Call Center Manager

Date posted:

Department:

Call Center

Location:

Long Island City (HQ) - Queens, NY

Salary range:

USD 90,000 - USD 105,000

Description:

In this role you will manage the delivery of sales and service excellence in our 24/5 inbound call center environment through all interaction channels (phones, email & webchat). 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. This position is also responsible for having a complete knowledge of all phases of Call Center operations which include member inquiries and requests, as well as related laws and regulations. Evaluate and manage systems, process flow and resources of department to support business needs and objectives. This position reports to the AVP – Member Directed Services and directly manages three Call Center Supervisors. The Call Center is nearly 50 staff in size.

Accountabilities:

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.

Ensure Call Center Supervisors, and in turn MSR staff, utilize the internal sales model to provide a memorable member experience at each and every touch point. In addition, they should utilize the model to deepen connections with members to better understand their needs by asking effective questions and building relationships. Lastly, ensure they also utilize the model to 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.

Direct Call Center Supervisors to ensure the delivery of high quality service to members by making certain they are served effectively and promptly. Ensure the smooth operation of the Call Centre by ensuring adequate staffing. Maintain Call Center staffing and scheduling models, workload and shift forecasts.

Oversee regular group call monitoring and quality reviews of e-mail replies/webchats to ensure quality and consistent service delivery.

Manage staffing resources efficiently to achieve service level standards for all interaction channels (phone, email and webchat).

Establish and maintain open communication and good working relations with back office departments to facilitate end to end service delivery.

Ensure all member transaction requests are conducted accurately and according to service standards.

Maintain knowledge of products, services, industry trends and developments geared towards the development and planning of strategy in line with organization’s strategic goals.

Monitor sales results and ensure Call Center Supervisors execute monthly coaching sessions with Member Service Representatives using the internal sales model to satisfy member needs, develop sales 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 service principles and internal sales model.

Ensure that members’ 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.

Interview and select candidates for employment; promote teamwork and cooperation within the Call Center and across the Credit Union; administer disciplinary action as needed.

Write and conduct annual performance evaluations for direct reports; review all annual performance evaluations, action plans and disciplinary memos written by Call Center supervisory staff.

Conduct monthly accountability mapping sessions with direct reports.

Conduct routine analysis in order to make recommendations to increase department’s efficiency and take measures to automate processes as necessary.

On behalf of the AVP, provide intra-day updates to staff based on analysis of service delivery and Call Center statistics.

Assist with department projects and event planning and execution.

Ensure compliance with internal policies, procedures and federal regulations.

Qualifications:

An incumbent in this position must possess outstanding oral and written communication skills, strong working knowledge of Microsoft Office, particularly Excel, a professional appearance and a willingness to work flexible hours. Strong analytical and problem solving skills required, as well as thorough knowledge of call center process flow. Must be able to maintain an effective quality review program.

A typical way of obtaining the knowledge, skills and abilities required for this position is a Bachelor’s degree and 10-15 years experience in a call center environment in progressive roles. Prior experience in a financial and sales-oriented environment preferred. Thorough knowledge of ACD and contact management systems, including ACD reports, is necessary. Previous management experience required, including managing exempt-level and/or supervisory staff. Previous experience in an analyst and/or trainer role is helpful, as well as experience in a full service, multi-focused call center environment. Scheduling/workforce planning experience is required.