Role Responsibilities The Member Care team handles a high volume of calls daily. The Manager is responsible for leading and driving success in a multitude of functions including employee development, performance, process improvement and team engagement strategies to satisfy employee and member needs, while meeting department and organization goals.
- Leads a 30-agent call center (operating from 8am-6pm M-F and 9am-3pm on Saturday) who are dedicated to delivering exceptional member service via phone and email channels;
- Responsible for all MCA New-Hire and ongoing employee training of policy/procedure updates;
- Reviews training regularly to ensure that all training material is relevant and up-to-date;
- Develops and implements new strategies in response to trends and emerging issues to ensure smooth and uninterrupted service delivery to our members;
- Partners with Operations Manager to ensure the efficient operation of the department regarding personnel, equipment and any other affected areas within the scope of policies, procedures, and objectives set forth with the Member Services VP/AVP;
- Responsible for quality control across Member and internal touchpoints through monitoring, evaluating, and providing feedback on those activities;
- Ensure overall compliance with government regulations and company policies;
- Responsible for adherence to the call centers budget and financial targets;
- Ensure members and prospects receive fast, courteous and accurate service on requests received by phone, voicemail and email;
- Administer performance improvement plans and meet regularly with direct reports to assist with professional development. Coach on achieving assigned service and behavioral goals;
- Effectively directs and inspires team leaders to accomplish goals and to drive individual career development as well as their team;
- Monitors metrics and leads team towards achieving goals established at the department and individual employee level;
- Responsible for the hiring, training, and on-going career development of a high performing diverse workforce. Accountable for retention KPIs;
- Ensures staff is provided continuous feedback and oversees and directs the discipline or termination of staff in collaboration with Human Resources;
- Presents a helpful and positive attitude, focusing on solutions and promoting a collaborative environment at all times;
- Creating and maintaining a positive work environment that promotes and drives our Say Yes, and Culture and Service Standards (Secure, Caring, Trustworthy, Effective);
- Perform various other duties as assigned.
Requirements Required Experience, Education and/or Certifications
- Minimum of four (4) years in call center operations leadership experience with an emphasis on driving performance and exceptional service delivery.
- Bachelor's Degree with emphasis in management or other related field of study preferred;
- Must have a working knowledge of Credit Union or financial institution laws, rules, regulations, policies, and procedures;
Skills and Qualifications
- Demonstrated ability to think critically, independently and creatively to develop strategies and solutions;
- Demonstrates strong communication skills and provide professional responses to complex and/or sensitive topics and situations. Thinks creatively and use sound judgment to investigate and resolve matters within the department.
- Ability to effectively manage multiple tasks, projects, and deadlines simultaneously.
- Highly energized and strategic self-starter with a proven track-record of motivating teams to achieve success through creative and innovative methods;
- Strong working knowledge of current Windows based software;
- Ability to adapt to changing priorities and environment;
- Requires an organized, detail-oriented self-starter who is able to work independently;
- Strong processing, analytical and problem solving skills;
- Possess a strong work ethic and team player mentality;
- Highly developed sense of integrity and commitment to member satisfaction;
- Required to handle all member information in a confidential manner;
- Professional written and verbal communications skills.
Texas Trust Credit Union is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.