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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 Unions 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).

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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 employees 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 MSRs 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.

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CRITICAL RESULTS

1. WFCUs 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\ \

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\ \ WEOKIE Federal Credit Union is an Equal Opportunity Employer and does not discriminate against any applicants for employment based on their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, physical or mental disability, genetic information , veteran status, uniformed service member status, or any other status protected by law.