Call Center Manager

Come join one of Connecticut's "Top Workplaces"!

CPCU is looking for a career driven, goal oriented, management professional to join our growing organization. If you enjoy working with an outstanding team that makes a difference in the lives of their membership and community everyday, then we'd enjoy meeting you!

SUMMARY

Under the supervision of the Assistant Vice President of eServices and in compliance with established policies and procedures. The Call Center Manager provides leadership, high level of member satisfaction and clear day to day direction of call center and their employees. Duties will include hiring and training Call Center staff, establishing goals for call center employees to follow and resolving any member issues or other call center problems that occur.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

1. Motivate and coaches team members on navigating difficult member issues
2. Analyze call center data and prepare reports for management
3. Develop monthly, quarterly and annual call center goals and action plans.
4. Perform Side By Side call handling evaluations / monitoring the team’s call activities and performing QA on calls.
5. Evaluate staff effectiveness and performance annually or on an at-need basis
6. Coordinates with cross-functional teams to improve the employee and member experience.
7. Communicate with dissatisfied members to find a satisfactory solution with escalated issues
8. Analysis and optimize processes to achieve greater efficiency in the call center
9. Assists members and potential members with their telephone requests.
10. In collaboration with the CPCU training manager, train incoming /existing contact center reps
11. Manage, monitor and respond to iBanking inquiries and text messaging.
12. Manage the processing, posting and balancing of daily mailed loan payments / deposits.
13. Process Share Certificates and IRA requests
14. Identify cross-sale opportunities and cross-sell products and services to members.
15. Responsible for meeting sales goals personally as well as team goals.
16. Manage the mining for sales opportunities and follow through with outbound sales calls.
17. Accepts incoming calls for loan information. Explains a variety of lending options and products to members in a professional and courteous manner.
18. Process web-applications
19. Prepare eSign packages and assist the members in the proper completion and electronic signing of documents
20. Underwrites and approves loans based on knowledge and approval authority issued by the Board of Directors.
21. Performs other related duties upon request.

NON-ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

Requires direct supervision of the Contact Center Team and may occasionally provide supervision to the other eService staff.

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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED), Associate or college degree preferred; or three to five year related experience and/or training; or equivalent combination of education and experience. Requires extensive knowledge of state and federal regulatory compliance requirements and credit union policies and procedures, and knowledge of basic legal processing. Essential computer or other knowledge including credit card operations. Be knowledgeable and proficient in the use of computers and computer software such as; Microsoft Office (Word, Excel).

LANGUAGE SKILLS

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

SCOPE OF RESPONSIBILITY

Incumbent functions independently within broad scope of established departmental policies and goals, generally refers specific problems to supervisor only where clarification of operating policies and procedures may be required.

INTERPERSONAL SKILLS

Functions performed required the ability to communicate involved information with other employees or general public under conditions where basic understanding or sensitivity may be required to effectively promote and maintain relationships.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee 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 employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

Note: Regularly - more than 2/3 of the time, frequently - 1/3 to 2/3 of the time, occasionally - less than 1/3 of the time

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.