Contact Center Manager

TITLE: CONTACT CENTER MANAGER

STATUS: EXEMPT

DEPARTMENT:  CONTACT CENTER

REPORTS TO: REGIONAL MANAGER, RETAIL SALES AND SERVICE

PAY SCALE: $85,000 to $99,000

Sacramento Credit Union is seeking a dynamic and experienced leader to join our team as a Contact Center Manager. We’re looking for someone who thrives in a leadership role and is passionate about delivering outstanding member service.

In this role, you will oversee the daily operations and strategic direction of our Contact Center. You’ll be responsible for developing and executing performance plans, supporting and mentoring staff, and ensuring a high standard of service delivery. The ideal candidate will bring strong analytical skills to monitor key metrics, generate reports, and recommend improvements to policies, procedures, and systems. This position requires strong knowledge of credit union operations, sales and service, and regulatory compliance.

RESPONSIBILITIES AND DUTIES: 

• *Plans, directs and monitors the activities and operations of Contact Center sales and service functions.  Develops, implements and maintains objectives, policies and procedures to ensure optimal quality, member satisfaction and strategic goals are achieved. Ensures that daily operations achieve business objectives.
• *Provides leadership and support to Contact Center team; ensures a competent, motivated staff through hiring, training, counseling, coaching motivating, and reviewing performance of assigned staff.
• *Contributes to organizational goals and priorities as a member of Management team. Establishes and implements plans that have short-term impact on business results in alignment with organization objectives.
• *Initiates, researches, coordinates and implements department projects intended to benefit members, internal team members or department operations.
• *Understands the credit union organizational goals and key performance indicators and takes the necessary actions to achieve desired results.
• *Ensures optimal member service to include monitoring, resolving problems, timely response to requests, and other interventions.
• *Responsible for analyzing performance metrics and trends and uses this data to improve Contact Center efficiency.
• *Stays updated of industry trends and embrace technology to enhance efficiency, boost employee productivity, and improve member satisfaction.
• Maintains working relationships and communication with staff, management and executive management. Participates in meetings to review objectives and other activities.
• Oversee TPMG membership and loan application process during enrollment months.  Explain products, receive application and input into MeridianLink, notify member when approved, and process required paperwork.  Fund and wire loans to Kaiser.
• As a Mortgage Loan Originator, must register with NMLS Registry and keep registration information current.
• Maintains current knowledge of industry and trends through external affiliations and activities and review of competitors.  

MINIMUM QUALIFICATIONS:

• High School Diploma or G.E.D.
• Continuing education in business, management or related field is preferred.
• Experience in related position within a credit union or financial institution.
• Demonstrated knowledge of standard credit union software and contact center channels systems.
• Knowledge of credit union policies, procedures, laws and regulations desired.
• Demonstrated strong analytical, problem solving and conflict resolution skills.
• Demonstrated leadership ability.
• Demonstrated acumen related to contact center technology; computer skills, including Microsoft Word, Excel, and PowerPoint.
• Excellent verbal, written and telephone communication skills.
• Ability to maintain effective communication and working relationships with all levels of the organization and business contacts.

PHYSICAL DEMANDS:

Employees may experience the following physical demands for extended periods of time:

• View computer screen, up to 90% of the time.
• Sitting, up to 75% of the time.
• Bend/stooping to lift up to 30 pounds occasionally, up to 5% of the time

Our excellent benefits package includes medical/dental/vision, Paid Time Off, paid holidays, life insurance/AD&D, short-term and long-term disability, 401(k) and more.

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