9 Contact Center Manager Jobs in Liberty, NC
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Contact Center Manager
$76k-107k (estimate)
Full Time
2 Months Ago
Fort Liberty Federal Credit Union is Hiring a Contact Center Manager Near Liberty, NC
Contact Center Manager
Purpose:
Provides quality sales and service to members through effective, efficient, and motivational leadership for the Contact Center's employees. Responsible for supervising, planning, organizing, coordinating, coaching, and managing all aspects of the Contact Center to ensure achieving goals and objectives. Coordinates with SVP Member to ensure staff is trained and adheres to all policies and procedures.
Primary Duties and Responsibilities:
- Responsible for sales, service, and operations of the Contact Center.
- Effectively leads staff to achieve stated duties, assignments, and department goals while supporting the Credit Union's mission.
- Serves as a primary escalation point for resolving member issues related to products and services.
- Effectively leads the sales function of the contact center and ensures staff achieves stated duties and goals. Motivates and trains staff to cross-sell products and services based on member needs.
- Ensures adequate staffing and schedule adherence to handle the calls, digital, and chat volume within service standards.
- Participates in recruiting, interviewing, and hiring of contact center staff.
- Provides sufficient staff training and ensures performance of job duties according to expectations, policies, and procedures.
- Regularly observes and scores staff performance through side-by-side and recorded evaluations. Provides appropriate coaching and initiates corrective action as necessary.
- Evaluate performance with key metrics (call waiting, not-ready-time, on-hold time, etc.)
- Effectively supervises and directs staff and/or resources to meet department goals.
- Maintains sufficient knowledge of and complies with organizational policies.
- Prepares performance reports by collecting, analyzing, and summarizing data and trends. Determines and takes appropriate action when needed.
- Evaluate and complete performance evaluations.
- Responsible for creating job aids pertaining to the contact center.
- recognizing the need for and development of new services or changes in existing services.
Other Duties and Responsibilities:
- Participates and contributes toward identifying and evaluating state-of-the-art technologies that support and/or improve member experience.
- Contributes to the development and implementation of organizational strategic plans.
- Maintains professional and technical knowledge of emerging trends in Contact Center operations by attending educational workshops, reviewing professional publications, and participating in professional societies.
- Performs other functions as required by management
Minimum Qualifications:
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty. The requirements listed below are representative of the minimum level of knowledge, skills, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.
Education and Training:
- 2-year college degree or completion of specialized courses at a business or trade school.
- On an annual basis, is required to complete mandatory Bank Secrecy Act, OFAC, and Red Flag Identity Theft training.
Prior Experience:
- 5 years of Credit Union or Banking experience with at least 2 years of supervisory or management experience, preferably in a financial institution's contact center.
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 Special Skills and Abilities:
- Strong verbal and written communication skills with the ability to communicate effectively with all levels of the organization.
- Positive and patient individual.
- Ability to resolve and de-escalate member product and service-related issues.
- Proficient in all aspects of CU operations, products, and services.
- Working knowledge of NCUA and other applicable federal/state regulations.
Physical Demands:
The need for physical stamina is low to moderate.
Working Conditions:
Minimal adverse working conditions. Some fluctuations in temperature experienced in office setting. May need to work beyond normal working hours, pending organization needs.Job Summary
JOB TYPE
Full Time
SALARY
$76k-107k (estimate)
POST DATE
04/17/2024
EXPIRATION DATE
06/15/2024
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The following is the career advancement route for Contact Center Manager positions, which can be used as a reference in future career path planning. As a Contact Center Manager, it can be promoted into senior positions as a Contact Center Senior Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Contact Center Manager. You can explore the career advancement for a Contact Center Manager below and select your interested title to get hiring information.
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