Contact Center Specialist Manager

We are growing and looking for a Contact Center Specialist Manager. Do you have experience with:

• Leadership, coaching and accountability
• Hiring and employee development
• Call Center experience with one call resolutions
• Membership growth and expense control

If so, we invite you to consider a career at American 1 Credit Union. Below are more details before you decide to apply:

• Position: Contact Center Specialist Manager
• Location: Onsite in Jackson, MI
• Salary: $71,622
• Benefits start on day one: Health, Dental, Vision, Responsible Time Off
• All offers of employment are contingent upon background screens.

The Contact Center Specialist Manager is responsible for leading and inspiring others to deliver the best member experience aligned with our mission. They are responsible for maintaining day to day operational excellence at all Contact Center locations including hiring and retention strategy, employee development, first call resolution experience, member growth and expense control. The ideal candidate will possess strong communication and organizational skills, enabling them to effectively manage multiple dynamic teams to ensure member issues are resolved promptly and efficiently. The Contact Center Specialist Manager is dedicated to working with the entire management team to implement training to create and sustain a culture that is filled with people who are Focused, Engaged, Trustworthy, Humbly Confident, and driven to Achieve. The Contact Center Specialist Manager works collaboratively to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.

Essential Job Functions

• Lead, Manage and Accountability: Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Lead and coach a high performing team. This includes hiring, training, developing, and performance management. Effectively uses people analyzer to find right people, right seats.
• Team Collaboration: Effectively works with all other managers, staff and other employees to deliver member needs in a responsive, efficient manner across all departments. Collaborate with Regional Manager in all discussions relevant to the American 1 culture, branch operation processes and overall member experience. Participates in executing strategy for credit union’s short- and long-term goals and objectives, communicates such goal and objectives to the team.
• Focus on Purpose/Mission: Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.
• Accountability Measurement and Coaching: Ensures Contact Center goals and performance are aligned with region scorecard and organization business plan. Conducts regular call observation and monitors accountability to sales program and works on improvement coaching plan for department. Monitors Contact Center benchmark goals for membership, lending and product growth, and coaches for success and reports to Contact Center Regional Manager. Ensure adequate team coverage to meet the service level needs of the membership, resolve member requests, questions and escalations in a timely manner.
• Member Support: Address and resolve member pain point and handle escalated issues to achieve satisfactory solutions.
• Employee Recruitment and Retention: Ensures that their department is staffed with team members that are engaged and fulfilled in their work, embrace and demonstrate our core values. properly trained and receiving regular feedback on performance.
• Diversity, Equity, and Inclusion: Committed to building and supporting a culture that is inclusive for all.
• Meeting Contact Center Service Goals: Monitors accountability to sales program and works on improvement coaching plan with Contact Center Supervisors. Monitors Contact Center benchmark goals for membership, lending and product growth and coaches for success and reports to the Contact Center Regional Manager.
• Core Process, Policy and Procedure Review and Recommendations: Responsible for following and coaching to all credit union policies and procedures, including policies and procedures for customer identification and all BSA requirements. Builds a strong team-based culture that focuses on first call resolution, product and service education, and interdepartmental cooperation.
• Community Advocate: Serves as a representative of the credit union within the community and is actively visible at credit union events.

Competencies Required

• People Focused and Strong Communication: Empathetically seek understanding of what members and employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems.
• Focused, Decision Making and Problem Solving : Has a strong sense of urgency about proactively solving problems and getting work done; gain support by collaborating effectively for ideas, proposals, projects and solutions, take initiative; make and/or facilitate decisions considering impact on others and/or the credit union; reach sound decisions and exercises good judgment based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon time frame; take initiative to identify and resolve problems; demonstrate ability to examine existing problems/issues in new ways.
• Leadership, Management and Accountability: Demonstrate institutional responsibility, administrative skill, as well as a commitment to and a vision for public service; ability to achieve positive outcomes by encouraging, supporting, coaching, developing and mentoring others. Committed to leading the company by strategically thinking about the business and managing effectively by working in the business.
• Engaged, Collaborative and Strategic Thinking: The capacity to create an achievable vision for the future by engaging and collaborating with executive team and all employees, to foresee longer-term developments, to envision options (and their probable consequences), to select sound courses of action, to rise above the day-to-day detail, to challenge the status quo.
• Trustworthy, Reliability and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Ensures core process, policies and procedures are followed.

Key Accountability Items

• Lead, Manage, Accountability
• Contact center hiring, training, developing, and performance management
• Compliance of credit union policies and processes, sales, and service metrics
• Monitor, Manage, and Impact department scorecard performance to provide growth in all institution products and services while member service standards always followed
• Expense Management

Requirements:

• Bachelor’s degree preferred.
• Two years of similar or related experience

The Ideal Candidate:

• Excellent verbal and written communication skills
• Working knowledge of PC applications such as Microsoft Office
• Ability to work independently or as a collaborative member of a team
• Ability to direct other team members and coach others
• Knowledge of credit union products, services, policies, core processes and procedures
• Ability to provide supervisory leadership of professional- and intermediate-level staff
• Demonstrated member-focused strategy skills
• Demonstrated skill in gathering, reporting, and summarizing trends in data
• Ability to express oneself clearly and articulately both orally and in writing
• Ability to make decisions and take initiative in problem resolution
• Ability to exercise tact and responsibility with handling confidential information

NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.