Call Center Manager

Earthmover Credit Union is seeking a forward-thinking Call Center Manager to join our team.
In this pivotal role, you'll collaborate with the Vice President of Member Experience to drive performance, innovation, and efficiency within our call center. You'll help shape the future of member experience, using technology, and team leadership to deliver exceptional service with every member interaction. 

We're seeking someone passionate about people and progress – someone with a strong background in credit union or banking call centers, proven leadership skills, and a drive to elevate the member experience in a fast paced, tech-forward environment. 

If you're ready to lead change and make a real impact— we'd love to hear from you

Please Note: This is a hybrid position, not remote. Applicants must reside in Illinois and be able to commute to Oswego, IL as needed.

We offer the right Candidate:

• Great company atmosphere
• Fantastic benefits which include medical, dental and vision plans
• Employer paid Short-term disability, Long-term disability and Life Insurance
• A fantastic opportunity to learn and grow at Earthmover Credit Union
• Competitive Salary ($50K – 80K) BASED on credit union or banking call center experience)
• Hybrid – Ability to work from home based on company needs.
• PTO accrues from day one.
• Holiday pay
• 10% deposited to your 401k from the credit union.
• Yearly discretionary bonuses
• Generous incentives for cross selling

Responsibilities:

• Drive and support changes in the call center, including technological advancements like AI and structural improvements.
• Lead call center in servicing all members requests ensuring they have the best experience. 
• Ensure call center performance reaches objectives and goals through effective leadership and superior sales and service skills.
• Recommend strategies for enhancing the department aimed at boosting efficiency, reducing costs and improving call center workflows. This may encompass:
  • Process improvements
  • Technology integration
  • Training and optimizing call center operations
• Establish departmental goals aligned with Earthmover Credit Union's strategic plan and company objectives, while directing and coordinating operations to ensure an efficient, cost-effective department that consistently meets organizational goals. 
• Encourage and coach team members to cross sell products and services by recognizing member needs and matching services and products to the member.
• Clearly communicate information to employees and members.
• Troubleshoot and resolve inquiries in a timely, friendly, and accurate manner.
• Monitor calls to ensure compliance with policies and procedures, providing timely feedback and coaching based on observations.
• Support call center representatives with handling irate calls, offering coaching on how to improve call center representatives' skills in managing difficult situations.
• Monitor call reports – analyzing employee efficiency, response time, accuracy, new business and member satisfaction to ensure the delivery of quality member service and adjusting strategies as needed.
• Provide and deliver call center performance and metric reports to VP of Member Experience including the establishment of benchmark goals.
• Prepare and analyze reports to ensure optimal use of call center resources.
• Evaluate call center software to ensure it is being fully utilized and optimized.

Schedule

• Available Monday through Friday 8 am – 6 pm
• Saturday's 8:45 am to 12:45 pm 

Requirements

• 3+ years in a credit union or bank call center preferred. 
• Bachelor's degree in business administration, communications, or operational management preferred
• Previous management experience preferred.
• Forward thinking mindset.
• Adaptable to change and skilled at leading teams through transitions with clarity, support and resilience.
• Organized and diligent, ensuring all tasks are completed in a timely accurate manner.
• Comfortable with new call center software, CRM tools and emerging technologies, like AI or automation. Experience implementing transitions and new technologies a plus.
• Strong understanding of call center metrics and performance indicators, such as average handle time, first call resolution and member satisfaction.
• Experience with Portico a plus.
• Skilled in managing and coaching team members to effectively handle complex or Irate member situations, delivering calm and solution-focused outcomes. 
• Leadership skills, including coaching and managing a team.
• Strong listening skills.
• Ability to effectively communicate both orally and written.
• Skilled in cross-selling and motivating the team to confidently recommend products and service.
• Dependable
• Bilingual in Spanish is a plus.

ECU is an equal opportunity employer and does not discriminate against any employee or applicant for employment based on race, color, religion, national origin, ancestry, sex, gender identity, sexual orientation, marital status, age, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where everyone is valued and respected. If you are passionate about customer service and looking for an opportunity to grow in the credit union/banking industry, we encourage you to apply.