aligned to the goals and objectives for the credit union. Monitor workflows across multiple delivery channels and provide leadership and support for complex member requests, approvals, and exceptions. Train and coach staff to deliver products and services to serve the needs of the member. Observe and analyze department and individual performance, provide feedback and assistance to staff and create and implement action plans to address areas identified for correction.
  • Ensure policies, practices, and systems are developed and implemented using a member-driven and member-friendly focus to enhance the member experience and product/service growth within safe and sound business practices. Continuously review and validate procedures and practices to ensure an operational environment that is consistent within various service channels available. Establish department and staff production and performance targets for efficiency, service, quality and compliance. Stay current on market conditions, regulatory changes, and risk assessments for program, policy, and procedure as needed.
  • Stay current on all products and services offered by the credit union and competitor trends in designing and managing an effective Contact Center. Ensure staff members are educated routinely on products and services and empowered to identify and fulfill the financial needs of the membership. Utilize employee and member feedback to work cross functionally with internal partners on creating and executing product and sales initiatives and growth strategies. Serve as a project liaison for the Contact Center on key corporate projects that impact the Contact Center.
  • Hire and train qualified staff. Evaluate and coach staff on member service, manage performance for continuous improvement. Assign goals and objectives to staff, report monthly productivity and efficiency results to staff and management. Support a positive environment of productive teamwork and collaboration. Partner with HR and management on employee matters as appropriate.
  • Maintain thorough knowledge of product and service programs, policies, procedures and regulatory requirements, demonstrating a commitment to professional ethics and complying with all Federal and State requirements.

Education/Experience Required:

  • Bachelor’s degree with concentration in a related field or equivalent in work experience required.
  • Minimum of five years of supervisory or manager level experience in the financial services industry with demonstrated successful track record in managing projects to deadlines, organizing and prioritizing activities, and maintaining a thorough knowledge of a variety of financial services, products and delivery channels.
  • Call center management experience is preferred, including a thorough understanding of e-commerce and telephony support best practices.
  • Experience in developing and managing to activity-based staffing models, objective performance measures and reporting systems is desired.

Knowledge, Skills and Abilities

  • Well-developed analytical skills and highly effective project and time management skills.
  • Proficient with Microsoft Office Suite, including Excel and Word
  • Ability to conduct needs assessments, identify problems, develop solutions and take appropriate course of action.
  • Ability to manage a high volume, high performance, member-driven centralized call center environment using initiative and strong organizational skills.
  • Ability to develop well supported recommendations for policy and procedures which enhance the member experience and program success is desired.
  • Well-developed interpersonal, communication, and member service delivery and service recovery skills.
  • Demonstrated proficiency in change management and the ability to inspire others to develop and grow their skills during times of uncertainty.
  • Ability to handle complex member account analysis and decisions that fall outside of standard models, making sound override and exception decisions.
  • Excellent written and verbal (face-to-face and phone) communication and negotiation skills including professional grammar and demeanor.
  • Strong analytical and effective time management skills with attention to detail, planning, prioritization and follow-up.
  • Proficient with Microsoft Office, including Excel and Word

Additional Comments:

Principle Duties and Functions

  • Oversee and manage the day-to-day activities of the Contact Center to achieve a consistent and successful service and growth culture aligned to the goals and objectives for the credit union. Monitor workflows across multiple delivery channels and provide leadership and support for complex member requests, approvals, and exceptions. Train and coach staff to deliver products and services to serve the needs of the member. Observe and analyze department and individual performance, provide feedback and assistance to staff and create and implement action plans to address areas identified for correction.
  • Ensure policies, practices, and systems are developed and implemented using a member-driven and member-friendly focus to enhance the member experience and product/service growth within safe and sound business practices. Continuously review and validate procedures and practices to ensure an operational environment that is consistent within various service channels available. Establish department and staff production and performance targets for efficiency, service, quality and compliance. Stay current on market conditions, regulatory changes, and risk assessments for program, policy, and procedure as needed.
  • Stay current on all products and services offered by the credit union and competitor trends in designing and managing an effective Contact Center. Ensure staff members are educated routinely on products and services and empowered to identify and fulfill the financial needs of the membership. Utilize employee and member feedback to work cross functionally with internal partners on creating and executing product and sales initiatives and growth strategies. Serve as a project liaison for the Contact Center on key corporate projects that impact the Contact Center.
  • Hire and train qualified staff. Evaluate and coach staff on member service, manage performance for continuous improvement. Assign goals and objectives to staff, report monthly productivity and efficiency results to staff and management. Support a positive environment of productive teamwork and collaboration. Partner with HR and management on employee matters as appropriate.
  • Maintain thorough knowledge of product and service programs, policies, procedures and regulatory requirements, demonstrating a commitment to professional ethics and complying with all Federal and State requirements.
  • Well-developed analytical skills and highly effective project and time management skills.
  • Proficient with Microsoft Office Suite, including Excel and Word
  • Ability to conduct needs assessments, identify problems, develop solutions and take appropriate course of action.
  • Ability to manage a high volume, high performance, member-driven centralized call center environment using initiative and strong organizational skills.
  • Ability to develop well supported recommendations for policy and procedures which enhance the member experience and program success is desired.
  • Well-developed interpersonal, communication, and member service delivery and service recovery skills.
  • Demonstrated proficiency in change management and the ability to inspire others to develop and grow their skills during times of uncertainty.
  • Ability to handle complex member account analysis and decisions that fall outside of standard models, making sound override and exception decisions.
  • Excellent written and verbal (face-to-face and phone) communication and negotiation skills including professional grammar and demeanor.
  • Strong analytical and effective time management skills with attention to detail, planning, prioritization and follow-up.
  • Proficient with Microsoft Office, including Excel and Word
  • Other duties as assigned