Call Center Manager

The Call Center Manager is responsible for overseeing the daily operations of the credit union’s call center. This role involves managing a team of call center representatives, ensuring efficient customer service, and optimizing call center performance. The ideal candidate will possess strong leadership skills, a deep understanding of customer service principles, and a proven track record of success in a call center environment.

Responsibilities:

• Team Leadership:

  • Recruit, hire, and train call center representatives.
  • Develop and implement effective performance management systems.
  • Provide ongoing coaching, mentoring, and feedback to team members.
  • Foster a positive and supportive team culture.
  • Monitor team performance metrics, such as call volume, average handle time, and customer satisfaction.

• Operational Excellence:

  • Develop and implement call center policies and procedures.
  • Monitor call center operations to ensure adherence to standards and compliance with regulations.
  • Identify opportunities for process improvement and implement solutions to enhance efficiency.
  • Manage call center equipment and technology to ensure optimal performance.
  • Oversee the management of the call center’s phone system and voicemail system.

• Customer Service:

  • Ensure that all customer inquiries and issues are resolved promptly and professionally.
  • Monitor customer satisfaction levels and take steps to improve them.
  • Develop and implement strategies to enhance the overall customer experience.
  • Resolve escalated customer complaints and issues.

• Reporting and Analysis:

  • Generate regular reports on call center performance metrics.
  • Analyze call data to identify trends and opportunities for improvement.
  • Use data-driven insights to inform decision-making and strategic planning.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related field.
• 5+ years of experience in a call center environment, with at least 2 years in a supervisory role.
• Strong leadership and interpersonal skills.
• Excellent communication and problem-solving skills.
• Proficiency in call center software and technology.
• Knowledge of federal credit union regulations and compliance requirements.
• Ability to work under pressure and meet deadlines.
• Strong attention to detail and accuracy.

Preferred Qualifications:

• Experience with customer relationship management (CRM) systems.
• Certification in call center management or leadership.
• Knowledge of financial services and products.

If you are a highly motivated and results-oriented individual with a passion for customer service, we encourage you to apply.

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This job is In-Person.

Pay Range: Salary $65,000.00 to $80,000.00

We offer several comprehensive benefits package including health and life insurance, paid and unpaid time off, and retirement and savings plans to qualifying employees.

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

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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.