Manager, MSC Service & Operations

GENERAL SUMMARY:

The Manager of MSC Service & Operations will be responsible for hiring, training, coaching, and motivating inbound call representatives to achieve our key results through service and performance management. Responsible for overall operations of the contact center team by setting objectives, analyzing metrics, ensuring company and employee goals are met, and providing reliable, efficient support for our Membership. Collaborates with the management team to identify areas of improvement, goal alignment, and adherence to operational procedures. Able to build strong relationships with internal teams, other departments, and exhibit a passion for a great Member experience. Excels in a fast-paced environment while still fostering a positive work environment.

QUALIFICATIONS:

Minimum Education & Experience Requirements:

• A Bachelor's Degree in Business Administration or a related field or equivalent work experiences is required
• Minimum seven (7) years customer services experience




• To include three (3) years in contact center experience or financial institution
• Three (3) years in a supervisory role

Minimum Knowledge & Skill Requirements:

• Strong written, interpersonal, and oral communication skills
• Excellent management and teambuilding skills
• Ability to demonstrate professionalism and sound judgement in a fast-paced, high-volume environment
• Good organization skills and the ability to maintain accurate productivity and staffing reports.
• Strong coaching and development skills
• Professional communication skills in dealing with potential Members, Members, and employees
• Proficient in Microsoft Office products
• Results-oriented and comfortable making decisions within established policy and procedural guidelines
• Ability to de-escalate and assist with Member issues

COMPETENCIES:

• Member Focus
• Directing/Motivating Others
• Drive for Results
• Decision Quality
• Problem Solving
• Conflict Management

WORKING CONDITIONS/ENVIRONMENT:

This job requires the employee to sit or stand for extended periods of time. Infrequent lifting up to 25 lbs.

OTHER REQUIREMENTS:

Must comply with all aspects of the Bank Secrecy Act (BSA). Must be able to obtain license through the Nationwide Mortgage Licensing System & Registry (NMLS).

MAJOR ACCOUNTABILITIES AND TASKS:

1. Responsible for inbound call team and their related productivity.

2. Continuously evaluates contact center operations and implements tactics that drive efficiencies and an exceptional Member experience.

3. Interviews, hires, leads, develops, and empowers employees to achieve sales & service goals, including organizational strategic goals.

4. Leads team meetings to educate Associates on processes and best practices. Gathers feedback to better understand the type of calls Associates are handling.

5. Effectively manages team leads through delegation of duties, training, and follow up.

6. Serves as a mentor to team leads and Associates on career path goals through feedback and action plans.

7. Partners with management to identify trends and establish call center goals.

8. Regularly reviews call monitoring and coaching to ensure quality and Member satisfaction

9. Responds to Net Promoter Score (NPS) surveys and mystery shopper results, promoting exceptional service and coaching to areas of improvement.

10. Utilizes recurring phone and productivity reports to manage performance.

11. Provides recurring reports to management and analyzes data to improve the Associate and Member experience, ensuring resources are allocated appropriately and maximizing efficiencies.

12. Actively contributes to department goals and successes, promoting a high-level of Member and Associate satisfaction and interactions.

13. Ensures effective processes are followed to sustain seamless delivery of products and services to members.

14. Communicates effectively with other departments to ensure efficient, accurate, and timely responses to Members.

15. Maintains up-to-date knowledge of all relevant credit union policies, procedures, products and services, systems, and processes to support the achievement of our key results.

16. Performs other duties as assigned.

Equal Opportunity Employer Veterans Disabled

Salary range: $71,805.29 to $94,244.45 annually. Job Grade EX 14. Salary dependent on candidate's experience and qualifications.