| Contact Center Manager General Electric Credit Union is a not-for-profit, member-owned full service financial institution headquartered in Cincinnati with branches in Ohio and Kentucky. At GECU, we pride ourselves on maintaining quality service, being an employee-friendly workplace, and developing our team members while teaching you the skills to lead you to career advancement opportunities. Overview: The Contact Center Manager collaborates with the Contact Center Supervisors to ensure that, using a consultative approach, members receive exceptional member service in a friendly, professional, and timely manner. The Contact Center Manager will monitor and implement performance standards and metrics while driving service-to-sale and referral efforts. The Contact Center Manager, in partnership with the Contact Center Supervisors, will ensure each team member achieves their goals. Additionally, the Contact Center Manager will oversee the daily operations of their Contact Center teams, ensuring smooth and efficient functioning. Essential Responsibilities: - Manage member facing teams to drive a quality member experience including:
- Champion exceptional member experience standards at all levels
- Ensure a high standard of member service across various channels, including telephone, email, and chat
- Coordinate with other departments for member services, responses, research, and resolutions
- Utilize strong analytical skills to evaluate service requests, resolve complex problems, and address escalated member concerns promptly and professionally
- Coach team members on interaction behaviors that drive consistent, high-quality member experiences, including tone, empathy, active listening, and first call resolution techniques
- Promote a member-centric culture where team members balance efficiency with relationship-building and personalized service
- Foster a Service-to-Sales and Referral Growth culture
- Track KPIs that convert service interactions into sales opportunities and member referrals using a consultative approach. Such as product or service referrals and cross-sell opportunities
- Analyze real-time call monitoring and interaction reviews identify trends, gaps, and best practices to coach performance and deliver constructive feedback related to member service and referral opportunities
- Coach team members on effective consultative conversations to uncover needs, identify opportunities, and recommend appropriate products and solutions
- Drive a high level of performance for the teams
- Foster a culture of accountability, collaboration, and continuous improvement
- Utilize Contact Center and organizational metrics to monitor team performance and identify areas for improvement
- Implement clear goals and expectations for supervisors and team members, ensuring alignment with organizational objectives
- Demonstrate the ability to work within and develop a team environment
- Evaluate direct reports and provide regular sales and performance coaching
- Support HR functions and make strategic decisions, including performance appraisals, training, managing a diverse workforce, and enforcing policies
- Operational Excellence
- Oversee daily operations to ensure adherence to policies, regulatory requirements, and service standards
- Must understand and comply with all required federal and state regulations associated with this position and ensure compliance standards for reporting teams
Education and Experience: - High school diploma or GED required; bachelor’s degree in communications, business or related study preferred
- At least 6 years’ experience working in a member service position preferably within the financial services industry
- Minimum of 5 years' experience in managing a team of contact center, call center or member servicing teams fostering professionalism and high service standards
Knowledge, Skills, and Abilities: - Strong knowledge of GECU products and services
- Excellent organizational skills to manage multiple projects and coordinate cross-functional initiatives while driving process improvements
- Highly effective communicator and coach to develop team of high performing service members to achieve organizational goals and service standards
- Ability to design, implement and audit effective and efficient procedures
- High degree of communication skill and professionalism to interact with varying levels of internal and external stakeholders
- Proficient in contact center software, CRM systems and other member support systems
- Consistently demonstrates a positive attitude and professional demeanor at all times, including the ability to de-escalate situations
At GECU, we want to support your wellbeing by offering a wide range of benefits: - Health, Dental and Vision insurance
- Life and Disability insurance options
- Paid Time Off starts accruing once hired and take your birthday off - paid
- 401k Retirement plan with up to a 10% match of your base gross compensation
- Tuition reimbursement opportunities & professional development
- Volunteer opportunities -and earn additional PTO hours!
- On-site clinics for Vaccines and Mammograms
And many more! Come join GECU as we are a curated culture of respect, understanding, and mutual recognition. We believe forming bonds and connecting with each other only stands to strengthen the service we provide to our members in our mission of improving the Quality of Financial lives! General Electric Credit Union is an Equal Opportunity Employer
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