Description

Take a leap and join our team!

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it is how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And you can rest assured that your wellbeing and prosperity are our priority.

Get to know us: About-Gesa Credit Union

Role Summary:

The Member Contact Center (MCC) Manager/Team Leader is an advocate for the member in support of organizational and department goals. The MCC Manager/Team Leader serves members by planning and implementing contact center strategies and operations, improving systems and processes, and managing the staff. Priorities include ensuring exceptional member service via the phone and digital channels while complying with the credit union’s policies and regulations.

What You Will Be Doing:

1. Oversees daily operations of multi-location, 24/7 contact center by ensuring performance metrics are met (service levels, quality monitoring, net promoter scores, abandon rates, team member engagement, and KPIs).
2. Responsible for hiring, training, developing, and evaluating employee performance within the department. Recommends promotions/transfers and salary adjustments.
3. Determines contact center strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis.
4. Promotes and supports the Digital Strategy of the organization.
5. Stays abreast of new technologies or systems to optimize efficiencies within the MCC.
6. Minimizes risk to the Credit Union and the membership.
7. Ensures staff schedules are optimized by evaluating volume, trends, and makes recommendations based on data analysis.
8. Collaborates with internal business partners and maintains relationships with vendors to advocate for contact center operations requirements.
9. In collaboration with the Learning and Development team, develop and oversee ongoing training and development program.
10. Provides solutions for complex inquiries handles escalated member concerns and escalates timely.
11. Mentors Supervisors to develop their leadership skills and fosters the Credit Union’s culture.
12. Develops and helps implement strategies and tactics from the Credit Union Strategic Plan and departmental Business Plan.
13. Performs other duties as assigned.

About You:

1. Member and Relationship-Centered
2. Collaborative and Empowering
3. Continuously Develops
4. Accountable for Results
5. Innovative
6. Change Management
7. Analytical Thinking
8. Forward Thinking
9. Time Management
10. Results Orientation

Leadership Core Competencies

Leaders at Gesa Credit Union are lifelong learners who, by developing themselves, are better able to grow our team members and our organization as well as serve as influential role models for each other. We believe that every team leader, no matter their position or years of experience, must model and continue to strengthen these competencies which are foundational to our view of leadership and support the achievement of our strategic goals.

• Leading Others
• Developing Others
• Emotional Intelligence
• Social Responsibility
• Performance & Results Orientation

Qualifications

What You Will Need:

1. Four-year college degree or completion of a specialized course of study at a business or trade school. Degree preferred.
2. 4 years of experience in a management role within a contact center environment.
3. 2 years of financial institution background, Credit Union preferred.
4. Strong attention to detail and accuracy with numbers is required.
5. Proven proficiency with MS Office Suites (Word, Outlook, and Excel) required.
6. Excellent written and verbal communication skills.

Our Team Member Value Proposition:

In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:

• Competitive Pay
• Medical, Dental, Vision, and Life Insurance
• 20 days/year accrual of Paid Time Off – Plus 10 Paid Holidays!
• 401(k) Match
• Incentive Program
• Tuition Assistance and Student Loan Repayment
• Commuter Benefits
• Paid Time Off to Volunteer in the Community
• Product discounts
• Engaging Work Environment
• Rewards and Recognition Programs

Salary Range:

$68,048.63-$102,072.94

Get wise to what is possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment credit/background check.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.

Equal Employment Opportunity (gesa.com)