KEESLER FEDERAL CREDIT UNION

is seeking a dynamic leader with a passion for driving EXTRAORDINARY member service to join our team as the

Member Contact Center Manager

SALARY RANGE: $68,269.77 - $75,096.74 Commensurate with experience. Opportunities to earn monthly incentives averaging $500 or more.

CAREER OPPORTUNITY SUMMARY

As a Call Center Manager, you'll be at the forefront of our mission "BE EXTRAORDINARY", while optimizing our call center operations. Your day-to-day will be a dynamic blend of leadership, strategic thinking, and hands-on problem-solving. You'll lead a team of talented call center representatives and supervisors, fostering a culture of teamwork, enthusiasm, and continuous improvement. Your leadership will empower our team to excel in delivering top-notch member experiences.

You're the orchestrator of efficiency! You'll monitor call center metrics, track performance data, and optimize processes to ensure our team operates at peak performance. Your strategic mindset will drive operational enhancements to elevate our service delivery. Embrace the future with us! You'll stay ahead of the curve by exploring and implementing the latest call center technologies. Your innovative ideas will revolutionize how we engage with our customers and streamline our operations.

EXTRAORDINARY BENEFITS:

• Medical, dental, and vision insurance
• Employee and Dependent Life Insurance
• Short Term & Long Term Disability Benefits
• Section 125 Flexible Spending Accounts for Health Care and Dependent Care expenses
• 401(k) Retirement Plan with 100% match on the first 5% contributed by you
• Paid Time Off (PTO)
• 11 Paid Holidays
• Tuition Reimbursement
• Competitive Scholarships
• EAP (Employee Assistance Program)

Supervisory Responsibilities

Directly manages team leads in the contact center in accordance with the credit union’s policies, including interviewing, hiring, and assigning work; rewarding, development coaching, counseling, and disciplining team members; evaluating performance; recommending team members for promotion, transfer, or termination. This role involves managing a team of Assistant Managers, Team Leads, Workforce Management, and Quality Assurance Manager (WEM).

Essential Functions

• Manage and lead a team of call center professionals, including a Workforce and Quality Assurance Manager, Assistant Manager, Team Leads, and Member Service Representatives handling member service, new accounts, and lending calls.
• Develop and implement strategies to achieve call center goals and objectives, including service level agreements, call quality, and member satisfaction targets.
• Monitor and analyze call center performance metrics, identifying areas for improvement and implementing corrective actions as necessary.
• Ensure adherence to call center policies, procedures, and regulatory requirements.
• Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement.
• Conduct regular performance evaluations, provide coaching and feedback to direct reports, and identify training needs to enhance individual and team performance.
• Collaborate with other departments to address member inquiries, resolve escalated issues, and improve the overall member experience.
• Stay updated on industry trends, best practices, and emerging technologies related to call center operations.
• Maintains a high level of confidentiality relative to any information received directly or indirectly as it relates to the organization, membership, team, and management.
• Utilize Genesys Cloud CX platform to optimize call routing, workforce management, and reporting capabilities.
• Prepare and present reports on call center performance, trends, and recommendations to senior management.
• Maintains a working knowledge and daily supervision of all functional requirements of the inbound contact center.
• Works with the Contact Center Director to develop a business plan to support the organization’s strategic plan.
• Responsible for compliance with all Federal regulations, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC)

Other Duties and Responsibilities

• Assumes other special activities and responsibilities from time to time as directed.
• Serves as a credit union representative in the community and actively participates in community events and organizations.
• Responsible for satisfactory completion of any training or certification as needed or required to maintain quality member service.
• Assist in disaster preparedness and recovery.
• Performs other duties as may be assigned by the Director of the Member Contact Center.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelor's degree in Business Administration, Management, or a related field required.

Experience and Other Requirements

• Minimum of 5 years of experience in call center management, preferably in the financial services industry.
• Strong knowledge and experience with Genesys Cloud CX platform preferred.
• Proven track record of achieving and exceeding call center performance targets.
• Excellent leadership and interpersonal skills, with the ability to motivate and inspire a team.
• Exceptional problem-solving and decision-making abilities.
• Strong analytical and data-driven mindset, with the ability to interpret and utilize call center metrics effectively.
• Excellent verbal and written communication skills.
• Ability to adapt to a fast-paced and dynamic environment.

Interpersonal Skills

A significant level of trust and diplomacy is required in addition to normal courtesy and tact. Work involves extensive personal contact with others and is usually of a personal or sensitive nature. Work may involve motivating, influencing or training others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Computer Skills

• Proficient in Microsoft Office Suite.
• Experience with Symitar financial institution software preferred.
• Experience with e-mail software and use of the Internet preferred.
• Skilled use of office equipment such as calculators, fax machines and copiers required.
• Knowledgeable of emerging computer technology, such as mobile devices, imaging technology, and social media.

Certificates, Licenses and Registrations

• None

Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the team member is regularly required to sit for extended periods of time; use hands and fingers to handle or feel; reach with hands and arms; talk and hear. Team member is regularly required to use a telephone headset or handset. Mental functions, including computing, composing, copying, compiling, analyzing, coordinating and communicating are essential. The team member is occasionally required to stand, walk and lift up to approximately 10 pounds.

Work Environment

The work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Extensive use of desktop computer is required. The noise level is that of a normal office environment.

Declaration

The human resources department retains the sole rights and discretion to make changes to this job description

#HPIND

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)