Manager Contact Center Sales/Service
The Contact Center Sales and Service Manager provides leadership and oversight for the Member Assistance Center to ensure world class service is delivered according to Desert Financial Credit Union’s vision and core values. The Contact Center Sales and Service Manager is the foundation of the Member Assistance team. Leaders must foster an environment of continuous learning while developing and inspiring his/her team to improve performance in a way that creates a "Passion to serve" culture.
? Drives alignment, consistency, and cohesiveness in process, policy, and customer (member) service to achieve department & company goals.
? Ensure key operational and performance targets are met (Service Satisfaction, Employee Retention, Sales Referrals and Service Levels). Execute on high level strategy, while also involved in day to day details.
? Actively engage with team to perform live monitoring of representatives, provide feedback and recognition on-the-spot performance, and coach representatives to meet performance expectations.
? Monitor trends and patterns for business and team performance to identify problem areas and immediate course correct and/or make suggestions and implement for continuous improvement.
? Collaborate on assigned projects/teams with cross functional groups to identify opportunities for improvement and work together to better serve the customer (member).
? Manage an employee's lifecycle to include recruiting, hiring, training, employee development, engagement, performance management and retention.
? Additional duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
? Specific type of related experience required for this role: 5 years in leading, building and managing customer service and sales teams in a mid-large scale Contact Center Environment.
? Specific type of related experience required for this role: 8 years working in a Contact Center environment.
? Specific type of related experience preferred for this role: Financial Institution Contact Center experience.
Skills and/or Knowledge:
? Strong probing, analytical, problem solving and decision-making skills
? Excellent interpersonal, verbal, and written communication skills
? Extensive experience with customer retention, sales and ongoing relationship building
? Knowledge of applications such as Excel, Word, PowerPoint
? Ability to use CRM, quality management, CMS or other ACD call reporting software, and workforce management software.
? Ability to work effectively, both independently and in a team environment, in an atmosphere of multiple projects, shifting priorities, & deadline pressures
Job Status: Full Time
Job Reference #: 148fe82c-5e94-4175-8c2d-11bf7a0e53b2