Member Contact Center ManagerTeam Leader

Job Details

Management

South Richland HQ - Richland WA

Spokane Valley East Sprague - Spokane Valley WA

Full Time - Hourly

4 Year Degree

$36.74 - $56.87 Hourly

Description

Take a leap and join our team!

At Gesa we believe in the power of our people. Coming from all walks of life our team members individual stories and unique experiences are our most valuable asset. But its how we come together igniting our collective compassion and commitment to empowering our communities that makes us succeed. Because we know we go further when we go together.

Here you can join a team who is passionate about serving others has a desire to do good and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And you can rest assured that your wellbeing and prosperity are our priority.

Get to know us : About - Gesa Credit Union

Role Summary :

The Member Contact Center (MCC) Manager / Team Leader is an advocate for the member in support of organizational and department goals. The MCC Manager / Team Leader serves members by planning and implementing contact center strategies and operations improving systems and processes and managing the staff. Priorities include ensuring exceptional member service via the phone and digital channels while complying with the credit unions policies and regulations.

What You Will Be Doing :

• Oversees daily operations of multi-location 24 / 7 contact center by ensuring performance metrics are met (service levels quality monitoring net promoter scores abandon rates team member engagement and KPIs)
• Responsible for hiring training developing and evaluating employee performance within the promotions / transfers and salary adjustments
• Determines contact center strategies by conducting needs assessments performance reviews capacity planning and cost / benefit analysis
• Promotes and supports the Digital Strategy of the organization
• Stays abreast of new technologies or systems to optimize efficiencies within the MCC
• Minimizes risk to the Credit Union and the membership
• Ensures staff schedules are optimized by evaluating volume trends and makes recommendations based on data analysis
• Collaborates with internal business partners and maintains relationships with vendors to advocate for contact center operations requirements
• In collaboration with the Learning and Development team develop and oversee ongoing training and development program
• Provides solutions for complex inquiries handles escalated member concerns and escalates timely
• Mentors Supervisors to develop their leadership skills and fosters the Credit Unions culture
• Develops and helps implement strategies and tactics from the Credit Union Strategic Plan and departmental Business Plan

About You :

Leadership Core Competencies :

Leaders at Gesa Credit Union are lifelong learners who by developing themselves are better able to grow our team members and our organization as well as serve as influential role models for each other. We believe that every team leader no matter their position or years of experience must model and continue to strengthen these competencies which are foundational to our view of leadership and support the achievement of our strategic goals.

Qualifications

What You Will Need :

Our Team Member Value Proposition :

In exchange for bringing your talent to Gesa here are a just a few of the benefits and perks we offer :

Full Salary Range :

Richland WA : $37.91-$56.87

Spokane WA : $36.74-$55.11

Get wise to whats possible with a career at Gesa. Join us!

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. Please contact the HR Department at or to request an accommodation.

Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.

Selected candidate(s) must be able to pass a pre-employment credit / background check.

Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race / Color / Gender / Sexual Orientation / Gender Identity / Religion / National Origin / Disability / Veteran.

Equal Employment Opportunity ()

Required Experience :

Manager

Key Skills

Dhcp,Ethernet,Information Technology Sales,Customer Development,ITI

Employment Type : Full-Time

Experience : years

Vacancy : 1

Hourly Salary Salary : 36 - 56