What are the responsibilities and job description for the Contact Center Sales Manager position at Kalsee Credit Union?
Description
The Contact Center Sales Manager is a leadership role responsible for overseeing the daily operations and performance of a Contact Center team focused on lending, sales, and member relationship building activities. This role ensures that services standards are met, sales goals are achieved, and compliance with Federal, State, and Kalsee lending regulations are maintained. The Contact Center Sales Manager develops and implements strategies to improve sales while providing leadership, coaching, and strategic direction to drive a high-performance culture within the department.
- Coach, develop, and lead Member Relationship Officer (MRO) team members.
- Lead the MRO teams to consistently meet established sales goals, and satisfaction ratings through ongoing training, regular performance reviews, and monthly coaching meetings
- Oversee daily Contact Center lending and sales operations, ensuring smooth workflow and adherence to service standards
- Monitor and analyze KPIs to assess team performance and implement improvements
- Develop and implement Contact Center sales strategies aligned with organizational goals
- Ensure prompt, professional, and empathetic handling of member inquiries and escalations.
- Identify inefficiencies and recommend technology solutions or process changes within lending or other sales processes
- Develop and maintain standard operation procedures (SOPs) for consistent service delivery
- Work with third party vendors to ensure optimal system up time and quickly resolve any disturbance in services
- Lead initiatives to streamline workflows and reduce booking times
- Prepare and present performance reports and operational insights to senior leadership
- Work closely with other departments such as underwriting, marketing, and IT to align Contact Center operations with organizational objectives
- Foster a positive organization culture that promotes diversity, equity, and inclusion and promote engagement based on the GALLUP definition and measurement for employee engagement
- Review all activities for compliance with Bank Secrecy Act/ Anti-Money Laundering/ Office of Foreign Assets Control regulations and participate in annual training as required by the BSA/OFAC Compliance Officer.
- Perform other related duties as assigned.
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Requirements
- High School Diploma or equivalent required, Bachelors Degree preferred
- Minimum 5 years successful sales experience preferred
- Minimum 3 years of lending experience preferred
- Minimum 2 years of leadership experience preferred
- Strong ability to lead, inspire, and develop teams in a high-pressure environment
- Deep commitment to delivering exceptional member service
- Excellent verbal and written communications skills
- Experience delivering presentations and reports to various audiences
- Proficiency in interpreting data to monitor performance and inform decision-making
- Familiarity with Contact Center software with ability to adapt and leverage new technologies
- Proactive in identifying opportunities for growth and improvement
- Ability to prioritize tasks and projects simultaneously
- High level of empathy and emotional resilience to handle challenging situations and guide teams effectively