Job Description

The Sr. Manager Member Engagement Workforce and Quality is responsible for leading a team that delivers high standards of support to internal customers by making the most effective and efficient use of internal resources and outsourced/technology vendors. The Sr. Manager Member Engagement Workforce and Quality uses a range of measurements to monitor, analyze and plan improvements in the operational support and quality initiatives within Member Engagement. They are responsible for collaborating across business lines to provide feedback on ways to continually improve the member experience, employee reference tools or in how we utilize internal/external resources.

What you will do here:

Establish a high standard for productivity, quality, and internal customer service as well as define user guidelines. Conduct cost/benefit analysis and other operational strategy assessments.

Coach, train, evaluate and develop direct reports to achieve and exceed goals and metrics. Manage Member Engagement Workforce and Quality teams service performance, motivation, training, and administration of policies/procedures.

Manage the development, implementation and ongoing relationship with contact center outsourced call center and/or technology vendors.

Manage internal employee knowledgebase and outsourced call center knowledgebase, continually enhancing employee tools, driving data governance in order to drive a more accurate and efficient member experience.

Drive key metrics, such as quality, productivity, and engagement metrics. Manage and improve center performance through performance monitoring, employee engagement, problem resolution, system audits and quality assurance measures.

Summarize, collect and analyze call center trends and data for regular performance reports.

Perform other job-related duties as assigned

What you will need:

Bachelor's degree in Business or related field required.

10 years experience in Call Center Management, employee development, business analytics and vendor relationship management required.

Previous financial institution experience in call center operations required.

Excellent interpersonal, organizational, mediation, negotiation skills, and be recognized as a natural influencer with an ability to find creative solutions to deliver quality service required.

Experience with managing and developing staff required.

A strong understanding of call center operations support and quality assurance functions required.

Experience in effectively delivering change within a customer focused organization required.

Why you'll love working here...

  • Award winning culture -Voted #2 Best Place to Work by Phoenix Business Journal
  • Amazing Medical, Dental, Vision, Life Insurance benefits along with 401K employer matching! Check out our 2022 Benefits Guide for the details
  • 100% PAID tuition at ASU, and monthly contribution towards paying-off existing student loans
  • Time off for Parental/Elderly Care
  • Money for your kids’ extracurricular activities
  • 16 paid volunteer hours per year
  • and a WHOLE LOT MORE!!

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:

Application Instructions

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