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Contact Center Sales & Service Manager II

Contact Center Sales & Service Manager II

First Technology Federal Credit UnionRocklin, CA, US
30+ days ago
Job type
  • Full-time
Job description

Description

The Manager II, Contact Center (CC) Sales & Service manages the day to day activities of a fast paced, multifaceted inbound call center, leading a team of Representatives both on site and remote.

Primary Responsibilities :

  • Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
  • Facilitate and / or lead team, leadership and cross-functional meetings
  • Evolve and effectively lead through change management in a fast-paced environment
  • Develop team members by identifying and implementing professional growth planning
  • Coach other Managers in new leadership techniques through company provided trainings and professional development
  • Articulate, demonstrate, and coach to company standards, member service, accountability, accuracy and sales
  • Provide operational, technical, and soft-skill support to Inbound Call Center Representatives both on-site and remote
  • Effectively analyze statistics and reporting to identify opportunities and initiate action plans
  • Assign and implement strategic sales plans to achieve organizational goals
  • Participate in the interview and hiring process, actively partnering with Recruiting
  • Assist Workforce Management in maintaining service levels by monitoring queues, forecasting, and coaching teams to call center metrics

Experience and Education Requirement :

  • Minimum Education :   Bachelor’s degree is preferred
  • Minimum 6 years’ experience in a contact center or in the financial services industry, including a minimum of 3 years in a leadership role
  • Proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees to achieve department goals
  • Ability to use data and analytic information to gain insights and drive strategic direction
  • Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
  • Adept at problem-solving, ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
  • Ability to influence others and move toward a common vision or goal
  • Strong business communication skills; able to write / speak clearly and professionally for a variety of audiences
  • Ability to partner and effectively collaborate with multiple work groups and manage through frequent change
  • Working knowledge of Microsoft Office Suite
  • Certification / License : N / A

    • Location :  Rocklin Corporate Office - Rocklin, CA 95765

    Target Compensation in Rocklin, CA :   $82,000 - $96,000 + monthly incentives

    Benefits options include :

  • Traditional medical, dental, and vision coverage
  • 401K matching up to 5% per pay period
  • Accrue up to 17 days of Paid Time Off your first year of employment
  • 11 paid federal holidays
  • Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)

    • What makes First Tech different? Click  here  to learn more!

    First Tech is not currently offering Visa transfer or sponsorship for this position

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    Contact Center Manager • Rocklin, CA, US