Video Contact Center Manager
Pioneer Federal Credit Union
Contact: Melissa Schultz
Phone: (208) 587-3304
This position is responsible for managing, motivating, coaching and supporting Personal Video Team Members. Also responsible for achieving team goals and growth objectives related to member growth and retention, deposits, loans, and product or service solutions. The Contact Center Manager – Video will ensure that members are being greeted and provided “WOW” service promptly and professionally. The Personal Video Manager would direct and coordinate the activities of the video team in the Credit Union facility to make sure the video branch meets organizational, financial, operational, service, and growth goals.
This position is responsible for supervising video branch operations on a day-to-day basis and maintaining a line of communication with the Contact Center Regional Manager on any pertinent items. Also ensures that all established policies and procedures are followed. The Contact Center Manager – Video trains, directs, and proactively manages all video team members. Conducts interviews and hiring practices according to
Pioneer’s standards. Maintains a professional business appearance, and continually delivers Pioneer’s brand through service, appearance, and attention to their team members’ delivery across the video platforms.
This position works flexible shifts to accommodate the extended operating hours of the credit union. Must be proficient with Pioneer’s digital channels to include, but not limited to Pioneer’s website, home banking, mobile banking, and Remote Deposit Capture products. Prepares video department reports, communicates trends to Contact Center Regional Manager, and ensures that member experience metrics are in place and monitored.
Interested in Applying? Apply Here.
Experience: Minimum of 1 year of similar or related experience.
Education: Equivalent to a college degree (BS or BA in a relevant field).
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: This position requires excellent public relations skills, knowledge of Credit Union services and products, organizational skills to ensure the proper recording and dissemination of required information. Efficiency and accuracy, as well as professionalism in communication, is vital to the successful execution of this position. Comfortable with technology, process good verbal and written communication skills, and be comfortable delivering member service and solving member concerns over video. Responsible for offering digital services for member’s convenience.
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.