Call Center Sales Manager

LEADERSHIP AND MANAGEMENT RESPONSIBILITIES

• Embody the Credit Union's core values of Trust, Integrity, Teamwork, and Making a Difference and ensure direct reports embody these core values and apply them in daily activities.
• Provide leadership, guidance, and input to ensure the staff meets and exceeds the Credit Union's service standards, achieves performance goals, and provides superior member service.
• Promote and foster the career development of individual employees.
• Support individual growth and goal achievement by conducting scheduled one-on-one sessions and routine follow-up touch points with each employee.
• Working with leaders and team members in other departments to coordinate member services, responses, research, resolutions, or carry out other required duties to support our membership.
• Effectively manage pipelines in the Call Center. Driving the delivery of existing products and services to achieve and exceed revenue targets.
• Develop individual and team objectives for staff consistent with strategic and operating plans, monitor and hold staff accountable on their progress toward achievement of objectives both individually and as a team, and engage in regular dialogue with direct reports on their progress toward objectives.
• Collaborate with other departments to execute targeted priorities.
• Leading improvement initiatives to ensure goals are met that support achievement of company financial objects and member satisfaction.
• Participating in special projects and perform other assignments as needed.
• Establish and maintain strong relationships with key stakeholders (internal and external) to ensure seamless communication and collaboration.
• In consultation with Human Resources, promote and/or transfer, dismiss or change the status of employees as well as ensure succession planning is in place for future management staff.

OPERATIONAL RESPONSIBILITIES

• In collaboration with the Director, Contact Center, analyze and develop strategic plans to improve key Call Center performance metrics such as; service level, average speed of answer, call abandonment rate, handle time, etc. with a primary goal to increase first call resolution and overall member satisfaction.
• Analyzing Call Center data and make recommendations to improve operations, member experience, as well as forecast and plan.
• In collaboration with the Call Center Assistant Managers; serve as an operational reference to staff in resolving member complaints and problems in a timely manner.
• In collaboration with the Quality Department, listen to and provide feedback on recorded calls to ensure consistency and to evaluate to ensure that quality objectives are achieved.
• Oversee and provide guidance and direction regarding monetary transaction processing, make exceptions to policy as appropriate and within established authority limits to resolve issues.
• Provide team members with training, tools, and resources to successfully perform their jobs.
• Follow and ensure that department staff follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.
• Maintain integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; comply with privacy act directives.
• Perform other duties as assigned.