Member Contact Center Manager

Purpose & Core Values

The primarypurpose of any position is to assist Community Choice Credit Union to live out our purpose: we believe in helping our neighbors achieve the life they desire. A key component of this purpose is to provide outstanding service to both internal and external members by living our core values.

Position Summary

This role directly and indirectly leads the Contact Center at the Credit Union. This means holding the team accountable for successful completion of the Contact Center business plan and coaching the daily leadership to meet and/or exceed expectations. Works with the team members within the Contact Center and credit union to ensure an excellent member experience. Mentors, educates, redirects and inspires team members to meet their fullest potential. This role is considered a leader within the Credit Union.

Core Competencies

• Core Values:
  1. Committed: We are committed to serving Michigan guided by the principles that underlie the credit union movement of service, integrity, and respect for every human being.
  2. Charitable: We Give Big every day to our membership, our communities, and each other. We are dedicated to supporting Michigan by giving our time and services to the communities we serve.
  3. Credible: We are our Members’ trusted financial advisors; each Team Member plays an integral role in the well-being of our Members’ financial lives and the success of Community Choice Credit Union.
  4. United: We are a Team. We unite to achieve success, celebrate success, and continually improve the service we provide to our members, our communities, and each other.

Position Competencies

1. Coaching: Develop each employee to their highest potential by identifying areas for improvement and celebrating strengths. Demonstrate enthusiastic support or corporate purpose, core values and long term objectives and educate team members on our 'why'. Forms trust and relationships by demonstrating concern and respect for others and providing transparent communication. Ensures that team members understand their level of expectation, including what they are responsible to deliver and expected to undertake. Provides mentorship, support, feedback, and holds team member accountable for their responsibilities. Leader observes their team members performance daily. This allows the leader to catch team members doing it right, redirect, and deliver effective confrontations, if applicable. Through performance observations, identify team members willingness and ability. Train or delegate on the job training to team members to ensure they are able to complete tasks. Engages in two-way conversations throughout the year, at minimum on a monthly basis, that ensure an up-to-date understanding of performance expectations, celebration of performance, performance gaps, and actions required to close any gaps. Allows others to find their way, yet helps when needed. Uses coaching resources and data to develop specific performance actions for team members, ie. additional responsibilities/authority, project initiatives, development plans and responsibility restrictions.
2. Decision Making: Gathers enough information to allow a trustworthy assessment of risks and benefits of alternative approaches in any decision. Stays focused on objectives and considers both the short-term and longer-term impact of decisions and keeps objectives in mind throughout the process. Collaborates and communicates with key stakeholders who are necessary to involve in the overall decision making process.
3. Drive for Results: Develops challenging objectives (stretch goals) and accepts personal responsibility or if applicable, holds others accountable for achieving them. Puts priorities on resources, inspires performance and measures outcome. Continues to manage the objectives until result is accomplished. Communicates with others and motivates to achieve results. Demonstrates a strong sense of urgency about achieving goals; high energy, passion, and speed for competitive advantage. Is diligent, sees it through, and gets it done. Gains feedback for self and others after results are accomplished to ensure continuous improvement and celebrates wins.
4. Role Mastery of Essential Duties: Able to perform essential duties as outlined in job description. Contributes productivity and value within role. Is willing to learn and improve performance.

Essential Duties

• Lead and develop a highly effective team of employees to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.
• Manage Member Contact Center staff of 36+ team members who handle more than 325,000-member interactions per year. Interactions are received from multiple delivery channels including inbound calls, outbound calls, and email.
• Evaluate and clearly communicate the work of the Assistant Manager and team members by ensuring timely performance appraisals, recommending promotions and reassignment, to ensure efficient and effective delivery of service to all members. Identify and provide opportunities for effective training, coaching and mentoring techniques to ensure development, performance goals and growth targets of the credit union are achieved.
• Encourage and support team members with effective communication regarding work performance and goal achievement. Take corrective actions to ensure a high-quality work environment and individual, departmental, and organizational goals are achieved. Foster and execute a culture of engagement that continually delivers a high level of internal and external member experiences.
• Develop, apply, and maximize opportunities for process improvements, policies and procedures for the Member Contact Center to reduce operating costs while achieving revenue goals.
• Prepare and submit standard reports of goal achievement to communicate and aid Senior Management in organizational accomplishments.
• Manage the success and quality of our after-hours call center vendor to ensure they are meeting service expectations and are providing timely and accurate service to our members. Hold them accountable for achieving the standards or performance consistent with our expectations.
• Establish, execute and continually analyze incentive programs that drive established performance levels while supporting organizational initiatives.
• Manage the Contact Center quality assurance programs. Establish standards governing customer interactions and oversee the QA monitoring programs. Coordinate training programs or process enhancement that correct quality issues.
• Develop, apply, and maximize opportunities for process improvements, policies and procedures for the Member Contact Center to reduce operating costs while achieving revenue goals.
• Prepare and submit standard reports of goal achievement to communicate and aid Senior Management in organizational accomplishments.
• Prepare and monitor the Contact Center business plan ensuring its alignment with identified organizational and delivery channel initiatives.
• Participate in organizational projects and initiatives bringing the Member Contact Center experience to the forefront confirming possible impact of daily operations and staffing requirements

Technical Knowledge and Requirements

• Manage and administer work force management application and integration which provides predictive staff scheduling and workforce forecasting based on historical call volume. Continually monitor adherence measurements and scheduling accuracy for improvement
• Understanding of call center software system settings to properly configure the software to meet business needs of the department. This includes agent ACD group assignments, QA settings, score calculations, weighting and reporting configuration.
• Define business needs telephone platform application structure including IVR call flow. Work with IT system administration to implement and test.
• Support telephone integrations of onboarding of merger partners

Job Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirement listed below are representative of the knowledge, skill, and/or ability necessary for this position.

Remote Work Eligibility

This position is conditionally eligible for a Hybrid Work Arrangement

Reasonable Accommodations

The physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of their job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job requirements, physical demands and do so within our work environment.

Education

Bachelor’s Degree or equivalent work history required.

Experience

Five plus years of experience in related field or industry in management (specifically call center operations and call center technology).

Three to five years of leadership experience

Skills & Abilities

Thorough knowledge of financial industry.

Understanding of financial and accounting policies and practices.

Familiarity with related laws and regulations.

Strong leadership and interpersonal abilities.

Solid organizational and analytical skills.

Ability to coordinate, manage and direct others.

Mental Demands

The team member must be able to read and interpret documents or instruments, understand and/or follow complex written and oral instructions, make decisions, recall multiple policies or procedures, resolve problems or unique circumstances in a timely and efficient manner, be able to express oneself clearly and/or concisely, perform mathematical functions, and handle multiple, concurrent tasks. Must be able to remain calm and professional at all times, understanding that members may express emotional frustration when the credit union cannot meet their specific requests.

Physical Demands

While performing the duties of this Job, the employee is regularly required to talk or hear. The employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

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.

General Statement

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions.