Contact Center Manager

Profed-Federal-Credit-Union; Fort Wayne (IN); Sur place; USD 42 000 - 65 000; Plein temps

Résumé du poste

Profed-Federal-Credit-Union is seeking a hands-on supervisor for its Contact Center operations. The role focuses on supervising, training, and guiding call center and VTM staff, ensuring outstanding member service and efficient issue resolution.

You will handle escalated inquiries, coordinate staffing, monitor VTM performance, manage cash and supply orders, and oversee vendor relationships. Strong leadership, analytics, and adaptability are essential to maintain high member satisfaction.

Qualifications

• Supervisory experience in call center or member services.
• Strong knowledge of credit union products and operations.
• Ability to analyze financial information and KPI data.
• Excellent communication and problem-solving skills.
• Ability to manage multiple tasks and staff efficiency.

Responsabilités

• Provide supervision, team training, and guidance to Contact Center staff.
• Monitor and balance VTM machines and manage QSI tickets.
• Prepare and place cash orders and supply orders.
• Coordinate staff scheduling and coverage.
• Ensure smooth contact center operations and relay details to AVP/Contact Center.
• Troubleshoot and assist with escalated member inquiries.
• Maintain reports and KPI analytics.
• Vendor management for the Contact Center.
• Lead or assist with staff meetings and training.
• Assist with member calls and VTM transactions as needed.
• Perform additional duties as assigned.

Connaissances

Supervisory experience

Customer service leadership

Analytical skills

Vendor management

Communication skills

Outils

Call Center software

Description du poste

Description

POSITION SUMMARY

Primarily responsible for assisting in the effective supervision, team training, and guidance of Contact Center operations, including all Call Center and VTM staff, member services, functions, and support. Primary contact for escalated member inquiries and resolution issues. This individual will ensure high member satisfaction and enhanced member experience through efficient, effective service delivery. Additionally responsible for Contact Center vendor management, staff scheduling, monitoring and troubleshooting, and credit union cash ordering responsibilities.

QUALIFICATIONS

Requires strong organizational skills with the ability to manage multiple tasks, deadlines, and staff efficiently. Extensive knowledge of credit union products, services, and operational procedures is essential. Must have supervisory experience, strong analytical skills, and the ability to analyze financial information. The ability to display sound judgment in decision-making and recommendations is required. Must possess an attitude that promotes enthusiasm and staff morale. This person must project a positive, professional image and have the capacity to foster an atmosphere of cooperation and teamwork. Must possess technical acumen, analytical and troubleshooting skills, and the ability and desire to easily embrace new technology. Versatility is essential for learning and seamlessly pivoting between different department duties as needed. The ability to prepare and complete detailed documentation and to perform mathematical computations is required.

PHYSICAL REQUIREMENTS

Clear and effective communication abilities required. Must be able to view a terminal screen and operate a computer keyboard. Must be able to sit and stand for prolonged periods.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide supervision, team training, and guidance to Contact Center operations and staff
• Monitor and balance VTM machines and place QSI tickets as required
• Prepare and place cash orders and supply orders
• Coordinate Contact Center staff scheduling and coverage
• Ensure effective Contact Center operations and communicate all necessary details to AVP/Contact Center
• Provide advanced trouble-shooting and assist with escalated member inquiries and resolution
• Assist in the maintenance of assigned reports and statistics, the auditing of Chat/Text performance and transcripts, and the analysis of KPI’s
• Vendor management for Contact Center
• Lead or assist with all staff meetings and training sessions
• Provide assistance with member calls, VTM transactions, and interactive services as needed
• Additional duties as assigned

ProFed is an EEO employer – M/F/Vets/Disabled