Call Center Manager

3 weeks ago


Hawthorne, United States SkyOne Federal Credit Union Full time
Job DescriptionJob Description

We are currently seeking an experienced and motivated Member Experience Manager to lead our call center team. The Member Experience Manager will be responsible for overseeing day-to-day operations, ensuring exceptional service delivery, and driving performance to exceed key metrics and targets. The ideal candidate will have a strong background in call center operations, experience managing a digital member experience team, a deep understanding of credit union products and services, and the ability to motivate and develop a high-performing team.


Call center hours:

Monday to Friday 7:00 AM - 5:00 PM PST

Saturday 9:00 AM - 2:00 PM PST


Responsibilities:

  • Lead and manage a team of call center representatives and an online chat team, including hiring, training, coaching, and performance management.
  • Develop and implement strategies to optimize call center performance, including setting and achieving key performance indicators (KPIs) related to member satisfaction, call resolution, and service levels.
  • Monitor and analyze call center and digital chat metrics and KPIs, such as call volume, response times, member satisfaction, and first-call resolution rates.
  • Identify areas for improvement and implement solutions to enhance service quality and member experience.
  • Handle escalated member inquiries and complaints, resolving issues promptly and effectively.
  • Stay informed about industry trends, regulatory requirements, and best practices in call center and digital member service credit union operations.

Requirements:

  • Minimum of 2 years of experience in call center and online chat team management, preferably in the credit union or banking industry.
  • Strong knowledge and understanding of credit union products, services, and industry regulations.
  • Excellent leadership and team-building skills, with a proven ability to motivate and inspire others to achieve goals.
  • Exceptional communication and interpersonal skills, with the ability to interact effectively with members, employees, and senior management.
  • Proficiency in call center and digital channel technology and software.
  • Strong analytical and problem-solving abilities, with a focus on continuous improvement and innovation.

Why SkyOne is a great place to work

We understand that it's our employees that make us great, and we treat them as our greatest asset, with comprehensive and competitive compensation and benefits package that includes:

  • Health, dental, and vision plans to take care of you and your family's healthcare needs.
  • 401(k) plan to help you plan for retirement.
  • Life insurance to protect your loved ones in case of the unexpected.
  • An Education Reimbursement Program to help you achieve your personal development goals.
  • A generous Paid Time Off (PTO) Plan because you deserve a vacation for your hard work
  • Paid holidays so you can celebrate our nation's holidays just as our members would.
  • An Employee Financial Benefits Program designed to improve your financial life and prepare you to meet the needs of our members more effectively.

If you share these values and are looking for a place to build a long-term, meaningful career, we're the right place for you. Simply click on the link to apply online.

We are proud to be an Equal Opportunity Employer.



Job Posted by ApplicantPro


  • Hawthorne, United States HUMBLE HEARTS ACADEMY Full time

    Looking to grow as a leader in a supportive work environment all while impacting the lives of children? (And did we mention _amazing benefits, professional mentoring, + travel opportunities?_!) Look no further! This is a full-time onsite position (40 hours per week) that requires availability between the hours of 7am and 6pm. **Responsibilities**: -...

  • Hawthorne, NJ

    4 weeks ago


    Hawthorne, United States Vanguard Medical Group Full time

    Job DescriptionJob DescriptionSalary: Part-time Hospitalist – Weekend Rounding Call CoverageAbout Us:Vanguard Medical Group, an independent, physician-owned & -led, primary care group, is actively seeking a Part-time Hospitalist to join our dedicated team of medical professionals. This role involves providing medical care to Vanguard patients admitted to...


  • Hawthorne, United States American Tire Depot Full time

    **Automotive Service Manager: $58,000-$85,000 effective rate (Base Pay + Commission + Overtime + Manager Incentive Bonus + Paid Benefits)** **What is the job?** - Meet or exceed performance targets by understanding and following company strategies - Be able to confidently recommend, sell, advise and provide exceptional customer service to our guests - Be...

  • LPN Med Room Manager

    3 weeks ago


    Hawthorne, United States Paz Management Full time

    Job DescriptionJob DescriptionImmediate opening for a LPN, to manage the Medication Room in a 76 bed NYSDOH Licensed Assisted Living Facility in Hawthorne, NY which caters primarily to the mental health population.Position Description:The successful candidate will have the ability to provide leadership and supervision to the medication aides.This is a full...


  • Hawthorne, United States Pfister Energy Full time

    Pfister Energy, Inc. is a renewable energy company providing innovative power solutions and energy efficiency measures for commercial, industrial, and institutional facilities. We are a national developer and EPC of turnkey renewable energy, energy efficiency, and on-site distributed power generation systems, with over 500 megawatts (MW) of solar electric...


  • Hawthorne, United States Pfister Energy Full time

    Pfister Energy, Inc. is a renewable energy company providing innovative power solutions and energy efficiency measures for commercial, industrial, and institutional facilities. We are a national developer and EPC of turnkey renewable energy, energy efficiency, and on-site distributed power generation systems, with over 500 megawatts (MW) of solar electric...


  • Hawthorne, United States Sky One Federal Credit Union Full time

    We are currently seeking an experienced and motivated Loan Services Manager to lead our team. Primary responsibilities include the management of impaired loans while protecting the assets of the credit union. This would consist of making sound decisions and provides excellent service to all members and employees. Provide recommendation to improve...


  • Hawthorne, United States SkyOne Federal Credit Union Full time

    Job DescriptionJob DescriptionWe are currently seeking an experienced and motivated Loan Services Manager to lead our team. Primary responsibilities include the management of impaired loans while protecting the assets of the credit union. This would consist of making sound decisions and provides excellent service to all members and employees. Provide...

  • Quality Inspector

    3 weeks ago


    Hawthorne, United States SQA Services Full time

    Job DescriptionJob DescriptionUrgently Hiring! Apply today for serious consideration!Aircrafts Rock! If you agree and would like to work with one of the most exciting names in the game, then we want to hear from you. If you have a ‘quality eye’ and have what it takes to keep up with the best in the business, this is your program!You will be part of a...

  • Quality Inspector

    3 days ago


    Hawthorne, United States SQA Services, Inc. Full time

    Aircrafts Rock! If you agree and would like to work with one of the most exciting names in the game, then we want to hear from you. If you have a ‘quality eye’ and have what it takes to keep up with the best in the business, this is your program! You will be part of a global inspection team assuring quality of components and assemblies that this global...


  • Hawthorne, United States WMC Health Full time

    Job Details:Summary: The Department of Obstetrics and Gynecology at Westchester Medical Center Health Network is recruiting for multiple full-time faculty members in the Division of Maternal-Fetal Medicine (MFM). The MFM Division serves as a resource and referral center for 15 hospitals and obstetrical care providers from the seven counties of the lower...


  • Hawthorne, United States Nurse Job Board Full time

    Seeking an experienced Nurse to step into a Director role in the Cath Lab Join a full-service medical and surgical acute care center that is growing and expanding. Currently the hospital is licensed for over 400 beds and is fully accredited, is certified as a Comprehensive Stroke Center and a Quality Top Performer by The Joint Commission in four...


  • Hawthorne, California, United States Nurse Job Board Full time

    Seeking an experienced Nurse to step into a Director role in the Cath Lab Join a full-service medical and surgical acute care center that is growing and expanding. Currently the hospital is licensed for over 400 beds and is fully accredited, is certified as a Comprehensive Stroke Center and a Quality Top Performer by The Joint Commission in four consecutive...


  • Hawthorne, California, United States WMCHealth Network Full time

    Job Details: Job Summary:The department of Internal Medicine at WMCHealth is seeking a Physician for the outpatient practice in our Hawthorne, NY location. The physician will be responsible for managing and directing medical care,determining early detection of illnesses, prevention, and all around wellness Qualifications / Requirements:The candidate we seek...


  • Hawthorne, United States Advanced Investigative Medicine, Inc. Full time

    **About us** Advanced Investigative Medicine, Inc. is a small business in Hawthorne, CA. We are professional, agile and professional. Our work environment includes: - Modern office setting - Food provided - Modern office setting Job Summary: **Responsibilities**: - Greet patients and visitors in a friendly and professional manner - Schedule appointments...


  • Hawthorne, United States NorthEast Provider Solutions Inc. Full time

    Job Details: Job Summary: A Patient Service Representative is responsible for greeting patients and working with them in person, on the phone, or through electronic correspondence to meet their needs regarding scheduling, updating pertinent information, checking in and out, and acting as a liaison in reporting any patient suggestions to...

  • Office Coordinator

    4 weeks ago


    Hawthorne, United States Astrolab Full time

    Job DescriptionJob DescriptionDescriptionVenturi Astrolab, Inc. (Astrolab) is pioneering new ways to explore and operate on distant planetary bodies. We are singularly focused on designing, building, and operating a fleet of multi-purpose commercial planetary rovers to extend and enhance humanity’s presence in the solar system. We are seeking motivated,...


  • Hawthorne, United States WMC Health Full time

    Job Details: Job Summary: The Senior Patient Service Representative is responsible for greeting patients and working with them in person, on the phone, or through electronic correspondence to meet their needs regarding scheduling, updating pertinent information, checking in and out, and acting as a liaison in reporting any patient suggestions to management....

  • Staff Accountant

    6 days ago


    Hawthorne, United States Eureka Restaurant Group Full time

    Eureka! is an expression delight of finding, discovering or solving something and this exclamation of joy starts with you. At Eureka! we make people FEEL GOOD & FEEL ALIVE! If this sounds like you, keep reading! Position overview: The candidate will report to the Senior Accountant and will have the opportunity to interact with various departments in the...


  • Hawthorne, United States Taro Pharmaceuticals U.S.A., Inc., Full time

    Analyst, Financial Planning and Analysis: Highly visible corporate FP&A role to senior management of two multinational public companies. Coordinate consolidated Financial Planning & Analysis (FP&A) budgeting, forecasting, and reporting processes. Perform deep-dive modeling for various initiatives. Monitor trend vs. budget and prior forecasts for business,...