The Contact Center Manager manages the day-to-day operations of the Contact Center, which includes performing in-depth analysis of staffing needs, reviewing complex transactions, resolving member issues, managing employee conflict, and developing trend analysis regarding member demands. Incumbent will be responsible for developing and leading all Contact Center employees to obtain individual, department and organizational growth goals while delivering an exceptional member experience. Maintains ... more details
At VyStar, we offer competitive pay, an excellent benefit package that includes a 401(k) Plan, an extensive paid technical and on-the-job training program, and tuition reimbursement--available to all full and part time employees. Part time positions start at a minimum of 30 hours per week.
We encourage you to become a part of VyStar Credit Union's family of employees.
Contact Center Manager
ACCOUNTABILITY STATEMENT
The Contact Center Manager manages the day-to-day operations of the Contact Center, which includes performing in-depth analysis of staffing needs, reviewing complex transactions, resolving member issues, managing employee conflict, and developing trend analysis regarding member demands. Incumbent will be responsible for developing and leading all Contact Center employees to obtain individual, department and organizational growth goals while delivering an exceptional member experience. Maintains a high level of participation within VyStar’ s Leadership team and promotes reinforcement and support of decisions rendered by the Credit Union and/or management.
ESSENTIAL RESPONSIBILITIES
Leads and directs up to 10 direct reports (employees) and up to 150 indirect reports.
Selects top talent for the Contact Center and partners with HR, and training staff to ensure proper training.
Monitors and evaluates employees job performance for talent pool and career progression.
Drive employee morale and engagement creating a positive work environment.
Coordinate with The Enterprise Engagement staff to monitor and track employee engagement scores for continuous improvement.
Ensure quality controls are in place to actively monitor loan origination and cross-selling opportunities for Contact Center Representatives.
Involved in the escalation process for loan appeals and expedites appropriate recommendations to the Centralized Lending department for final decisioning.
Analyzes and reviews loans to identify trends and recommends training for employees as needed. Evaluates trends and monitors member behaviors to identify opportunities and solutions for both the member and the Credit Union.
Encourages the professional expression of varied ideas and viewpoints and creates an environment where individual differences are valued and respected.
Monitors adherence to lending policies, regulations, and service level standards. Provides monthly reports encompassing each of these items to Senior Management.
Ensures all regulatory changes or additions are implemented in the department on time and all staff is trained.
Assists in the development of new products, policies and resulting technology changes.
Coordinates with Assistant Managers to ensure schedule adherence. Manages ASA, AHT, ACW, abandoned rate and service level ratios along with other important measurement standards to meet business objectives.
Actively involved in a civic organization and volunteer for a non-profit community project that assists the enhancement of our community in which VyStar operates yearly.
Actively involved in at least one function that enhances the image of VyStar or the credit union movement within the local, state, or national political arena.
Performs other duties as assigned.
Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job:
Focus Focus your full attention by carefully listening to and observing your client or member.
Connect Consistently be friendly and approachable. Demonstrate you care.
Understand Listen empathetically and ask questions. (70%/30%)
Counsel Recommend solutions based on your client’s or member’s needs and objectives.
Advance Ensure that member's expectations were exceeded. Verify necessary follow-up action.
JOB QUALIFICATIONS
EDUCATION
EXPERIENCE
5+ years of progressive management experience in a financial institution or similar industry is required, preferably in a high-volume contact center.
Experience leading a team of supervisors or managers with direct reports is preferred.
Prior experience in a Contact Center management role, including but not limited to credit scoring methodologies, underwriting, automated lending systems, and trend analysis preferred.
KNOWLEDGE, SKILLS & ABILITIES
Working knowledge of Contact Center operations, job functions within a Contact Center, and prior experience with Contact Center related management systems and scheduling forecasting systems.
Must be knowledgeable of leading-edge contact center communications systems, and thoroughly understand the economic impact contact centers have on financial success of organizations.
Must be able to work in a team environment, handle member complaints, exercise sound judgment, evaluate complex technical information, and make and communicate decisions effectively, all while maintaining a congenial attitude in dealing with all related stakeholders.
Must have strong proven leadership, analytical, organizational, problem solving, communication and time management skills.
Assuming the above minimum experience, the incumbent would need six months to become functional in the position.
Must be PC literate. Knowledge of MS Office (Word, Excel, etc.) is preferred.
DISCLAIMERS AND WORK ENVIRONMENT
Nothing in this position description is an implied contract for employment. The position description is intended to be an accurate account of the essential functions. The functions are not all encompassing and are subject to change at any time by management.
The work environment characteristics described are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
As required or requested, may exert up to 20 pounds of force occasionally and/or a negligible amount of force constantly to lift, carry, push, pull or otherwise move objects.
VyStar Credit Union is not seeking outside assistance or accepting unsolicited resumes from staffing agencies or search firms for employment or contractor opportunities. Any resumes submitted by an outside vendor to any employee at VyStar via e-mail, internet, or directly to hiring managers without a valid written search agreement with the Talent Acquisition / HR department will be deemed the sole property of VyStar Credit Union.
No placement fee will be paid if a candidate is hired as a result of the referral, or through other means.
Thank you for your inquiry regarding our current job opening. Your resume will be carefully reviewed against the position requirements. Should your experience and skills match, you will be contacted by one of our Human Resources department staff members.
Thank you again for your interest in this position!
VyStar Credit Union Human Resources
