Contact Experience Center Manager II
7 hours ago
The Manager II, Contact Experience Center (CXC) Sales & Service is a key leadership role responsible for overseeing the day-to-day activities of a fast-paced and multifaceted inbound call center. This position leads and develops a team of Sales and Service Representatives focused on building and enhancing consumer relationships while providing exceptional service.
Key Responsibilities- Lead a high-performing team through effective people leadership practices, including regular communication of performance expectations and feedback to employees.
- Facilitate and/or lead team, leadership, and cross-functional meetings to drive collaboration and results.
- Evolve and effectively lead through change management in a fast-paced environment, ensuring a seamless transition for employees and customers.
- Develop team members by identifying and implementing professional growth planning, coaching, and mentoring.
- Coach other Managers in new leadership techniques through company-provided trainings and professional development.
- Articulate, demonstrate, and coach to company standards, member service, accountability, accuracy, and sales.
- Provide operational, technical, and soft-skill support to Inbound Call Center Representatives both on-site and remote.
- Effectively 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, actively partnering with Recruiting.
- Assist Workforce Management in maintaining service levels by monitoring queues, forecasting, and coaching teams to call center metrics.
- Minimum Education: Bachelor's degree preferred.
- Minimum 6 years' experience in a contact center or in the financial services industry, including a minimum of 3 years in a leadership role.
- Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals.
- Ability to use data and analytic information to gain insights and drive strategic direction.
- Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines.
- Adept at problem-solving, ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations.
- Ability to influence others and move toward a common vision or goal.
- Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences.
- Ability to partner and effectively collaborate with multiple work groups and manage through frequent change.
- Working knowledge of Microsoft Office Suite.
- Certification/License: N/A.
This is a full-time, on-site position located at our Hillsboro Corporate Location in Hillsboro, OR. The schedule is 40 hours per week, Monday-Friday, with various shifts available starting at 6:00am and ending at 6:30pm to support a work/life balance.
Compensation and BenefitsThe target compensation for this position is $77,000 - $85,000 annually, plus quarterly incentives. Benefits options include traditional medical, dental, and vision coverage, 401K matching up to 5% per pay period, up to 17 days of Paid Time Off in the first year of employment, 11 paid federal holidays, and special employee pricing on lending products.
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