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Call Center Manager I
Location:
Santa Fe, NM
Description:
POSITION TITLE: Call Center Manager I REPORTS TO: AVP Retail Experience SUPERVISES: Call Center Staff JOB STATUS: Exempt JOB GRADE 11: $54,560.88 - $81,841.32 Annually JOB SUMMARY: Employee is responsible for the leadership, supervision and efficient operations of the Call Center. This position serves a critical role in leading teams that create member satisfaction through quality service and support to State ECU members and fellow employees. This employee works to meet department assigned goals and operations support functions, while coaching and developing their staff. All employees of State Employees Credit Union are proactive, result driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management. DUTIES/ RESPONSIBILITIES: Directs Call Center staff as well as overall responsibility for the performance of the department. Mentor employees to ensure they are adequately trained and consistently meeting department goals for: calls answered/abandoned, transferred calls, grade of service, and member service. Participate in the hiring, training, and coaching of employees. Monitoring and completion of monthly call center reports. Responsible for all aspects of the phone system including but not limited to ensure adequate functionality, recorded messages including holiday greetings. Analyze department and employee workflow to ensure a high level of quality and productivity for each employee. Accountable for tracking member feedback, analyzing employee performance and recommending solutions for improvement. Performs all written performance evaluations for employees of Call Center and makes written recommendations for direction of Call Center representatives. Maintains written department procedures and ensures staff are complying. Tasked with discipline and disciplinary actions, if necessary. Revise procedures, as needed, within the Call Center. Responsible for member research, member correspondence, and bank by mail Attends all training on new products offered by State ECU. Performs other duties as assigned. Education/Experience: Education or experience equivalent to a bachelor's degree in business administration or related field, in addition to 5 plus years' experience in a call center or retail branch environment. In addition, at least 2 years of supervisory experience is required. QUALIFICATIONS: Excellent leadership in motivating others and building teams that demonstrate strong service orientation and that produce high member satisfaction. Ability to evaluate, interpret information, and make sound, independent decisions. Excellent patience, tact, enthusiasm and positive attitude toward the members and general public. Excellent verbal and written communication skills are necessary. Excellent organizational skills and attention to detail. Excellent time management skills with a proven ability to meet deadlines. Able to de-escalate difficult situations while creating the best possible member experience. Strong proficiency with Microsoft Office Suite. Job Related Travel - As required. GENERAL REQUIREMENTS: Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to: Works in a safety conscious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace. Adheres to policy on Drug Free Workplace. Complies with company policies and procedures and local, state and federal regulations. As a condition of employment, new hires must be fully vaccinated against COVID-19 on or before the first day of employment (subject to legally mandated exemptions). PHYSICAL REQUIREMENTS: Requires sitting for long periods of time, some standing, walking, kneeling, stooping, bending, lifting, grasping and fine hand coordination. Visual and aural acuity required. Finger and hand dexterity required. Must be able to lift 15 pounds maximum, with occasional lifting and/or carrying of objects weighing up to 10 pounds. Requires ability to remain calm under stressful situations. Must be able to access and navigate each department at the organization's facilities. State Employees Credit Union offers a highly competitive benefits package Applications must be received by Human Resources State Employees Credit Union of New Mexico is an Equal Opportunity Employer Equal Opportunity Employer, including disabled and veterans
Company:
State Employees Credit Union
Posted:
December 26 2023 on ApplicantPool
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More About this Listing: Call Center Manager I
Call Center Manager I is a Customer Service Call Center Representative Job at State Employees Credit Union located in Santa Fe NM. Find other listings like Call Center Manager I by searching Oodle for Customer Service Call Center Representative Jobs.
Call Center Manager I is a Customer Service Call Center Representative Job at State Employees Credit Union located in Santa Fe NM. Find other listings like Call Center Manager I by searching Oodle for Customer Service Call Center Representative Jobs.