10 Call Center Manager (Member Experience Manager) Jobs in Hawthorne, CA
SkyOne Federal Credit Union is Hiring a Call Center Manager (Member Experience Manager) Near Hawthorne, CA
Call center hours:
Monday to Friday 7:00 AM - 5:00 PM PST
Saturday 9:00 AM - 2:00 PM PST
Responsibilities:
- Lead and manage a team of call center representatives and an online chat team, including hiring, training, coaching, and performance management.
- Develop and implement strategies to optimize call center performance, including setting and achieving key performance indicators (KPIs) related to member satisfaction, call resolution, and service levels.
- Monitor and analyze call center and digital chat metrics and KPIs, such as call volume, response times, member satisfaction, and first-call resolution rates.
- Identify areas for improvement and implement solutions to enhance service quality and member experience.
- Handle escalated member inquiries and complaints, resolving issues promptly and effectively.
- Stay informed about industry trends, regulatory requirements, and best practices in call center and digital member service credit union operations.
- Minimum of 2 years of experience in call center and online chat team management, preferably in the credit union or banking industry.
- Strong knowledge and understanding of credit union products, services, and industry regulations.
- Excellent leadership and team-building skills, with a proven ability to motivate and inspire others to achieve goals.
- Exceptional communication and interpersonal skills, with the ability to interact effectively with members, employees, and senior management.
- Proficiency in call center and digital channel technology and software.
- Strong analytical and problem-solving abilities, with a focus on continuous improvement and innovation.
We understand that it's our employees that make us great, and we treat them as our greatest asset, with comprehensive and competitive compensation and benefits package that includes:
- Health, dental, and vision plans to take care of you and your family's healthcare needs.
- 401(k) plan to help you plan for retirement.
- Life insurance to protect your loved ones in case of the unexpected.
- An Education Reimbursement Program to help you achieve your personal development goals.
- A generous Paid Time Off (PTO) Plan because you deserve a vacation for your hard work!
- Paid holidays so you can celebrate our nation's holidays just as our members would.
- An Employee Financial Benefits Program designed to improve your financial life and prepare you to meet the needs of our members more effectively.
We are proud to be an Equal Opportunity Employer.
Job Summary
Full Time
$89k-125k (estimate)
04/30/2024
05/18/2024
skyone.org
HAWTHORNE, CA
50 - 100
1949
EILEEN C RIVERA
$10M - $50M
Banking
Related Companies
About SkyOne Federal Credit Union
You work hard transporting America safely through the skies. We work hard to provide you financial peace of mind. What makes us stand out among financial institutions? We have over 60 years of serving the air transportation industry, and we understand the specific financial needs of our members. Thats why we exist. We embrace the latest technological innovations to offer the highest level of secure, 24/7 account access services available today. Think of it as the best of both worlds exceptional financial services matched with the sense of community and tradition that makes us unique. That mea...ns you can rely on us to support all aspects of your financial world, from personal checking to mortgages. Federally insured by NCUA. Equal Housing Lender. Non-deposit investment products and services are offered through CUSO Financial Services, L.P. (CFS), a registered broker-dealer (Member FINRA www.finra.org /SIPC www.sipc.org ) and SEC Registered Investment Advisor. Products offered through CFS: are not NCUA/NCUSIF or otherwise federally insured, are not guarantees or obligations of the credit union, and may involve investment risk including possible loss of principal. Investment Representatives are registered through CFS. SkyOne has contracted with CFS to make non-deposit investment products and services available to credit union members. Investment representatives at SkyOne are licensed to transact securities business in California. For more information concerning CFS or its representative(s) associated with this site, please review FINRA Broker Check by accessing the following link and typing in the firm / representative information in the search field. http://brokercheck.finra.org/Search/Search.aspx
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The following is the career advancement route for Call Center Manager (Member Experience Manager) positions, which can be used as a reference in future career path planning. As a Call Center Manager (Member Experience 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 Call Center Manager (Member Experience Manager). You can explore the career advancement for a Call Center Manager (Member Experience Manager) below and select your interested title to get hiring information.
If you are interested in becoming a Call Center Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Call Center Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Call Center Manager job description and responsibilities
Due to their managerial position, Call Center Managers complete many tasks contributing to their supervisory role.
04/18/2022: Santa Ana, CA
Call center managers will be directly responsible for hiring, training and motivating call center representatives.
03/06/2022: Dayton, OH
Motivating and guiding team members on navigating difficult customer calls.
03/22/2022: Huntington, NY
Call center managers hire, train, prepare, and motivate their staff members to provide excellent service to customers.
03/17/2022: Cleveland, OH
They develop objectives for a call center’s day-to-day operations and analyze call center statistics (like sales rates and customer service metrics) to ensure that these objectives are met.
04/12/2022: Nashville, TN
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Call Center Manager jobs
Some call center managers can also work toward sales and team leadership certifications.
02/25/2022: Buffalo, NY
Educational requirements to become a call center manager vary by employer.
02/23/2022: Alamogordo, NM
Any call center manager will receive on-the-job training.
03/11/2022: Longview, TX
Be a social leader to foster optimism and promote culture change.
04/17/2022: Albany, NY
Focus on agent engagement and retention.
02/06/2022: Albany, GA
Step 3: View the best colleges and universities for Call Center Manager.
