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SalaryInsight Credit Union is looking for an individual with experience in running and meeting standards of a 10 to 20 seat Call/Contact Center.
TheSenior Member Support Manager directs the operations of the Member Support Center (Call Center) ensuring the department meets established goals for service, sales, productivity, and quality of work.
This position is located in our Call Center at:
260 Winding Hollow Boulevard, Suite B
Winter Springs, FL 32708
Compensation & Benefits:
We offer a competitive Central Florida salary of $74,640 annually. All our of current open positions are Full Time which include a comprehensive benefits package offering:
- Medical, Dental, Vision
- Free and Voluntary Life and Disability Insurance
- Pet Insurance
- 401k with match up and 100% vested
- Paid Time Off
- Birthdays Off
- Tuition Reimbursement
Schedule & Training:
Shift includes 40 hours per week between Monday - Friday (8am - 6pm) and Saturday (9am - 12pm). Hours will be based on the needs of the department.
Responsibilities & Qualifications:
- Hires, reviews, schedules, trains, and monitors the work of Member Support personnel and services of future technology including but not limited to, chat, secured chat, and SMS: conducts performance reviews; allocates resources to meet operational needs within the department; reviews and approves, denies, or modifies department recommendations from subordinates. Answers representative's questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives. Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach staff regarding processes and practices, and explain expectations to employees. Provides continual coaching toward performance improvement of Member Support Assistant Managers and develops their effective coaching of department staff.
- Assists other management team members in identifying trends and establishing Call Center goals. Develops objectives for the Member Support center's day-to-day activities. Consistently meets service level standards and industry standard goals for contact centers. Identifies trends, and makes adjustment to process to ensure Call Center goals are met. Conducts effective resource planning to maximize the productivity of resources (people, technology etc.). Collects and analyzes call-center statistics (sales rates, costs, member service metrics etc.). Assumes responsibility of budgeting and tracking expenses.
- Monitors and improves service, telephone handling and other procedures. Evaluates performance with key metrics (accuracy, call-waiting time etc.). Prepares reports for upper management. Meets or exceeds department and company goals for 1st call resolution, service standards, quality assurance, and production.
- Takes on other tasks or projects to support employees, other managers, Member Support center, and credit union operations.
- Performs other job-related duties as assigned.
Experience: Five years to eight years of similar or related experience. A minimum of 5 years experience in Call Center management is required. Experience should be in running and meeting standards for a minimum of a 10 to 20-seat call/contact center.
Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. This would require the ability to lift files, open filing cabinets and bending as necessary.
Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment.
Insight Credit Union is an Equal Opportunity Employer, including Disability/Veterans
