Current jobs related to Contact Center Manager - Doral, Florida - Educational Federal Credit Union

  • Senior Contact Center Voice Solutions Architect

    5 days ago

    Doral, Florida, United States Carnival Corporation & plc Full time

    About the RoleWe are seeking a highly skilled Senior Contact Center Voice Solutions Architect to join our team at Carnival Corporation & plc. As a key member of our IT department, you will be responsible for designing and implementing enterprise-class SaaS/CCaaS solutions for our Contact Center.Key ResponsibilitiesDesign and develop detailed solution designs...

  • Call Center Sales Manager with Travel Industry Expertise

    2 weeks ago

    Doral, Florida, United States International Voyager CruiseDirect Full time

    About the Company:International Voyager / CruiseDirect is a leading provider of award-winning travel services, offering responsive and hassle-free vacation planning for global travelers. With over 15 years of experience, we have served over 33 million visitors and 500,000 clients, inspiring bucket lists, family reunions, honeymoons, and dream vacations. Our...

  • RN Transfer Center Specialist

    6 days ago

    Doral, Florida, United States Nicklaus Children's Health System Full time

    Job SummaryWe are seeking a skilled RN to join our Transfer Center team at Nicklaus Children's Health System. As a Transfer Center Nurse Coordinator, you will play a critical role in facilitating hospital-to-hospital transfers while adhering to EMTALA guidelines.Key ResponsibilitiesCollaborate with physicians, hospital staff, and patients/families to ensure...

  • Operations Manager

    2 weeks ago

    Doral, Florida, United States Ascendo Resources Full time

    Job Title: Service Center Operations ManagerLocation: DoralCompany Overview: Ascendo Resources is a leading company committed to delivering top-quality services to our clients. We pride ourselves on our dedication to customer satisfaction and operational excellence. We offer a dynamic and supportive work environment where your skills will be valued, and your...

  • Contract Manager

    1 week ago

    Doral, Florida, United States My Florida Corp Defunct Full time

    Job Title: Contract ManagerMy Florida Corp Defunct is seeking a highly skilled Contract Manager to join our team. As a Contract Manager, you will be responsible for managing contracts with service providers, ensuring positive provider relations, and resolving issues in a timely and effective manner.Key Responsibilities:Serve as single point of contact with...

  • Adjunct Lecturer in Center for Excellence in Writing

    3 weeks ago

    Doral, Florida, United States Florida International University Full time

    **Job Summary**The Center for Excellence in Writing at Florida International University is seeking adjunct instructors to provide writing support to students in a variety of formats, including in-person and online tutoring. As an adjunct lecturer, you will play a critical role in helping students develop their writing skills and achieve academic success.Key...

  • Contract Manager

    1 week ago

    Doral, Florida, United States State of Florida Full time

    Job Title: Contract ManagerThe State of Florida is seeking a highly skilled Contract Manager to join our team in the Office of Substance Abuse and Mental Health (SAMH). As a key member of our team, you will be responsible for managing multiple contracts and grant agreements, ensuring compliance with state and federal laws, rules, and regulations.Key...

  • Network Operations Center Analyst

    3 days ago

    Doral, Florida, United States Stand 8 Full time

    Job Title: Network Operations Center AnalystWe are seeking a skilled and motivated Network Operations Center (NOC) Analyst to oversee the configuration, layout, and maintenance of our entire network.Key Responsibilities:Plan, validate, and deploy network corrective measures as needed.Provide network troubleshooting documentation and run books for the...

  • Senior Manager, Facilities Operations

    1 week ago

    Doral, Florida, United States University of Miami Full time

    Job SummaryWe are seeking a highly skilled and experienced Senior Manager, Facilities Operations to join our team at the University of Miami. This is a full-time position that will be responsible for administering leadership for various projects, programs, and assigned departments.Key ResponsibilitiesOversee maintenance mechanics, contractors, and other...

  • RN Transfer Center Specialist

    5 days ago

    Doral, Florida, United States Mastersofpediatrics Full time

    Job SummaryAs a RN Transfer Center Specialist at Mastersofpediatrics, you will play a critical role in facilitating hospital-to-hospital transfers while adhering to EMTALA guidelines. You will collaborate with physicians, hospital staff, and patients/families to ensure seamless transitions of care. Your expertise will be essential in standardizing the...

  • Facilities Operations Manager

    1 week ago

    Doral, Florida, United States Belleville News-Democrat Full time

    Job SummaryFlorida International University is seeking a highly skilled and experienced professional to oversee the operations of the Wolfe University Center and support other facilities within the Division of Academic and Student Affairs at the Biscayne Bay Campus.Key ResponsibilitiesManage and coordinate activities associated with the physical,...

  • Facilities Operations Manager

    1 week ago

    Doral, Florida, United States Daily Progress Full time

    Job SummaryWe are seeking a highly skilled and experienced Facilities Operations Manager to oversee the operations of the Wolfe University Center and support other facilities within the Division of Academic and Student Affairs at the Biscayne Bay Campus.Key ResponsibilitiesManage, plan, and coordinate activities associated with the physical, environmental,...

  • Facilities Operations Manager

    1 week ago

    Doral, Florida, United States Kansas City International Full time

    Job SummaryAs the Assistant Director of Student Centers Facilities Operation, you will oversee the daily operations of the Wolfe University Center and support other facilities within the Division of Academic and Student Affairs. Your responsibilities will include managing, planning, and coordinating activities associated with the physical, environmental, and...

  • Facilities Operations Manager

    1 week ago

    Doral, Florida, United States Tri-City Herald Full time

    Job SummaryFlorida International University is seeking a highly skilled Facilities Operations Manager to oversee the operations of the Wolfe University Center and support other facilities within the Division of Academic and Student Affairs at the Biscayne Bay Campus.Key ResponsibilitiesManage, plan, and coordinate activities associated with the physical,...

  • Facilities Operations Manager

    1 week ago

    Doral, Florida, United States Tacoma News, Inc. Full time

    Job SummaryFlorida International University is seeking a highly skilled and experienced professional to oversee the operations of the Wolfe University Center and support other facilities within the Division of Academic and Student Affairs at the Biscayne Bay Campus.Key ResponsibilitiesManage and coordinate activities associated with the physical,...

  • Facilities Operations Manager

    1 week ago

    Doral, Florida, United States Belleville News-Democrat Full time

    Job SummaryWe are seeking a highly skilled and experienced professional to oversee the operations of the Wolfe University Center and support other facilities within the Division of Academic and Student Affairs at the Biscayne Bay Campus.Key ResponsibilitiesManage, plan, and coordinate activities associated with the physical, environmental, and security...

  • Lead Program Manager

    4 weeks ago

    Doral, Florida, United States SAIC Full time

    Position OverviewSAIC is seeking a Senior Program Manager with active TS/SCI eligibility and a robust background in program oversight to enhance our dedicated team. This role is critical in supporting the U.S. Southern Command's Cyber IT Enterprise Services (SCITES). The ideal candidate will serve as the primary Program Point of Contact (POC) and possess...

  • Sales Operations Manager

    1 week ago

    Doral, Florida, United States Majority USA, Llc. Full time

    Unlock Your Potential as a Sales Operations ManagerWe're on a mission to empower migrants and help them achieve their dreams. As a Sales Operations Manager, you'll play a crucial role in leading our Online Sales call center teams in Miami and Colombia.Key Responsibilities:Develop and implement effective campaigns to drive conversion, upselling,...

  • Facilities Operations Manager

    1 week ago

    Doral, Florida, United States Kentucky AG Full time

    {"title": "Facilities Operations Manager", "content": "Job Summary:Oversee the operations of the Wolfe University Center and support other facilities within the Division of Academic and Student Affairs at the Biscayne Bay Campus. Manage, plan, and coordinate activities associated with the physical, environmental, and security conditions of the WUC. Secure...

  • Patient Scheduling and Authorization Specialist

    4 weeks ago

    Doral, Florida, United States Nicklaushealth Full time

    Position OverviewThe Patient Scheduling and Authorization Specialist at Nicklaus Health plays a crucial role in facilitating the scheduling of appointments and managing authorizations for the Colorectal Center. This position requires collaboration with various departments and external entities to ensure a smooth scheduling process.Key Responsibilities-...

Contact Center Manager

3 months ago

Doral, Florida, United States Educational Federal Credit Union Full time

Job Summary:


The Member Contact Center Manager is responsible for the leadership of the Credit Union's Member Contact Center which provides support to members via attended telephone support, remote delivery channels, and other digital platforms.

The Member Contact Center Manager is responsible for implementing strategies to improve service quality, and efficiency. The successful candidate for this position must possess a strong foundation of leadership qualities. They should have the ability to influence others through a combination of practical experience and knowledge. They provide leadership support through consultative relationship building, and job behavior role modeling.

They are enterprise leaders in that they act as liaisons collaborating with internal business partners to drive the comprehensive member experience that increases member loyalty, and drives ongoing organizational growth.

We encourage you to view and apply directly at

Duties & Responsibilities:


Oversees daily contact center operations to include call volumes with focus on ensuring successful achievement of assigned metrics in call handling, service quality, member satisfaction, and relationship growth.

Provides direction to Assistant Manager and Team Leads on the scheduling, coaching, and development of associates while aligning resources to maximize team productivity.

Proven ability to coach and manage in a results driven environment.
Ensures each team member has the essential skills, knowledge and tools they need to succeed at their job. Demonstrates a leadership style that sets an example and is hands-on.

Identifies knowledge gaps for Member Contact Center staff and engages department resources and training partners to assist with associate development needs.

Monitors phone calls with contact center management, conducts side-by-side coaching and provides real-time feedback, motivation and recognition to all team members on a daily basis.

Owns member escalation process and protocol, to ensure consistency in member service delivery, and conflict resolution.

Seeks out new ways to enhance contact center support to members through the addition of new services and expansion of existing member relationship.

Inspects employee timesheets to maintain control of attendance and minimize redundant scheduling.
Ensure that team scorecards are maintained on a weekly, monthly, and quarterly basis.
Perform the duties of call center representatives during high peak volumes, or as call volume dictates.
Recruit and develop talent, conduct performance appraisals, and provide corrective counseling as required by the business.
Define and manage performance metrics and "KPI' benchmarks that align to enterprise organizational needs.

Create and distribute reporting to provide Credit Union Leadership with meaningful insight to the performance of the department and progress toward assigned benchmarks.

Leads efforts to evaluate vendors to enhance digital member experience and system functionality.
Develop effective call scripting and on-hold messaging for campaigns and marketing promotions.

Continuously monitor member trends and collect feedback to identify improvement opportunities for Contact Center, member service, and new product/service enhancements based on industry best practices and recommended vendor solutions.

Collaborate with leadership and other internal business partners to review and calibrate department strategy alongside enterprise needs
Perform other duties as assigned by management.

Requirements:
Bachelor's Degree or equivalent combination
3- 7 years of Contact Center & Retail Financial Services leadership experience


Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

The following are some benefits offered to employees:

Paid Holiday
Paid Birthday
Paid Sick and Personal Days
Paid Vacation
Retirement/401K with matching contributions
Medical, Dental and Vision Insurance
Life Insurance and Long Term Disability
Tuition reimbursement for Undergraduate and Graduate courses
Various Incentive Programs
Career opportunities

#J-18808-Ljbffr