MSCC Admin - Manager - Contact Center Operations

TITLE: MANAGER - CONTACT CENTER OPERATIONS
STATUS: EXEMPT
REPORTS TO: VP - MEMBER SERVICE CONTACT CENTER
DEPARTMENT: MEMBER SERVICE CONTACT CENTER
JOB CODE: 6316

PAY SCALE: $103,100.00 - $105,000.00 ANNUALLY

GENERAL DESCRIPTION:

This position provides consistent leadership and continually demonstrates initiative through the implementation of processes and procedures designed to increase Member Service Contact Center operational efficiency. It is responsible for effective service management of the service teams, support teams, email team, product specialist teams and the quality assurance team. Resolves issues through strong operational knowledge and problem-solving techniques. Promotes an effective team relationship between the contact center, branches, departments, and members by providing the highest quality of professional and courteous service. Responsible for development and implementation of contact center policies and procedures, and contact center compliance with all policies and procedures, including Bank Secrecy Act policies and procedures. Assists with coordinating the deployment of contact center facility projects. Assists in capital management of projects and coordination of marketing and staffing needs. Document activities, follow- up and resolve problem situations, update the Member Service Contact Center Vice President and senior management on trends, issues, and performance metrics. Responsible for maintaining proper staffing levels and meeting staffing needs.

TASKS, DUTIES, FUNCTIONS:

1. Coach and develop direct reports in order to achieve individual and team service, and member satisfaction goals.
2. Directly manage all human resource processes for all direct reports, including appraisals, disciplinary actions, individual development plan, career development, training, interviews, incentive payouts and calculations, etc.
3. Maintain a thorough understanding and ensure Contact Center compliance with all applicable state and federal laws and regulations related to contact center and credit union compliance, including bank secrecy and anti-money laundering laws.
4. Foster a positive and engaging work environment for each team member by promoting skill development, coaching for improvement and growth, inspiring others through your words and actions, ensuring positive employee morale throughout Golden 1, and embracing our mission, vision, and core values.
5. Maintain an in-depth knowledge of Golden 1 operation/lending policies and procedures, and identify, analyze, develop, and recommend policy and procedure changes for implementation.
6. Identify, investigate, and resolve employee and member concerns in a timely manner.
7. Communicate and interact with other departments, branches and contact center teams to assist with error resolution and information exchange.
8. Develop and implement action plans that capitalize on opportunities, and support overall credit union production, service, and member satisfaction goals and expectations.
9. Research, analyze, identify alternatives, and recommend improvements for operational efficiency.
10. Analyze and report results of operations to Vice President and Senior Management as appropriate.
11. Ensure that employees complete appropriate training curriculum (internal and external).
12. Serve as an escalation point for problems that affect the Member Service Contact Center Teams.
13. Provide back-up to Vice President as determined necessary.
14. Ensure compliance with established policies and procedures for all Member Service Contact Center Teams.
15. Participate and represent Golden 1 in community events, member service workshops, and Select Employee Groups.
16. Maintain a thorough knowledge of Golden 1 policies and procedures, and current trends in the Member Service Contact Center environment.
17. Supports expense management and overall achievement of company goals.
18. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations.
19. Performs other duties and projects as assigned.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

1. Effective oral and written communication skills required to discuss Golden 1 products and services with members and potential members, resolve member concerns and conflicts, and provide management reporting.
2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

1. INTERNAL: All levels of management and staff.
2. EXTERNAL: Members, vendors, peers in financial institutions, community associations and credit union associations.

QUALIFICATIONS:

1. EDUCATION: Bachelor’s Degree in related field or equivalent work experience.
2. EXPERIENCE: Minimum of 7 years of progressively responsible contact center or production management in a service environment. Minimum 3 additional years’ experience in leading a contact center or retail team in a production environment.
3. KNOWLEDGE/SKILLS: Leadership skills, strong presentation skills, knowledge of operational procedures, electronic banking equipment, personal computers, ten key, oral and written communication skills, and sound knowledge of instructional methods and practices as well as a strong knowledge of the credit union data processing system. Ability to make objective observations, examinations, evaluations and recommendations.

PHYSICAL REQUIREMENTS:

1. Prolonged sitting throughout the workday with occasional mobility required.
2. Corrected vision within the normal range.
3. Hearing within normal range. A device to enhance hearing will be provided if needed.
4. Ability to lift 30 lbs. as may be required.
5. Occasional movements throughout the department daily to interact with staff, accomplish tasks, etc.
6. Occasional long work hours may be required to accomplish tasks.

REV. 10.04.2023