Contact Center Manager

1 day ago

Vacaville, California, United States Travis Credit Union Full time
About the Role

We are seeking a highly skilled and experienced Contact Center Manager to join our team at Travis Credit Union. As a key member of our leadership team, you will be responsible for overseeing the daily operations of our contact center, ensuring exceptional member service, and driving business growth.

Key Responsibilities
  • Lead and manage a team of contact center staff, providing guidance, coaching, and development opportunities to ensure high levels of performance and customer satisfaction.
  • Develop and implement strategies to improve contact center efficiency, productivity, and quality, resulting in increased member satisfaction and loyalty.
  • Collaborate with cross-functional teams to identify and address business needs, develop solutions, and implement process improvements.
  • Monitor and analyze key performance indicators (KPIs) to measure contact center performance, identify areas for improvement, and develop data-driven solutions.
  • Ensure compliance with regulatory requirements, industry standards, and internal policies and procedures.
  • Develop and maintain relationships with key stakeholders, including members, employees, and external partners.
Requirements
  • Minimum 4 years of supervisory or leadership experience in a contact center or customer service environment.
  • Minimum 5 years of inbound call center experience.
  • BA/BS in business or related field or equivalent work experience.
  • Strong analytical and problem-solving skills, with the ability to interpret data and make informed decisions.
  • Excellent communication, interpersonal, and leadership skills, with the ability to motivate and develop a high-performing team.
  • Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and deadlines.
What We Offer
  • Competitive salary range: $65,915.20 - $81,411.20 annually, commensurate with experience.
  • Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) program, and generous holiday and vacation policy.
  • Opportunities for professional growth and development, including training and education programs.
  • A dynamic and supportive work environment, with a focus on employee well-being and work-life balance.

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