Position Summary: The position of Call Center Manager is established to provide managerial and administrative leadership to Call Center personnel, to oversee workforce work scheduling and work flow within the department, and to assume responsibilities in the absence of the VP.Maintain quality service standards set by the organization. Essential Duties and Responsibilities Provide leadership and direction to supervisors and their teams. Act as a positive role model to staff and support staff in improving performance.Foster an environment conducive to high morale and teamwork within the department. Oversee work flow and coordinate scheduling of all personnel.Manage supervisor team and ensure all employees are thoroughly trained in all phases of the job. Follow up and provide accurate documentation of directives and expectations set for direct reports. Provide key input to the VP in evaluating job performance; partner with VP and human resources as needed for employee counseling and documentation. Responsible for exceptional member service; assure problem/complaints are resolved quickly and accurately; authorize exceptions to policy or procedure when circumstances warrant and deviation is justified.Ensure corporate service standards are maintained. Assist with planning and conducting department meetings and sales contests for the department.Responsible for supporting ongoing sales training and coaching of staff. Hold regular and consistent meetings with direct and indirect personnel, to provide support toward optimal performance of staff. Assist members with problems/complaints, in writing or over the phone, when employees are unable to resolve.Provide overrides, ensuring good judgment is applied coupled with members' needs. Ensure the safety and soundness of operations; provide leadership and direction to ensure that operational policies and procedures are followed and that prudent judgment is utilized at all times to safeguard the credit union's assets and employees. Monitor assigned teams for productively and SLA deliverables. Prepare data and distribute reports to meet quality assurance and department objectives. Actively participate in, and coordinate internal and external audits. Participate in AML/BSA compliance training as assigned.Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures. Provide managerial oversight of the activities for areas of responsibility, including assigned staff and functional deliverables of the team. Demonstrate leadership in words and actions on a daily basis; act as role model for success and engagement. Create a positive work environment conducive to trust and transparency. Responsible for the performance management of staff, to include daily feedback, coaching and mentoring; administration of appraisals that are timely and meaningful. Identify and address deficiencies constructively. Monitor and review workforce data and analysis. Continually support, encourage and motivate team members toward ongoing growth and development. Consult with Human Resources (HR) on issues outside of the normal scope of performance or behavior. Report all issues of safety or legal consequence immediately and surface undesirable patterns as they are discovered. Partner with HR on all employment decisions, and refer requests for changes in terms or scheduling to the HR department. Monitor approved schedules, review and approve timesheets of staff, and ensure all expenses are reported as per company policy. Schedule and provide staff the opportunity for meal and rest breaks, while ensuring operational coverage is maintained. Discuss, analyze and reinforce monthly performance reports focused on department and organizational initiatives (Such as: fee reversals, adherence, offline time, absenteeism). Follow and reinforce all established policies and procedures, including but not limited to proper authentication and verification. Ensures that monitoring and scheduling compliance courses, bi-annual and annual courses, training, coaching, and development sessions for new and existing employees is being completed by supervisors/quality assurance/training and deadlines are met. Prepare statistical reports on supervisor progress monthly, team monthly reporting and affiliate income. Perform audit functions, reports, balance department totals or other support as assigned by the VP. Provide guidance and training to other supervisors or employees and assume responsibilities in the absence of the assistant manager or supervisors. Other Duties and Responsibilities Answer incoming calls when department is understaffed or busy. Work on special projects assigned. Perform other duties as assigned. Physical Demands and Work Environment The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear.The employee is frequently required to stand and reach with hands and arms.The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually moderate. Minimum Qualifications (Education, Experience, Skills) College Degree or 2 years additional work experience in a supervision/management role in a financial services/call center environment. Minimum three years of professional experience in a financial services or call center environment, and a minimum of two years successful supervisory experience in a call center environment.Two years of member facing branch management experience may also be considered. Strong working knowledge of call center workflows, best practices, and technological systems and solutions preferred. Background in workforce management, including scheduling, analysis and forecasting. College level, professional verbal and written communication skills. Demonstrated effective human relations and interaction skills to include strong coaching and motivating aptitude. Intermediate level competency of MS Office/Windows and PCs, to include call center management technologies and systems. Demonstrated success in planning, organizing, leading and oversight of people and activities. Professional and effective interaction, verbal and written communication skills. Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines. Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.
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