Contact Center Manager

Beacon Credit Union is currently seeking a Contact Center Manager to be headquartered at a BCU facility in either Wabash or Auburn, IN.

Role

Manage and coach staff to provide exceptional member service through remote channels, including telephone, chat and video. Prepare management reports and lead call center initiatives while ensuring goals are met. Assist in daily Contact Center duties.

Major duties and responsibilities:

  • Develops and maintains a knowledgeable staff capable of meeting the needs of an ever-changing call center environment. Provides real-time and/or side-by-side operational and sales coaching, monitors live calls, reviews recorded calls, and runs/analyzes production reports for continuous improvement of performance. Conducts team meetings, engages the team, and performs live monitoring of member interactions to ensure member service standards are achieved.
  • Leads and/or attends appropriate intra and interdepartmental meetings as a subject matter expert for area of responsibility. Acts as a catalyst for ongoing change and growth by continually reviewing systems, processes, and procedures with the end result being increased member satisfaction and efficiency. Develops and delivers ongoing training sessions for staff and other areas in the organization as requested.
  • Assists members and potential members with their telephone, chat, and video requests. Answers questions about products and services. Identifies cross-sell opportunities and cross-sells related products and services to members. Ensures that member questions and problems are resolved properly and quickly. Addresses challenging members and problems that require escalation outside of the department.
  • Efficiently maintains member account information on computer system and other information sources.
  • Provides response to management as necessary for audits, privacy concerns, and any other issues.
  • Performs other related duties as assigned.

Requirements

A minimum of three to five years of experience in a call center environment. Experience with call center programs (i.e. chat) in the financial services industry preferred. Bachelor’s Degree in business or a related field is preferred. The applicant must have a working knowledge of call center operations and the ability to meet operational requirements, strong supervisory and coaching skills, excellent communication and member service skills, strong analytical and problem solving skills, courtesy and tact, and the ability and willingness to work a flexible schedule as required.

Qualified applicants are encouraged to apply online by visiting www.beac​oncu.org/careers​. EOE


Job opportunities listed on this site are in a credit union or related organization. If you are interested in a posted job, respond directly using the information provided. If you have questions, call Lynley Chapin at the Indiana Credit Union League at (317) 594-5300 or (800) 285-5300. The Indiana Credit Union League acts as a clearinghouse for this listing and cannot assume responsibility for the validity of the description.​​​​​