Contact Center Manager, Oklahoma City, Oklahoma

BASIC FUNCTION

The Contact Center Manager oversees and directs a wide variety of service and relationship building activities within the Contact Center and assures WEOKIE Federal Credit Union’s high standards of extraordinary member service are consistently achieved within a fast paced, high call volume environment. These activities include a wide variety member interactions which originate through remote delivery channels (telephone, mobile, web, email, and chat).

MAJOR ACTIVITIES

1. Oversee daily operations of the Member Service within the Contact Center, monitoring performance and service delivery. Ensure the team is adequately staffed, well trained, and motivated while providing members and WFCU employees with extraordinary service. Manage relationship building activities with members and potential members, meet quality standards, and operate in a timely manner. Ensure the department is operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are preforming at a high level.

2. Hire, supervise, coach, develop, and consistently review the performance of direct reports to support their achievement of extraordinary performance. Mentor and support the development of the department in its professional growth. Evaluate and discuss job performance and conformance with regulations with staff.

3. Develop and execute annual objectives, goals, and strategies for the Member Service Team. Provide forecasting and strategic planning input, as requested.

4. Oversee daily operations of BCT to ensure that this channel delivers an extraordinary and consistent member experience. Responsible for reviewing call flows for efficiencies and recommending improvement to the VP of Contact Center.

5. Act as a member center network liaison who works closely within the Credit Union to identify relationship building opportunities (loan, deposit, referral, etc.) collect and analyze data, develop solutions and make recommendations on improving products and services.

6. Serve as a back-up knowledge resource. Identify employee’s requests and assist with providing a resolution. Contact Center Manager will assist Member Service Representatives in using interactions with members and employees as training opportunities to further the MSR’s knowledge. They perform routine research and also serve as the first line of support to field basic MSR inquiries in regards to Card Services, Digital Services, Deposit Services, Deposit and Lending Accounts, IRAs, Trust Accounts, and Deceased Accounts. Utilize multiple software applications/tools including but not limited to FISERV, CLIENTLINK, ARCHITECT, PARTNERCARE, SWBC, ASCENSUS, CHECKWRITER, ENCORE, SUPERVISOR DASHBOARD, SCO WEBCAPTURE, WIREXCHANGE, DDS, ACTIVITY MANAGER, REMEDY FORCE, BCT, SECUREPAY, DNA, SIMPLEXUS, MERIDIANLINK, LOANS PQ, TRANZACT, DOCUSIGN, SILVERCLOUD, and MYRIAD. Contact Center Manager is expected to process escalations and facilitates a follow up with the appropriate department when addressing specific and in-depth questions.

7. Other duties as required.

CRITICAL RESULTS

1. WFCU’s mission and vision are achieved in a manner that maximizes value for credit union stakeholders (members, employees, and organization).

2. The Contact Center is viewed as high performing and leading edge relative to other contact centers.

3. Members and employees receive consistently extraordinary service through consistent application of extraordinary service standards with few, if any service complaints.

4. Contact Center operational plans maximize member value and experience while appropriately balancing risk to WFCU, are developed, communicated and successfully executed.

5. Department under the Manager’s leadership consistently performs at a high level according to established standards. Projects are well executed and completed in a timely manner. Goals are routinely met, and the department achieves the highest level of excellence and productivity within appropriate levels of risk/loss management.

6. The minimal number of service complaints are addressed promptly and resolved through excellent judgment that balances the needs of the three WFCU stakeholders.

7. The department operates efficiently, under appropriate operating controls and are compliant with applicable state and federal laws/regulations. Efficient operational processes and controls are consistently applied and maintained in the Contact center.

QUALIFICATIONS

A. Specialized or Technical Knowledge and Skills:

1. A Bachelor’s Degree in Finance, Business Management, or related field is preferred.

2. A minimum of five (5) years supervisory experience in a consultative sales and service environment with proven abilities to effectively lead a large team is required.

3. Minimum of two (2) years’ experience in a call center environment, preferably at a service focused institution.

4. Demonstrated ability to recognize problems and respond. Can systematically gather information, sort through complex issues and seeks input from others, addresses root cause of issues, makes timely decision, can make difficult decision, uses consensus when possible, and communicates decision to others timely and accurately.

5. Demonstrated ability to lead others.

6. Strong communication and presentation skills.

7. Demonstrated ability to analyze, reason, problem solve, and prioritize work independently.

8. Demonstrated ability to develop sound and efficient operational processes.

9. Demonstrated ability to analyze complex situations and solve problems and/or design recommendations to accomplish strategic goals.

10. Demonstrated ability to work in a fast paced and ever changing environment.

11. Ability to effectively use a scheduling tool.

12. Demonstrated intermediate knowledge with Microsoft Office products.

B. Behavioral Competencies: Behavioral competencies are the skills and personal characteristics that an individual should possess in order to be successful in this position.

1. Core competencies: Core competencies are consistent for all positions across the organization and are aligned with WFCU’s core values.

a. Member Focus (internal and external): Builds member confidence, is committed to increasing member satisfactions, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members, responds to internal customers.

b. Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.

c. Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good and bad news.

2. Job Specific Competencies: The following stand out among a long list of behavioral competencies for this position:

a. Leadership: Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others.

b. Managing for Results: Sets challenging and productive goals for team, keeps team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results.

c. Managing Performance: Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance.

d. People development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity.

e. Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

f. Communication skills: Able to communicate complex financial issues and instill confidence in the credit union’s financial position to a wide variety of audiences with varying degrees of technical expertise.

g. Relationship building skills: develops new business, identifies opportunities for additional products and services Members can benefit from, translates product features to benefits, has good listening skills, and is sensitive to Members needs.

h. Interpersonal Skills: Flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.

C. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit and talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

D. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential fun counts of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The worker is not substantially exposed to adverse environmental conditions. The noise level in the work environment is usually moderate

EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

WEOKIE does not and shall not discriminate on the basis of Protected Status, marital status, and political belief or any other status or condition protected by applicable federal and/or state law. Bona fide occupational qualifications will be applied impartially. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.