Contact Center Manager

2 days ago

Palo Alto, California, United States Stanford Federal Credit Union Full time
Member Care Team Manager Opportunity

We're seeking a highly skilled and experienced professional to join our team as a Member Care Team Manager at Stanford Federal Credit Union. As a key member of our leadership team, you will be responsible for leading and developing a high-performing team of customer service representatives, ensuring exceptional member experiences, and driving business growth.

Key Responsibilities:
  • Lead and develop a team of customer service representatives, providing coaching, training, and feedback to ensure exceptional member experiences.
  • Develop and implement strategies to improve service quality, member satisfaction, and business growth.
  • Collaborate with cross-functional teams to identify and implement process improvements, ensuring seamless member experiences.
  • Monitor and analyze key performance indicators (KPIs) to inform business decisions and drive growth.
  • Partner with the Director to develop and implement business plans, ensuring alignment with organizational goals.
Requirements:
  • 6-8 years of experience in a related field, with a proven track record of leading high-performing teams and driving business growth.
  • Minimum of 4 years of college education or equivalent experience.
  • Excellent communication, coaching, and leadership skills, with the ability to motivate and develop team members.
  • Strong analytical and problem-solving skills, with the ability to analyze data and drive business decisions.
  • Proficient in standard desktop software applications, with a strong understanding of Excel.
What We Offer:
  • Competitive salary and benefits package, including 100% paid employee medical, dental, vision, life/AD&D, and short-term disability insurance.
  • Quarterly incentives up to 10% of your salary, based on position.
  • Employer 401(k) matching up to 5% plus additional annual discretionary contributions.
  • Education reimbursement up to $5,200/year.
  • Up to $500 per year in health/fitness benefits.
  • Employee recognition program with cash incentives.
  • Commute benefits up to $900 per year.
  • Paid Sick Time accrues at two weeks per year.
  • Paid Vacation Time accrues at three weeks per year.
  • Paid Federal banking holidays (approximately 10 per year).
  • Ongoing training and education, seminars, and conferences.
  • Loan rate discounts on some products (vehicle, mortgage, and HELOC loans).
  • Waived fees and deposit bonuses on Stanford FCU accounts.
  • Flex health/transit plan availability.
  • Employee Assistance Program with free benefits like counseling, help finding legal assistance, and day care resources.

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