Contact Center Manager

Job Description

Job Description

Seeking previous supervisory experience in a Contact Center with preference given to individuals who have worked in the financial services industry (credit union, bank, or related industry). Must be technically savvy (utilizing the newest technology - audio, video, chat), Data driven (pull reports, analyze data and make recommendations), desire to coach and mentor Team Members, and possess a strong desire to provide exceptional member service. Is this YOU? Apply today!

Job Description : Contact Center Manager

Position Status : Full-Time Exempt

Reports to : Vice President, Operations / Member Services

Target hiring salary range : $72,400.80 - $90,501

The listed pay information includes the minimum rate of pay to the mid-point rate of pay for the posted position The actual compensation for this position may vary based upon, but not limited to, licenses or certifications, education or equivalent work experience, market data, qualifications, relevant experience, prior work and performance history, geographic location, and business sector.

We believe great work is to be rewarded with great benefits. Our benefits include, but aren’t limited to, Medical coverage with generous company contributions, Dental with employee only coverage paid by the company, Vision with employee only coverage paid by the company, Paid Time-Off, 401k plan with a defined company match, company paid long-term disability, short term disability, and company paid holidays.

Purpose : The primary purpose of this position is to assist APCU Center Parc Credit Union to live out our Mission, “To help our members achieve financial success by providing exceptional products and service.” The Contact Center Manager is responsible for the operational oversight of the Contact Center, ensuring that the team of member service representatives (MSRs) provide exceptional member service at the highest level of measurable effectiveness and in accordance with APCU Center Parc’s service standards.

Essential Duties and Responsibilities : Other duties may be assigned.

• Adhere to and deliver on APCU Center Parc’s core values :

Serve Exceptionally

Supervisory Responsibilities : Supervises 8 – 14 contact center team members and any assigned team lead.

Qualification Requirements : To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and / or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

REQUIRED EDUCATION and / or Experience :

PREFERRED EDUCATION and / or Experience :

Physical Job Requirements :

Must be physically able to operate a variety of automated office machines such as calculator, computer, printer, facsimile, telephone, copier, etc. Must be able to stand, bend and stoop as needed. Must be able to lift and / or carry weights of 5 to 25 pounds.

APCU Center Parc Credit Union is an equal opportunity employer committed to providing equal opportunities to applicants and our policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, disability status or veteran status or any other basis protected by applicable federal, state, or local laws. APCU Center Parc Credit Union prohibits harassment based on the same protected classes and criteria.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

The requirements for the position listed are general and are not all inclusive. If you have any questions concerning this position, please contact Human Resources.

Please note that an employment offer, and your continued employment are contingent upon acceptable results of a background and credit check, and satisfactory proof of your right to work in the U.S.