<p>American Heritage Credit Union, a $5+ billion credit union, has an immediate opening for a experienced Contact Center Manager. <\/span><\/p>\n</p> <p>This position will lead and support the daily operations of the Credit Union's Contact Center by providing leadership, coaching, and guidance to a team of member service professionals. Promote a service-oriented culture that aligns with the Credit Union's Service Standards and values, ensuring the consistent delivery of premier member experience. This role focuses on monitoring key performance metrics, identifying areas for improvement, and executing strategies to achieve organizational and departmental goals. <\/u><\/span><\/p>\n</p> <p>\n</p> <p>RESPONSIBILITIES INCLUDE:<\/u><\/strong><\/span><\/p>\n</p> <p>\n</p> <ul> <li>Oversees the daily operations of the Contact Center, including productivity management, staff scheduling, policy\/procedures adherence, employee development, and performance evaluations.<\/span><\/li>\n </li><li>Maintain highly motivated, well-trained staff and evaluate job performance within designated timeframes to ensure quality of work and service to members and staff. Ensure staff is trained and coached by the Supervisors leveraging various techniques (i.e. closed door, side-by-side, etc.) as well as verifying that the accompanied meeting minutes are signed and stored appropriately. Serves as the lead in the administration of commendation and disciplinary action. <\/span><\/li>\n </li><li>Develop valid procedures to measure quantity and quality of production. Assist in developing, implementing and monitoring operational procedures and policies consistent with overall vision of the department.<\/span><\/li>\n </li><li>Collect and analyze productivity and interaction performance reports from Inbound, PAT, Concierge, and VANA. Analyze data to improve efficiency\/effectiveness and share insights with the VP\/AVP of Contact Center and Account Services.<\/span><\/li>\n </li><li>Use key performance indicators (KPI's)-including wait time, handle time, and call volume to evaluate and enhance individual and team performance.<\/span><\/li>\n </li><li>Collaborate with Data Analyst on effective ways to leverage Artificial Intelligence to improve department performance ratings and reduce volume. <\/span><\/li>\n </li><li>Ensure that quality assurance monitoring (live and\/or recorded) is completed for the Contact Center staff to ensure service levels are meeting and\/or exceeding member and Credit Union expectations. Ensuring that the accompanied coaching minutes are signed and stored. <\/span><\/li>\n </li><li>Consistently monitor various member service contact points, which includes but is not limited to: Calls, Chat, Message Center, Text, and Virtual, to ensure prescribed service levels are achieved. <\/span><\/li>\n </li><li>Ensure accountability to achieve lending and product sales goals, including underwriting, payment protection offerings, and follow-up. <\/span><\/li>\n </li><li>Contribute to the development and implementation of departmental goals and ensure continued alignment with Credit Union objectives.<\/span><\/li>\n </li><li>Verify accuracy of staff incentive reporting through the CRM platform.<\/span><\/li>\n </li><li>Lead the hiring process for the Contact Center including interviewing and selection. Train management staff on interview best practices.<\/span><\/li>\n </li><li>Conduct training sessions\/meetings as necessary and disseminates information to the management team and staff through various channels (i.e. team huddles, email, Teams Chat, etc).<\/span><\/li>\n </li><li>Ability to analyze, identify and interpret members' problems, questions and needs. Provide information on a product\/service that will meet\/exceed the member's needs\/expectations. Mentor staff to emulate the same.<\/span><\/li>\n </li><li>Ensure that pertinent regulatory and compliance procedures are adhered to by staff.<\/span><\/li>\n </li><li>Collaborate with the AVP\/VP to develop and implement strategic improvements aimed at reducing manual processes and improving the members and associate experience.<\/span><\/li>\n </li><li>Remain abreast of phone system enhancements, release updates, etc.<\/span><\/li>\n </li><li>Collaborate with cross-functional teams and vendors, contributing effectively to joint projects and initiatives.<\/span><\/li>\n<\/ul>\n </li></ul> <p>QUALIFICATIONS:<\/u><\/strong><\/span><\/p>\n</p> <p>\n</p> <ul> <li>At least three years of experience in a call center or related field required.<\/span><\/li>\n </li><li>Requires education equivalent to a college degree (BS or BA in a relevant field), Finance, Human Resources, or a related field. <\/span><\/li>\n </li><li>Professional, well-developed interpersonal skills necessary for supervising Contact Center staff and servicing Credit Union members, staff, and clients. <\/span><\/li>\n </li><li>Work requires knowledge of Credit Union policies and procedures, and all Credit Union services and products. Knowledge of the Credit Union movement preferred.<\/span><\/li>\n </li><li>Requires judgment to apply broader aspects of established practices to situations which go beyond clear, concise guidelines.<\/span><\/li>\n </li><li>Intermediate mathematical skills required (calculations and concepts involving decimals, percentages, fractions, etc.)<\/span><\/li>\n </li><li>Expert knowledge of Symitar, Genesys Cloud, FIS, Online Teller Admin, Bill Payer Admin, Alacriti, Card Wizard, Harland Clarke, Check 21, uGenius, True Checks and Meridian Link.<\/span><\/li>\n </li><li>Ability to prioritize tasks, manage multiple responsibilities, and meet deadlines in a fast-paced, high-volume environment. <\/span><\/li>\n<\/ul>\n </li></ul> <p>Our commitment to your success is enhanced by our competitive salary commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.<\/span><\/p>\n</p> <p>EOE M\/F\/D\/V<\/span><\/strong><\/span><\/p>","</p>