Contact Center Manager

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Job description

Self-Help Federal Credit Union (SHFCU), a nationally recognized non-profit community development financial institution, is seeking a hands-on leader to manage and further develop its Contact Center operation. This is a unique opportunity for an experienced manager to join a national leader in community development finance to help deliver exceptional service while serving low-income and otherwise underserved communities.
The Contact Center Manager will report to the Vice President of Remote Member Services. S/he will be responsible for managing all aspects of the Contact Center - both using and improving existing operations. The position will involve effectively managing a team of approximately [15] staff, setting goals and managing to achieve them, and building a culture of continual improvement for the Contact Center operation. The successful candidate will have to work effectively with teams throughout the organization to understand and identify business requirements and deliver exceptional service in a rapidly changing landscape for financial services.
Credentials, Experience and Skills:

• Minimum of 3-5 years of financial institution retail or service industry management
• At least [8] years post -high school education and relevant work experience. Bachelor's degree preferred.
• Strong leadership, management, communication (verbal and written) and analytical skills
• Sales or Sales Management experience in a financial institution, retail or service industry preferred.
• Demonstrated ability to cultivate a work environment that fosters learning, coaching and training.
• Ability to make objective observations, examinations, evaluations and recommendations to improve operations.
• A track record of successful business performance, goal setting and achievement.
• Strong computer and electronic banking skills, including knowledge of Microsoft Office (Word, Excel, PowerPoint) and traditional office products (copiers, fax machines, ten-keys, etc.).
• Ability for limited travel.
• Strong commitment to our mission - creating economic opportunity for traditionally underserved communities.
• Strong understanding of cultural competency and accountability.
• Preference for working in organizations that place priority on teamwork and collaboration.
• Bilingual Spanish/English preferred but not required.

Physical Requirements:
Frequently requires use of manual dexterity and repetitive motions, primarily with the wrists, hands, and/or fingers. Must be able to occasionally lift and exert force of up to 40 pounds.
Compensation:
Competitive nonprofit compensation, based on experience, plus a generous benefits package.
About Us:
Self-Help Federal Credit Union was chartered in 2008 to build a network of branches that serve working families and underserved communities. With 19 branches in California, 6 branches in Washington, 10 branches in Illinois, and 2 branches in Wisconsin, over $1.6 billion in assets, and serving more than 99,000 members, Self-Help Federal is one of the fastest-growing low-income designated credit unions in the country. It is part of the national Self-Help family of non-profit organizations whose collective mission is to create and protect ownership and economic opportunity for all. For 41 years, the Center for Community Self-Help and its affiliates have provided almost $10 billion in financing to help over 192,000 low-wealth borrowers buy homes, start and build businesses, and strengthen community resources. For more information, go to and .
Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.

Job Requirements:
Essential Responsibilities:

• Inspire a team to create an incredible member experience with every interaction; provide feedback and manage performance
• Ensure a high quality and efficient member service experience (measured through service level metrics)
• Manage, review and continuously improve service level metrics
• Maintain appropriate staffing levels based on peak call times
• Assist in the design, management and troubleshooting of an in-bound telephone call tree
• Think strategically and forecast the needs of the Contact Center with a continued emphasis of efficiency
• Identify problems that impact the member and help problem-solve escalated member service requests
• Effectively communicate problems with all cross-functional teams and offer possible solutions
• Ensure the safety and security of employees, members and credit union assets; and, develop and execute action plans to improve policies, procedures and controls and mitigate controllable losses in Contact Center
• Lead hiring, employee development, performance management, and compensation review for Contact Center team
• Supervise, coach and develop Contact Center representatives, maintain adherence to Contact Center and credit union operating policies and procedures, and responsible for the smooth operation and appropriate maintenance of the facility and equipment
• Maintain established individual and team goals related to cross-selling and up-servicing credit union products
• Prioritize daily, weekly, monthly calendar
• Perform other duties and projects as assigned
• Train, manage and support staff as needed