Job Description

Position

Manager Call Center Operations

Job Code-3247

req5791

Delta Community Credit Union Administrative Office - Riverwood 100

Full Time

Create your success story at Delta Community Credit Union – where opportunity meets purpose. Through our commitment to excellence, Delta Community has received numerous industry awards and earned the trust and loyalty of our employees, members and the metro Atlanta community. We value talent, encourage growth and keep community at the heart of everything we do. That’s why we’re one of Atlanta’s Best Places to Work! Whether you’re starting your professional journey or navigating the next step in your career, we invite you to join the Delta Community Credit Union team.

The Manager of Contact Center Operations supervises and coordinates activities providing 1st and 2nd tier telephone, virtual and secure email support for credit union members. They are responsible for managing a team of Assistant Managers and their agents. They monitor team productivity, on-demand allocation of resources and are accountable for schedule adherence. On a daily basis partners with Assistant Managers, QA Auditors, Member Care Agents, Internal Business Partners and 3rd party vendors to gather information and resolve issues. The Manager of Contact Center Operations maintains adherence to performance targets for speed, quality, efficiency and revenue generation. They monitor team performance to ensure that the Member Care Center goals are met and support quality and training efforts.

The Ops. Manager conducts monthly one-on-one performance reviews with each Assistant Manager establishing team goals, reviewing actuals, identifying performance variances, and creating team action plans to bridge gaps. The Ops. Manager prepares reports, conducts performance appraisals, updates attendance records as well as maintains staff knowledge of products and services provided by the Credit Union. They identify, implement and review policies and procedures that improve the service, efficiency, and productivity of the Member Care Center. They partner with HR on staff recruitment to ensure placement of qualified candidates. The Manager of Contact Center Operations also creates a working environment that fosters high morale.

Foster and promote a safety-conscious and hostile-free work environment resulting in employee safety and well-being.

Essential Functions

• Coordinate activities of agents and advisors providing 1st and 2nd tier support through various channels: phone, secure messaging and ITMs.
• Work with Assistant Managers, Quality Auditors, Training Facilitators, Member Care Agents, Virtual Service Agents and 3rd party vendor to gather information and resolve issues.
• Manage a team of up to 9 Assistant Managers and their agents.
• Collaborate with HR to identify staffing deficiencies and discuss trends of attrition.
• Monitor team productivity, on-demand allocation of resources and be accountable for schedule adherence.
• Maintain adherence to performance targets for speed, quality, efficiency and revenue generation.
• Monitor and provide support for Velera Scriptor, secure mail, after hours support team.
• Manage, monitor and assess performance objectives of remote staff.
• Ensure that the Member Care Center goals are met and support quality and training efforts.
• Monitor Knowledge-Base tool and email function as one of the responsibilities handled in the Member Care Center.
• Maintain up-to-date knowledge of industry developments and involvement in networks.
• Research, recommend, and implement reward, bonus, and incentive programs designed to motivate and retain staff.
• Motivate and retain staff.
• Conduct monthly one-on-one performance reviews with each Assistant Manager and hold monthly team meetings.
• Manage employee’s performance standards related to monthly performance and attendance goals.
• Develop both strategic and tactical plans.

Other

• This description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.
• This job description is subject to change at any time.

Position may offer work from home opportunities, pending specific performance and departmental needs.

Job Qualifications

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.

Required Minimum Qualifications

• High School Diploma or equivalent.
• 3+ years’ credit union or financial service industry experience in a leadership/management role.
• 1+ years’ in a contact center environment.
• Familiarity with best practices in Contact Center Management, including performance metrics and technology/telephony usage.
• Technical writing experience to include developing and maintaining policies and procedures.
• Ability to inspire, motivate, and lead personnel.
• Proven track record of coaching and developing employees.
• Should possess strong customer service, problem solving, time-management and decision-making skills
• Must perform with a high level of accuracy and confidentiality.
• Professional oral and written communication skills are essential and must be able to communicate with all levels of employees and management.
• Successful candidate should possess the following competencies: Creativity and Innovation, Decision Making, Interactive Communications, Relationship Building, Results Management.
• Complies with all Credit Union policies and procedures, including those related to Bank Secrecy Act regulations.

Preferred Qualifications

• Bachelors’ degree in Business, Finance or related field.
• 5+ years’ credit union or financial service industry experience in a leadership/management role.
• 2+ years’ in a contact center environment.
• Experience managing financial budgets.
• Experience with Contact Center software, Teleopti workforce management, call monitoring systems, Symitar and Avaya software.
• Experience with DCCU procedures and policies.
• Overall knowledge of Credit Union industry.

Employee benefits include

• Medical, Dental and Vision Coverage
• Basic Life and Accidental Death & Dismemberment Insurance, Long Term Disability, Employee Assistance Program and MyAdvocate
• Supplemental Insurance or Voluntary Insurance
• 401(k) Plan with Company Match
• Vacation, Holidays and Personal Time Off
• Paid Maternity and Paternity Leave
• Pre-tax Health and Dependent Care Spending Accounts
• Benefit Choice Program
• Health Reward Dollars
• Discount on Gym Reimbursement and Identity Theft Programs
• Legal Services

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