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Senior Manager, Contact Center Sales Leader

2 months ago

Rocklin, California, United States First Technology Federal Credit Union Full time
Job Summary

The Senior Manager, Contact Center Sales & Service is responsible for leading a high-performing team of Representatives in a fast-paced, multifaceted inbound call center. This role requires strong leadership and management skills, as well as the ability to analyze data and drive strategic direction.

Key Responsibilities
  • Lead cross-functional meetings and effectively manage change in a fast-paced environment
  • Monitor and coach CC Sales and Service Managers in quality, productivity, employee relations, and overall work performance
  • Develop and implement professional growth plans for team members
  • Articulate and demonstrate company standards, member service, accountability, accuracy, and sales
  • Provide operational, technical, and soft-skill support to Inbound Call Center Representatives
  • Analyze statistics and reporting to identify opportunities and initiate action plans
  • Assign and implement strategic sales plans to achieve organizational goals
  • Participate in the interview and hiring process
Requirements
  • Bachelor's degree preferred
  • Minimum 7 years' experience in a contact center or financial services industry, including 4 years in a leadership role
  • Proven people management and development skills
  • Ability to use data and analytics to drive strategic direction
  • Strong business communication skills
  • Ability to partner and collaborate with multiple work groups
What We Offer
  • Competitive salary range: $119,000 to $132,000 + annual bonus
  • Traditional medical, dental, and vision coverage
  • 401K matching up to 5% per pay period
  • 17 days of Paid Time Off in the first year
  • 11 paid federal holidays