Contact Center Manager

Superior Choice; Northern (KY); On-site; USD 60,000 - 70,000; Full time

Job summary

Superior Choice is seeking a Contact Center Manager to oversee a Credit Union contact center in Wisconsin. The role focuses on fast, courteous service, handling member inquiries, and directing calls to appropriate departments.

It requires leadership of the team and ensuring accurate data entry across systems. Responsibilities include training staff, identifying sales opportunities, and optimizing processes to improve efficiency and member satisfaction.

Qualifications

• One to three years of similar or related experience.
• High school education or equivalent.

Responsibilities

• Assist members and employees with inquiries through the contact center.
• Schedule, train, and monitor the work of staff within the contact center.
• Identify cross-sell opportunities and promote these services to members.
• Improve department operating methods and procedures.
• Ensure member account information is correctly entered in all computer systems.
• Maintain a positive attitude toward Credit Union initiatives and support member acquisition and retention.
• Work well in a team environment and independently.
• Use office technology (computer, internet, email, etc.).
• Be able to work in an office environment for at least 8 hours per day.

Skills

Microsoft Office

Loan software

Communication skills

Detail oriented

Education

High school diploma or equivalent

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Contact Center Manager

Full Time Professional Superior, WI, US

4 days ago Requisition ID: 1244

Salary Range: $60,000.00 To $70,000.00 Annually

Role

To ensure members and potential members receive fast, courteous, and accurate service through the Contact Center department. Explains services, sets up new accounts, responds to problems, and directs members’ inquiries to the appropriate area. Oversees the operations and team members within the credit union’s Contact Center.

Essential Functions & Responsibilities

• Assists members and employees with inquiries through the contact center
• Schedules, trains, and monitors the work of employees within the contact center
• Identifies cross-sell opportunities and sells these services to members
• Identifies and takes action to improve the department’s operating methods and procedures
• Ensures member account information is correctly entered on all computer systems
• Exhibits a positive attitude toward Credit Union initiatives and mission statement, supporting member acquisition and retention.
• Strong interpersonal skill
• Ability to work in a team environment as well as independently
• Ability to use office technology such as a computer, internet, email, and other office related software
• Ability to work in an office environment for at least 8 hours per day
• Performs other job related duties as assigned in accordance with Credit Union standards.

Knowledge & Skills One to three years of similar or related experience

Experience One to three years of similar or related experience

Education A high school education or equivalent

Skills Advanced proficiency in Microsoft Office and loan software programs Must be well organized and detail oriented Must demonstrate excellent written and verbal communication skills

Physical Requirements The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and stoop; kneel; or crouch. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.