Manager, Contact Center Operations - Service Delivery

Manage Contact Center team in the delivery of sales and service excellence to UNFCU members and staff. Supervise, coach, motivate, and develop the Contact 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. Ensure compliance with federal and state laws and regulations and UNFCU’s Code of Ethics & Business Conduct.

This role will focus on managing digital channels within a contact center environment.

This position is remote. Work shift is 11:00AM-7:00PM EST

NYC Salary Range - $100,860 - $115,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.

• Responsible for direct supervision and leadership of supervisors and their teams. Performs all duties inherent to a leadership position.
• Meet objectives by monitoring team performance (on a daily, monthly, quarterly and annual basis) and achieving successful outcomes through excellent onboarding, training, performance feedback, skills coaching and continuous development. 
• Ensure supervisors and staff utilize all available resources to provide a frictionless member experience consistently at every touchpoint. 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.  
• Select, develop, train, coach, evaluate, and motivate Contact Center Supervisors to maximize performance and foster a service and sales culture of excellence. Ensure Contact Center Supervisors practice the same with Contact Center Agents, overseeing the delivery of high quality sales and service via thorough member interactions in accordance with UNFCU’s service excellence principles.
• Ensure that member concerns, problems and complaints are responded to and resolved expeditiously, resulting in the recovery of member satisfaction and continued member loyalty. Personally address and resolve escalated member complaints and issues as needed.
• Ensure compliance with internal policies, procedures and federal regulations.
• Evaluate quality assurance assessments and communicate results to the Contact Center leadership 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.
• Stay current on new policies/procedures, operational changes, system enhancements and new products and services. Work with the Contact Center leadership team to ensure appropriate training is developed and delivered as needed.
• Help to ensure department processes and operational procedures are up-to-date in the Document Library.
• Provide member information and assistance to other departments to resolve member inquiries.
• Uphold UNFCU’s compliance with the Bank Secrecy Act and anti-money laundering policies and procedures, including:
• Maintain awareness of and report suspicious activity
• Complete all relevant BSA reports promptly and accurately (e.g., CTRs, SARs)
• Complete annual BSA/AML/OFAC training

• Bachelor’s degree or equivalent experience
• 7+ years of management experience, some of which was in a call/contact center environment overseeing or working with digital channels
• 3+ years’ experience managing a team of 20+ direct or indirect reports
• 1+ years’ experience in a retail banking/financial services preferred
• 3+ years’ experience managing remote teams preferred
• Bilingual English and Spanish or French language proficiency is a plus

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

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture. 

UNFCU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. UNFCU prohibits discrimination and harassment of any type. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by country, federal, state or local laws.