Job Description

The Manager Member Engagement Center II will provide mentoring and coaching to a team of Supervisors in the Contact center. They are responsible to ensure that customer satisfaction, service quality, and productivity are prioritized while executing the strategy of the business through collaborative partnership. They will foster an environment of continuous learning and development, promoting employee engagement while encouraging a passion to help members.

What you will do here:

  • Develop a high performing team of leaders through one on one coaching that maintains a focus around established goals of the department. Develop leaders to be empathetic listeners and creative problem solvers to lead teams that consistently meet performance metrics and provide excellent customer service.
  • Direct the work of supervisors to effectively establish goals that engage employees in efforts aligned with the organization’s strategy. Prioritize member Experience; identify gaps in team performance, and collaborate with supervisors to develop plans for improvement and make decisions on disciplinary action when necessary. Respond to escalated member situations when more in-depth knowledge and assistance is needed.
  • Drive retention by developing a culture of engagement through regular communication, sharing and celebrating success stories and highlighting company benefits and events
  • Monitor and report on progress towards meeting department goals and targets. Drive for alignment and consistency, in department procedures. Actively work to streamline processes, and ensure necessary resources and tools are in place for success.
  • Collaborate on assigned projects/teams with cross functional groups to identify opportunities for improvement and work together to better serve the customer (member).
  • Additional duties as assigned.

What you will need:

  • Bachelors Degree in Business or related field OR Equivalent combination of education and experience required.
  • 7 years of building and managing customer service and/or sales teams in mid to large scale Contact Center Environment required.
  • 1 years Financial services contact center experience preferred.
  • Excellent interpersonal, verbal, and written communication skills required.
  • Demonstrated ability to create development plans focused on others' as it pertains to operating skills, soft skills, communication, and decision making required.
  • Strong probing, analytical, problem solving and decision-making skills required.
  • Extensive experience with customer retention, sales and ongoing relationship building required.
  • Ability to use CRM, quality management, CMS or other ACD call reporting software, and workforce management software required.
  • Ability to work effectively, both independently and in a team environment, in an atmosphere of multiple projects, shifting priorities, & deadline pressures required.
  • Demonstrated competence working with Microsoft Office Suite (Outlook, Excel, Word, PowerPoint) required.
  • Demonstrated ability to motivate others to higher performance required.
  • Values diversity required.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

 

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.

Application Instructions

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