Description

The Call Center Manager leads all aspects of the operations, leadership, and functionality within Texans Credit Union’s inbound call center. The call center also owns key areas of the Credit Union’s business including the growing digital channels of online chat, text, video engagements, and ITM interactions. Maintaining high levels of member satisfaction and employee performance are critical. The leader must be passionate about high-quality, personalized service, efficient operations, and high functioning systems. Qualified candidates will have a strong hands-on approach to people leadership and improving process efficiencies, with a background in call center leadership required, and a preference for that experience being at a financial institution. “Member Connect” is the name of our call center and support services area because we strive to make a connection on every call and interaction. 

This position is eligible for a hybrid remote schedule. This means that a portion of the role is required to be completed onsite weekly at our Richardson, TX office.

Major Duties and Essential Functions

• Hire, assess, coach, and develop high performing teams to ensure consistency and uniformity in providing excellent member service, achieving sales goals, and ensuring an operationally and regulatory compliant department.
• Ensure highly efficient delivery service from the team to the members through enhanced systems, streamlining policies/procedures, and performance management, etc.
• Build and maintain strong internal relationships with district and branch managers, the centralized sales team, card and fraud services, marketing, and lending – to ensure the team is constantly educated about the latest products, services, and initiatives so that member information is accurate. 
• Review and evaluate reports of the team’s activities, including call statistics, staffing, productivity, schedule adherence, and paperwork/procedure audits to meet credit union performance objectives. Leverage management tools and reports to analyze, identify and strategically address trends. 
• Ensure proper scheduling based on quarterly call projections. 
• Ensure compliance with state and federal regulations in all department policies and procedures. Ensure that credit union policies and standard operating procedures are consistently applied by all.
• Promote a sales and service culture and ensure that the staff receives proper training to ask open-ended questions and identify needs during member engagements so that appropriate products can be recommended. 
• Provide direction and effectively lead by example to ensure that department and staff are meeting the stated business objectives on a timely basis, with excellent quality levels.
• Establish and maintain significant subject matter expertise on the phone system platform, and other communication tools – seek out improvements and work with vendors to use systems in most effective manner to meet Texans’ strategic business needs. 
• Responsible for the development and management of staff by ensuring performance management and accountability is achieved through one-on-ones and objective goal setting that measure quantity and quality with set timelines for completion.

Positions directly supervised:

• Member Connect Team (Call Center) Supervisors

Requirements

Specific knowledge, skills, and abilities required for this position:

• Position requires an in-depth knowledge of retail policies and procedures in order to utilize good judgment in making sound decisions, usually acquired with at least five years of retail banking management experience. 
• Position requires the ability to establish self as a leader, to not only perform in a leadership role, and be recognized by others as a leader. 
• Must be able to work in a team environment with the ability to interact with subordinates, peers, and upper management in a positive manner. Proven leadership skills in creating an environment where employees are excited, engaged, and capable of delivering exceptional performance.
• Work requires the ability to multi-task and be flexible. Proven communication and diplomacy skills to work cross-functionally to influence others, drive results/change, and implement new processes & procedures.
• Strong analytical and quantitative capabilities to assess and drive process improvement.
• Demonstrated ability to investigate and solve complex problems.
• Proven ability to achieve service and sales results.
• Strong PC skills in Microsoft Office (Word, Excel, Outlook, PowerPoint, and SharePoint) and specific knowledge of systems and applications used to support a call center environment (CMS Supervisor, Cisco, Zoom, Nice, IEX etc.)

Education: Minimum of high school diploma or equivalent; college degree preferred.

Experience: 4-6 years of related experience in leadership of inbound call center environment – with experience in a financial institution (banking or lending) preferred.