Contact Center Manager

    • Job Tracking ID: 512165-831076
    • Job Location: Broomfield, CO
    • Job Level: Mid Career (2+ years)
    • Job Type: Full-Time/Regular
    • Date Updated: 09/14/2022
    • Years of Experience: 2 - 5 Years
    • Starting Date: ASAP
    • Days of the Week: Mon,Tue,Wed,Thurs,Fri,Sat
    • Hours: 40 hours a week varying hours Monday - Friday 7:00am - 6:00pm and Saturday 9:00am - 1:00pm
    • Salary: Annual Salary $61,841 - $92,762 based on experience.
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Job Description

$1000 HIRING BONUS FOR ALL NEW EMPLOYEES*

*$1000 to be paid out 90 days after start date.

As The Artisans of Banking, we strive to be B.R.A.V.E. (Build Relationships & Add Value Everyday). We recognize that in order to meet the needs of our communities, we must represent our communities. Our success relies on creating a culture where we have diverse perspectives and a true sense of belonging. This is a journey, and we pledge to do more than simply check the box.

When you join our Premier Members team, your benefits will include:

  • Comprehensive medical insurance plan that has HRA, HSA, and FSA options
  • Dental and vision insurance
  • Generous paid-time-off
  • 11 paid holidays
  • Annual bonus
  • 401(k) plan with a 5% match
  • Wellness program
  • Tuition assistance
  • 1% employee loan discount
  • Employee Assistance Program (EAP)
  • Life and disability coverage

What sets working for Premier Members apart?

  • Career development and pathing opportunities to move into leadership roles or other lines of business within PMCU such as Commercial Lending, Finance, Marketing, Underwriting, Member Solutions, Training, Human Resources, and more.
  • Supportive and engaging work environment.
  • A wellness and sustainable work culture that puts family, Mother Nature, our community, and your health first.
  • A work environment that encourages personal as much as professional growth, teamwork to make the dream work, and treating everyone equally.

Annual Salary $61,841 - $92,762 based on experience.

Experience and Skills

POSITION SUMMARY:

Call Center Manager is responsible for providing consistent leadership and management of the entire Call Center team. Responsible for effective service management, resolving member opportunities at the first contact point. Promotes an effective team relationship between the call center, branches, departments and members by providing the highest quality of professional and courteous service. Ensures that all delivery channels maintain the same level of superior member service. Responsible for scheduling, staffing and managing the call center employees. We embrace individuals who believe in being Premier by displaying: Member Focus, Going the Extra Mile, Build Strength Through Teamwork, Taking Ownership and Being a Lifetime Learner.

ESSENTIAL FUNCTIONS:

  • Live our mission and corporate philosophy on a daily basis: Build Relationships and Add Value Everyday - B.R.A.V.E.
  • Build member and staff relationships that deliver value and demonstrate that we care
  • Focus on team and self-development, leadership and management through training and ongoing communications including one-on-ones, department sales meetings and observations designed to support individual and team success, achievement of goals and career progression
  • Promote positive working relationships while working with other departments to provide service the exceeds member expectations and consistency in processes for the membership and staff
  • Manage all remote delivery channels to ensure organizational service levels are maintained or exceeded
  • Prepare contact center performance reports by collecting, analyzing and summarizing data and trends
  • Ensures department service level (SLAs) goals are attained by providing staff the necessary tools and support needed to perform job duties
  • Ensures adequate staff and staffing continuity to meet service delivery demands of members. Monitors call-flow reports and member opinions to ensure proper telephone coverage
  • Communicates and coordinates effectively with other departments within and outside the organization to enhance member experience
  • Regularly monitors effectiveness and relevancy of department goals
  • Uses effective judgment to make sound decisions while minimizing the credit union’s exposure to risk
  • Resolves escalated member issues to maintain or repair relationships
  • Creates, implements and maintains department’s standard operating procedures
  • Directly manage all human resource processes for all direct reports, including scheduling, staffing, disciplinary actions, performance reviews, career development and career paths, training, and interviews
  • Perform other duties as needed or assigned.
  • Consistently demonstrates the Premier Experience involving B.R.A.V.E. and complies with all policies, procedures and regulations.

QUALIFICATIONS

EDUCATION/CERTIFICATION:

  • Bachelor’s degree preferred or the equivalent combination of education and experience

REQUIRED KNOWLEDGE:

  • Strong understanding of member service principles
  • Advanced knowledge level of Excel preferred
  • Understanding of workforce management principles in a call center environment

EXPERIENCE REQUIRED:

  • Minimum of three years of related Member Contact Center experience
  • Minimum two years of direct supervision of personnel

SKILLS/ABILITIES:

  • Good motivational and leadership skills
  • Able to organize multiple projects
  • Solid oral and written communication abilities

WORKING CONDITIONS

  • Standard office conditions
  • Low to moderate noise
  • Limited lifting up to 10 lbs.

This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

This Job Description is not a complete statement of all duties and responsibilities of this position and may change with or without notice.