Hybrid Retail Contact Center Manager (Remote/Onsite)

Wellby Financial; Webster (TX); Hybrid; USD 70.000 - 100.000; Vollzeit

Zusammenfassung

Wellby Financial in Webster, TX is seeking a Contact Center Manager to lead a team of supervisors and agents, delivering exceptional member experiences across phone and email channels. You will partner with Product, Communications, and Digital teams to implement best-in-class processes, coach leaders, and drive performance against KPIs.

This full-time role requires a strategic, hands-on leader who can manage schedules, develop staff, and ensure alignment with Wellby's mission to help members

Qualifikationen

• Minimum five (5) - seven (7) years financial services and contact center experience or similar.
• Bachelor’s degree in finance, business development or related field preferred.
• Minimum three (3) years of leadership experience in a technically advanced Contact Center environment (phone, chat, etc.)
• Minimum two (2) years credit union or retail banking experience
• Experience leading virtual/remote team members preferred.
• Ability to work onsite and remotely based on business needs.
• Bondable

Aufgaben

• Supervise, hire, train, schedule, and assign work; assess performance.
• Provide coaching and insights to support organizational growth and exceptional experiences.
• Ensure team understands contribution to member experience and financial success.
• Develop and report on Contact Center metrics, tracking and reporting.
• Collaborate cross-functionally with Product Management, Engagement, and Digital teams.

Kenntnisse

Leadership

Customer service

Cross-functional collaboration

Communication

Team management

Problem solving

Time management

Ausbildung

Bachelor's degree in finance, business development or related field

Tools

CRM systems

Microsoft Office

Jobbeschreibung

Wellby Financial in Webster, TX is seeking a Contact Center Manager to lead a team of supervisors and agents, delivering exceptional member experiences across phone and email channels. You will partner with Product, Communications, and Digital teams to implement best-in-class processes, coach leaders, and drive performance against KPIs.

This full-time role requires a strategic, hands-on leader who can manage schedules, develop staff, and ensure alignment with Wellby's mission to help members