• Manager, Call Center

    Location US-NY-Long Island City
    Category
    Customer Service
  • Overview

    Manage Call Center team in the delivery of sales and service excellence to UNFCU members and staff through all interaction channels.  Supervise, coach, motivate, and develop the Call Center team to establish effective member relationships. Uphold UNFCU’s mission and core values by promoting teamwork, developing staff, and leading by example. Drive achievement of corporate and departmental goals and objectives.

    Responsibilities

    • Manage Call Center operations through monitoring trends on all interaction channels to implement effective process/workflow adjustments based on workload and analysis of statistical data; analyze daily Call Center stats reports; draft and send key performance results to executive management team.
    • Prepare intermittent reports that outline department performance.
    • Manage operations through monitoring trends and changing workforce parameters to ensure that the department maintains exceptional performance.
    • Ensure Call Center Supervisors, and in turn MSR staff, utilize all available resources to provide a memorable member experience at each and every touch point. Ensure they also become a trusted advisor to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future needs.
    • Monitor results and ensure Call Center Supervisors execute monthly coaching sessions with Member Service Representatives using all available resources to satisfy member needs, develop sales & service skills, and meet established targets.
    • Select, develop, train, coach, evaluate, and motivate Call Center Supervisors to maximize performance and foster a service and sales culture of excellence; ensure Call Center Supervisors practice the same with Member Service Representatives, overseeing the delivery of high quality sales and service via thorough member interviews in accordance with UNFCU’s principles.
    • Ensure that member concerns, problems and complaints are responded to and resolved immediately in a fair and positive fashion, resulting in the recovery of member satisfaction and continued member loyalty; personally address and resolve escalated member complaints and issues expeditiously.
    • Ensure compliance with internal policies, procedures and federal regulations.
    • Conduct quality assurance assessments and communicate results to Executive team. Suggest training and systems needs as required to ensure that high levels of satisfaction and quality assurance are maintained with all members.  Conduct on-going quality reviews of member inquiries/requests from all interaction channels to ensure the level of service rendered is within UNFCU standards and quality guidelines.
    • Manage the accomplishment of assignments; ensures that planning, follow-up and reporting procedures are used and appropriate.
    • Stay current on new policies/procedures, operational changes, system enhancements and new products and services.
    • Help to coach/mentor and provide strategies to ensure Call Center employees can satisfactorily meet individual and department standards for quality.
    • Conduct on-going quality reviews of member requests from all interaction channels to identify training needs.
    • Help to ensure department processes and operational procedures are up-to-date in the Document Library.
    • Ensure compliance of federal regulations and UNFCU policies, procedures, and standards.

    Qualifications

    TYPE & AMOUNT OF EXPERIENCE:

    • Bachelor’s degree and 10+ years of management experience
    • Experience in a retail banking/financial services call center environment
    • Experience in Call Center training/quality assurance processes and measurement
    • Experience dealing simultaneously with internal and external customers
    • Experience reporting performance up to senior levels of management
    • Experience dealing with a dynamically changing work environment
    • Experience managing a 24-hour operation a plus

     

    TECHNICAL COMPETENCIES:

    • Experience with managing a complex operation to perform to certain SLAs or KRIs
    • Experience with call center technologies such as phone switch software, reporting software, and workforce management applications

     

    BEHAVIORAL COMPETENCIES:

    Leading the organization:

    • managing change
    • solving problems and making decisions
    • managing politics and influencing others
    • taking risks and innovating
    • managing the work
    • enhancing business skills and knowledge
    • understanding and navigating the organization

    Leading the self:

    • demonstrating ethics and integrity
    • displaying drive and purpose
    • exhibiting leadership stature
    • increasing your capacity to learn
    • managing yourself
    • increasing self-awareness
    • developing adaptability

    Leading others:

    • communicating effectively
    • developing others
    • valuing diversity and inclusion
    • building and maintaining relationships
    • managing effective teams and work groups

     

    WORK ENVIRONMENT/CONDITIONS:

    • Standard office conditions
    • Must possess a willingness to work flexible shifts and extended hours, including weekends when necessary to meet department needs

     

    In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.

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