The Call Center Member Service Manager is accountable for the Call Center in reaching the Credit Union's operational service and sales initiatives directly through administration and supervision of the Call Center Supervisors and Call Center Staff. This includes, but is not limited to, accountability in the areas of member service, conflict resolution with members and personnel, facility maintenance, safety and soundness of all personnel. This position is responsible for holding the Call Center Supervisors and all Member Service Representatives to a high level of performance and accountability in support of the organization and members through measurable agent, call center, and corporate standards while promoting innovative opportunities for call center and corporate growth. Assumes all management responsibilities in the absence of the Contact Center Director.
Essential FunctionsCall Center Operational Oversight: ? Oversight of Call Center Supervisors and their direct reports as necessary. ? Address escalated member concerns. ? Assessing and prioritizing the daily workload through the proactive use of various reporting tools (Cisco, Scheduling, Enghouse, etc. ). ? Assist with daily frontline workload as necessary. ? Reviewing and submitting incentive goals to Call Center Director for approval of monthly incentive payout for MSR's. ? Assists in selection of new hires for the department.Call Center Staff Alignment / Departmental Development: ? Coach and develop staff weekly to build / reinforce Ent's sales and service culture. ? Address personnel issues / best practices as needed such as assisting a supervisor with implementing a performance improvement plan for one of their reports. ? Write and deliver performance evaluations. ? Assess and revise performance standards to align with strategic department goals / regulatory changes. ? Research, recommend, and implement approved process and/or procedural changes. ? Work on special projects as needed for revision of department standards (for example, researching various regulatory or investor guidelines, emerging industry standards / technology).Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.
