The Call Center Manager will oversee the daily operations of our member services call center, ensuring the delivery of high-quality service and support to our members. This position requires strong leadership skills, excellent communication abilities, and a commitment to continuous improvement.
The Call Center Manager is responsible for:
- Coaching and mentoring employees
- Assisting members with transactions, problem-solving, advice, account and loan applications.
- Continuous communication with members through all delivery channels including face to face, text, email, and phone.
Key Responsibilities:
- Lead and motivate a team of call center representatives to achieve performance targets and deliver exceptional customer service.
- Provide coaching, training, and feedback to team members to enhance their skills and promote professional development.
- Foster a positive and collaborative work environment that encourages teamwork and employee engagement.
Call Center Operations:
- Manage call center activities, including inbound and outbound calls, email inquiries, and online chat support, to ensure timely and accurate resolution of member issues and inquiries.
- Develop and implement call center policies, procedures, and performance standards to optimize efficiency and effectiveness.
- Monitor call queues and service levels to ensure adequate staffing and response times, making adjustments as needed to meet service level agreements.
- Must have experience in call center management or customer service leadership roles, preferably in the financial services industry.
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person