Call Center Manager

Job Summary/Company:  Are you a passionate leader looking to empower a team and drive exceptional member service in a growing financial institution? This opportunity is for YOU!  A thriving credit union is looking for a Call Center Manager for their District of Columbia location.  As a Call Center Manager, you'll play a pivotal role in ensuring our members receive exceptional service. You'll lead and coach a team of dedicated Call Center Representatives, fostering a positive and productive work environment.  Sounds like YOU! Apply today!

Responsibilities:

• Motivate, coach, and develop your team to deliver exceptional member service that exceeds expectations.
• Monitor call quality and performance metrics, identifying areas for improvement and implementing coaching strategies.
• Oversee day-to-day call center operations, ensuring efficient workflow, adherence to policies, and service level targets.
• Conduct performance evaluations, providing constructive feedback and development opportunities for your team.
• Resolve escalated member inquiries and complaints, ensuring a positive resolution.
• Partner with other departments to ensure seamless member support.
• Recruit, onboard, and train new Call Center Representatives.
• Adhere to all credit union policies and procedures, ensuring regulatory compliance.

Qualifications/Background Profile:

• Minimum 3 years of experience in a call center supervisor or leadership role.
• Ability to obtain a clearance and pass a credit check.
• Proven track record of coaching and developing high-performing teams.
• In-depth knowledge of credit union products and services (preferred).
• Excellent communication, interpersonal, and problem-solving skills.
• Strong analytical and data-driven approach to performance improvement.
• Ability to work effectively in a fast-paced environment with competing priorities.
• Proficient in Microsoft Office Suite.

-----------------------------------------------------------------

This job is In-Person.

Download the Sparks Group mobile app from Apple App Store or Google Play.

-----------------------------------------------------------------

Sparks Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, pregnancy, citizenship, family status, genetic information, disability, or protect veteran status.