Member Experience Call Center Manager

Description Lead with Impact at Atlantic Federal Credit Union If youre a natural leader who loves developing people and optimizing processes to create an extraordinary member experience, we want to meet you. Were looking for a Member Experience Manager who thrives on building high-performing teams and creating exceptional experiences across multiple channelsphone, email, and online.

If you have a passion for leadership, enjoy mentoring, and are driven by a culture of excellence, this is the opportunity for you. What Youll Do: Shape the Future of Atlantics Member Experience:

Lead a team of dedicated Member Experience Specialists, driving high standards for service delivery and continuously improving processes to align with our strategic vision. Be a Mentor and Leader: Your leadership will ensure every team member has the tools, guidance, and coaching they need to succeed.

Through one-on-one mentoring, performance feedback, and development plans, you'll empower your team to reach their full potential. Own the Process: Youll be responsible for maintaining and refining our standardized processes, making sure members receive prompt, friendly, and solution-oriented service.

Data-Driven Decision Making: Dive into analytics and reports to monitor team performance, service quality, and operational efficiency. Youll prepare regular updates for leadership and find insights that help us continuously improve.

Resolve Complex Issues: As the go-to for resolving escalated concerns, your problem-solving skills will be key in ensuring members needs are met quickly and professionally. Build and Maintain Relationships:

Work closely with internal teams, creating a collaborative and trusting environment, while also fostering strong connections with our members. What We Offer: Career Growth:

We believe in nurturing talent. Youll have opportunities to grow within our organization, backed by the resources you need to thrive. A Supportive Culture:

Were all about high support and high achievement. Youll be part of a team that values trust, communication, and shared success. Make an Impact:

Your work will directly influence the experience of our members and contribute to the success of the entire organization. Competitive Compensation & Benefits: From salary adjustments to performance bonuses, we reward our employees for their hard work and dedication.

Atlantic is an Equal Opportunity Employer Requirements Three to five years of similar or related experience A proven track record in leading service-focused teams, preferably within a financial institution, call center, or customer service environment. The ability to manage people with a balance of empathy and accountability. Strong analytical skills to interpret reports and metrics, using this data to inform strategy and enhance service delivery.

A knack for turning feedback into actionable coaching moments that help individuals grow. A collaborative mindsetworking well with HR, department managers, senior leadership, and your team to meet company goals. J-18808-Ljbffr