Manager, Contact Center - REMOTE
About the position Responsibilities • Manage day-to-day operations of the Contact Center to ensure outstanding service delivery. • Monitor compliance with policies and procedures, ensuring SLAs are met for all interaction channels. • Develop action plans to achieve sales initiatives while maintaining quality member service. • Oversee troubleshooting and problem-solving for member complaints and correspondence. • Supervise Contact Center employees, conducting performance reviews and development plans. • Manage change processes and facilitate regular department meetings. • Coordinate internal verification processes and audits, implementing action items as needed. • Maintain professional relationships with members and vendor contacts, managing key vendor services. • Act as a subject matter expert for Digital Contact Center solutions and tools. • Collaborate with cross-functional teams to manage member service requests and escalations. Requirements • Bachelor's degree in a related field preferred, or equivalent experience. • Minimum of four years' experience managing a contact/call center environment. • Three plus years' experience in a supervisory role managing direct reports. • Proven ability to hire, retain, and grow a talented workforce. • Experience with Digital Contact Center platform solutions, including chatbots and live chat. • Strong decision-making and time management skills. • Excellent analytical skills and knowledge of reporting tools like Excel, Tableau, or PowerBI. • High proficiency in Microsoft Office tools, especially Excel, Word, and PowerPoint. Nice-to-haves • Experience in a credit union, bank, or other financial institution. • Ability to manage a remote workforce. • Demonstrated experience in continuous process improvement assessments. Benefits • Medical insurance • Vision insurance • Dental insurance • Retirement benefits • Paid Time Off (PTO) Apply tot his job Apply To this Job