Manager, Call Center (On-Site)

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Job Type

Full-time

Description

Great Lakes Credit Union is Hiring GREAT people for our GREAT team!

Do you enjoy customer interaction and relationship building?

WE WANT YOU ON OUR TEAM!

Position Overview

Reporting directly to and under the supervision of the Sr Manager, Contact Center, the Call Center Manager's primary purpose is to assist Great Lakes Credit Union to live out our Vision, "To be the members' trusted financial partner ". Responsible for ensuring that outstanding service is delivered to both internal and external members, in alignment with our Service Promise.

The Call Center Manager is primarily responsible for managing staff and business activities of the Member Contact Center Department. Demonstrates and reinforces a sense of urgency and commitment to providing excellent products and services to members in fulfillment of GLCU corporate goals and ensuring the call center meets or exceeds its Service Level Agreements (SLAs). The Manager, Call Center is responsible for developing staff to enhance accuracy, timeliness, and sales/service of the call center. Also responsible for maintaining a work environment conducive to teamwork and a high level of performance and productivity, which includes demonstrating and encouraging positive working relationships which promotes member service.

As a Manager, Call Center your duties will be:

• Ensure that employees have the necessary tools, materials, and training to successfully perform in their positions. Assign work and reviews, observes and/or audits work to assess department and employee performance. Coach employees on a regular basis to ensure they clearly understand the performance standards for their position and understand whether they are meeting these standards. Take all appropriate actions to ensure performance expectations are meet or exceeded.

• Promote an environment where the staff is empowered to perform first-call resolutions. Encourage staff to seek options for our members, enhancing the call/contact experience throughout all channels (voice, chat, email, or video).

• Support and promote a service and sales driven culture.

• Direct the operations and sales of the Member Contact Center. Works closely with the Call Center Operations Specialist to ensure the completion of all operational processes. Complete monthly call volume tracking and reporting.

• Ensure Department opens for daily operations and is balanced and secured each business day.

• Manage staffing levels and provides input to the Call Center Operations Specialist for the completion of schedules. Determines if adjustments are needed to the daily scheduling based on call volume activity.

• Review timecards for adherence and approves time off requests.

• Perform duties as may be required by Call Center Service Representative, Call Center Operations Specialist and/or E-Comm Specialist.

• Ensure security and maintenance of the Department assets including property, equipment, records and negotiable instruments and maintains accurate records.

• Exercise discretion and independent judgment in interpreting policies and procedures, making exceptions as required. Resolve member complaints, tactfully explaining specific policies and procedures. Ensure appropriate handling of member escalations. Proactively suggests improvements to the overall member experience.

• Participate in community activities and fosters an environment of volunteerism to our local community organizations.

• Participate on team projects as necessary.

• Supervise our relationship with our Overflow Vendors, acts as our liaison and commits to sharing information with Senior Management to enhance the member experience.

• Perform monthly Quality Assurance reviews. Identify gaps within our service delivery and coach staff on ways to deliver exceptional service.

• Champion our employee recognition programs. Identify opportunities to promote engagement within our department and beyond.

• Build trust amongst peers and staff members. Collaborate with other cross functional departments.

• Monitor staff referrals and sales performance. Coach for improvement and understanding of our products and services.

• Identify gaps in training and processes. Shares feedback and improvement ideas with Senior Management and Organizational Development. Partner with the Call Center Trainer to help train and develop staff.

• Ensure that employees remain in compliance with all applicable federal and state laws, rules and regulations.

• Ensure that employees adhere to all GLCU department guidelines, policies, and procedures.

Requirements

• Proficiency in Microsoft Office especially in Excel, Word, and PowerPoint

• 2 - 3 years' experience with digital banking channels (online account opening, online and mobile banking, e-payment etc.) preferred

• Strong research, analytical, planning, and organizational skills with a problem-solving attitude.

• 1-2 years' experience with managing and leading a team

• Contact Center / Call Center experience preferred

• Excellent verbal and written communication skills to keep clients continuously informed of status or problems in a timely manner to stakeholders via appropriate channels (phone, video, email, etc.).

Location:

GLCU Encurage Financial Bryn Mawr

8430 W Bryn Mawr Ave, Chicago, IL 60631

To learn more about our mission, company culture, and community impact please visit our YouTube channel and Newsroom below:

GLCU YouTube Channel

GLCU NEWSROOM

We're the total package!

To view our GREAT Benefits please contact our HR Team

Great Lakes Credit Union is proud to be an Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.

Salary Description

Pay Grade 12; Starting at $71,718.00 Annually