Contact Center Manager

Position Summary:

LAFCU's Contact Center Manager is responsible for the management and effective operations of the Contact Center team. This position plans, directs, and controls the activities of the Contact Center Representatives, to provide excellent member service, answer questions, perform transactions, resolve problems, build relationships, create referrals, and achieve sales results. Additionally, this position will be responsible for coaching staff for success and personal growth, optimizes digital systems and automation, including telephone/chat/video chat/SMS text/artificial intelligence platforms, to ensure efficiencies and expense management.

This position is a full-time, exempt, management position and reports to the AVP/Contact Center in the Contact Center Department

Essential Functions & Responsibilities:

• Monitors all Contact Center related functions, to ensure operations provides outstanding service to members, foster a positive team environment, leverage systems and technologies to maximize efficiencies, and achieve business objectives.
• Trains, develops, and motivates team members. Develops a relationship building centered sales and service culture, to enhance and deepen member relationships.
• Serves as a knowledge resource for other members of the department and shares knowledge through cross-training. Utilizes deep understanding of credit union products, services, and processes. Provides and leverages subject matter expertise with respect to Lumin Mobile Apps, Lumin Online Banking, credit union membership, deposits, payments, loans, and other services provided by the credit union to assist internal teams and members. Applies knowledge and skills including required systems, policies, procedures, etc.
• Handles escalated member issues, and provides overrides and approvals as needed. Assists members in all areas relating to their financial needs, including responding to questions, performing transactions, building relationships, resolving complaints, researching issues, etc. according to policy and procedures.
• Ensures Contact Center Representatives, Leads, and PSCU afterhours assistance are maintaining department standards, including but not limited to performance statistics and reporting, internal and external service evaluations/surveys, sales tracking, ACD adherence, accountability, and punctuality. Includes maintaining communication with PSCU afterhours assistance and updating agent scripts as needed.
• Coaches staff and documents performance utilizing the performance management system (Performance Pro) in a timely manner. Conducts performance reviews and counsels to address performance issues as needed.
• Facilitates new/temporary hire interviewing, selecting, and onboarding, to maintain appropriate staffing levels.
• Coordinates staff work schedules, including extended hours. Works varied weekly work schedule to ensure supervisor oversight and availability for staff support.
• Responsible for adhering and enforcing California Wage & Hour laws by overseeing and approving staff record keeping and attendance on ADP Time and Attendance system.
• Creates presentations and conducts Contact Center monthly department meetings.
• Maintains a safe work environment for staff. Reports any work-related injuries/illness to the Manager/Human Resources and AVP/Contact Center immediately.
• Provides back-up for any position in the department and allow for flexibility in adjusting work hours to accommodate members or staff shortage as needed. Answers incoming calls promptly and efficiently; ensures members receive accurate information in a timely manner. Delivers excellent member service to all channels of member communication. Displays enthusiasm and determination to provide results above expectations.
• Stays informed and complies on all laws and regulations for call center management as well as operating guidelines that may affect the operation and staff of the Contact Center.
• Composes Contact Center Procedures for new and revised procedural updates. Proposes suggestions for streamlining department and credit union operations.
• Participates on teams, or may lead teams, implementing strategic and department projects to ensure research, testing, processes, procedures, and implementations are completed and goals are achieved. May include providing support to other departments or branch projects appropriately.
• Performs duties of Assistant Treasurer to provide signature on credit union checks.
• Works remotely as needed. Establishes and monitors remote worker(s) schedule, guidelines & standards ongoing.
• Performs other requested tasks and miscellaneous functions/duties as assigned by AVP/Contact Center and Senior Management.

Qualifications:

• High School diploma or equivalent required. Related AA, BS or BA degree or equivalent is preferred. Ability to operate standard business machines.
• 3 years of supervisory/managerial experience required, within a financial institution is preferred. Minimum 2-3 years' experience in a call center environment, with knowledge of Contact Center reporting, Artificial Intelligence, Video Chat, Live Chat and SMS text communication preferred.
• Friendly and professional. Excellent communication skills; sound judgment, attention to detail and ability to write. A thorough knowledge of Contact Center operations, telephone, sales and service techniques. Professional attitude and ability to motivate employees. Exhibits outstanding organization and multitasking skills.
• Requires 6+ hours of sitting a day. Fine dexterity and use of computer keyboards for long periods of time. Requires ability to use telephone system for extended periods of time. Visual skills for computer, hearing skills for phone use and credit union reports. Also requires repetitive use of hands.

Salary:

• The minimum and maximum base annual salary range for this position is $69,492.25 to $106,807.88 in California.
• The target starting base annual salary rate is between $69,492.25 to $88,243.40.
• This compensation and benefits information is based on Los Angeles Federal Credit Union's good faith estimate as of the date of publication and may be modified in the future.
• The starting base salary within the range will depend on a variety of factors that may include relevant prior experience and/or education, or skills and expertise
  
  LAFCU is an Equal Opportunity Employer. We are committed to building an inclusive and diverse workforce.