Manager, Member Care Center - Hybrid

The Manager role will lead and direct teams within a contact center to drive improved efficiency and a best-in-class member experience. Work to improve employee product knowledge, training and engagement. Develop employees using coaching skills and knowledge of organizational products, policies, procedures, and systems. Drive performance management, employee retention and talent acquisition.
Responsibilities

• Manage and develop assigned team members within a contact center to achieve individual and team goals including achievement of intraday, daily, weekly, and monthly SLA targets
• Develop, design and implement continuous improvement. Capture, analyze, and understand the internal environment, team dynamics, and talent capabilities to address organizational refinement, agility and growth
• Engage in the hiring, onboarding, training and retention of employees within the Member Care Center
• Responsible for ensuring training of employees is completed in a timely fashion whether regulatory, compliance, new product or reoccurring learning
• Continuously monitor employee performance and advise staff of product enhancement
• Work cross-functionally with other departments to drive a consistent and impactful member experience as well as act as a liaison between departments to improve communication, processes, procedures, and overall cohesiveness between divisions
• Effectively resolve member escalations, ensuring member satisfaction and evaluation of processes and procedures to minimize further issues
• Prepare and independently analyze performance data (e.g., employee productivity, staffing, and disposition) to identify trends and root causes of volume or performance changes for the call center unit and develops action plans to resolve any deficiencies
• Provide a structural and consistent approach to ensure that individual development plans are in place, performance management is consistent, performance management process is respected and followed, and coaching and feedback are provided regularly
• Help propagate messaging across the organization that fosters a broader knowledge of the department, promotes collaboration and influences constructive and positive change
• Translate strategic and operating plans into meaningful direction of projects, goals, priorities and activities; delivering on strategy through quality execution and best practice adaptation

Education

• High School or Equivalent - Minimum
• Bachelors Degree - Finance, Business, Communications or Related - Preferred

Years of Experience

• 6 years - Contact/Call Center, Customer Service or Related within a financial services environment-Minimum
• 1 year - People Management - Preferred
• Knowledge of contact center metrics and performance standards

You will benefit from:

• Competitive medical, dental, and free vision benefits
• Paid parental leave
• Competitive compensation plan
• Gym memberships discounts
• Generous PTO and banking holidays off
• Tuition reimbursement
• 401k with immediate employer match and vesting

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.
The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.