Sr. Manager, Contact Center - REMOTE

Who is Quorum

Quorum Federal Credit Union is a national employer of choice that attracts, develops, enables, and retains the right resources to drive the organization forward. We are a human-centered organization that delivers a positive work journey and is committed to enhancing the lives of our employees and helping them to grow personally and professionally. We offer a unique value proposition to employees including Total Rewards, Work Journey, Work Paradigm, and Q-DNA to improve work-life balance and help employees live happier, more productive lives while contributing to our mission.

Job Description Summary

The Sr. Manager, Contact Center will be responsible for the overall management of Contact Center operations, inclusive of our internal Member Care team, front-line member services representatives, outsourced call center 3rd party providers and digital Contact Center vendor platform solutions. This position will drive the overall Contact Center strategy roadmap and collaborate with cross functional groups to lead initiatives designed to improve member satisfaction, enhance self-service digital experiences, optimize digital channel interactions as well as drive member retention and sales growth opportunities.

Key Job Responsibilities and Accountabilities

• Drives the overall digital Contact Center roadmap strategy, including resource delivery model, system tools, and processes.
  • Develop solutions that drive performance and member adoption of 24x7 digital interaction services such as Chat Bot, Live Chat, and SMS expanded self-service options.

  • Effectively manage a hybrid services delivery model using a mix of internal and external 3rd party providers that is cost effective and scalable while proving high quality service to our members and partners.

  • Establishes quality standards governing member interactions, to ensure that the member experience is consistent across all customer interaction touch points.

  • Partner with cross-functional leadership teams to ensure the Contact Center strategy supports company objectives.
• Manages all Contact Center operations, including:
  • Ensuring SLAs are met for all Contact Center interaction channels and productivity goals are monitored with action plans as needed.

  • Scheduling is optimized to support expected

  • Coaching and development of direct reports by providing ongoing and timely feedback regarding performance, opportunities for improvement and recognition.

  • Hires, onboards, and ensures all team members are properly trained.
• Collaborates with cross functional leaders and team members to manage member services requests across all interactions and social media channels, research complaints and provide responses / resolutions.
• Continuously analyzes member interaction data across all channels and takes actions to promote digital self-service, improve operational processes, and member experience.
• Manages key vendors and partners related to contracted services and adherence to company policies pertaining to vendor onboarding and annual due diligence review.
• Facilitates calibration sessions with internal groups and key outsourced lending vendor servicer partners to ensure consistency in level of service provided.
• Develops and manages controls for both internal departments and external partners to ensure adherence to policies and procedures.
• Promotes appropriate change management strategies to ensure alignment with functional goals, objectives, and company strategy.
• Acts as back-up support for key job functions performed by direct reports, as needed.
• Functions as a business lead and/or project manager on departmental and/or organizational projects. Contributes expertise in his/her assigned area, executes deliverables, and ensures that the project team completes deliverables as outlined based on the project scope and business requirements.
• Promotes and demonstrates a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management, and vendors.
• Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
• Performs additional duties as required.

Job Requirements, Competencies, and Skills

• Bachelor's degree in a related field preferred – will consider experience in lieu of degree.
• Minimum of five years’ demonstrated experience managing a contact / call center environment with subject matter expertise in customer experience, contact channel management and broad understanding of data analytics in driving business outcomes.
• Demonstrated experience with deploying and managing Digital Contact Center platform solutions with key features such as chatbots, live chat SMS and CCaaS call center ACD Queues and reporting analytics tools. Possess a digital Contact Center experience skillset that understands how to use technology to deliver a better user experience.
• Demonstrated experience managing a mixed hybrid service delivery model of internal resources and third-party vendor providers.
• Three plus years' experience in a supervisor role managing direct reports and department staff.
  • Proven ability to hire, retain and grow a talented workforce.

  • Able to lead a team and identify and enhance skills needed for the future of the business.

  • Manage and communicate goals, objectives, tasks, coaching and performance development.

  • Ability to manage a remote workforce.
• Strong project management, decision making and time management skills with the ability to manage multiple projects/duties.
• Demonstrated experience in creating and implementing new processes and procedures necessary to maintain organizational alignment and compliance.
• Excellent analytic skills and knowledge of reporting tools (Tableau, PowerBI, Excel) effectively presenting actionable insights at various levels throughout the organization.
• Excellent problem-solving, organizational, analytical, verbal, and written communication skills.
• Results driven, customer service oriented, self-motivated, and able to work independently.
• Builds effective cross-functional relationships and demonstrates ability to motivate and inspire others to perform.
• Constantly seeks new opportunities and is a self-starter who loves to own things end-to-end and makes things happen amidst competing priorities and tight deadlines.
• Holds oneself and others responsible for job responsibilities and results.
• Trustworthy with the ability to maintain highest level of integrity and trust.
• High proficiency in Microsoft Office tools especially Excel, Word, and PowerPoint.
• Flexible to work a schedule that can include evening hours up to 7:00 pm ET.
• Experience at a credit union, bank, or other financial institution a plus.

Environmental / Physical / Mental Requirements

• Stable internet connection with speeds high enough for video conferencing and screen sharing
• Smartphone with current iOS/Android OS
• Prolonged periods sitting at a workstation and working on a computer.
• Ability to communicate with coworkers and customers via email, chat, teleconference, and/or phone.

Compliance/legal requirements

• Quorum is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will be considered for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, marital status, protected veteran status, or disability status.
• Quorum will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available upon request for qualified individuals with disabilities throughout the application and employment process.

**PLEASE NOTE**

We are not able to consider candidates for this role who reside in Montana, Nebraska, Rhode Island, or Puerto Rico

Salary Range: $105,000 to $120,000 annually. Individual salary will vary based on skills and experience. Discretionary incentive compensation may be available based on company and individual performance.

Benefits: Medical, Vision, Dental, Retirement Benefits, and Paid Time Off (PTO)

#LI-Remote

Experience

• 5 year(s): High school diploma or GED required; Bachelor's degree in a related field is preferred - may consider education and experience in lieu of degree. Minimum of five (5) years' demonstrated experience successfully managing the operations of a contact/call center environment with subject matter expertise in customer experience and contact channel management, and a broad understanding of data analytics in driving business outcomes.

Education

• High School or better

• Bachelors or better in Business Administration or related field

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)