Manager Contact Center

compeerfinancial; Mankato (MN); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model up to 50% remote

Flexible schedules

401k with company match up to 9%

Medical, dental, vision insurance

Job summary

Compeer Financial, a member-owned cooperative serving Illinois, Minnesota and Wisconsin, seeks a leader to oversee its Contact Center operations. You will guide day-to-day activities, enhance client service, and drive both satisfaction and revenue through strategic team leadership.

The role emphasizes collaboration with cross-functional teams, policy improvement, and performance management to meet organizational goals. Hybrid work environment in Mankato, MN.

Qualifications

• Bachelor's degree or equivalent experience required.
• 7 years in a contact or call center for a financial institution.
• 3–5 years of supervisory experience preferred.

Responsibilities

• Oversee day-to-day operations of the Contact Center team.
• Develop strategies to improve the client service experience and satisfaction.
• Lead and mentor team members to achieve service standards and goals.
• Coordinate with leadership to define Compass team's goals and service standards.

Skills

Leadership

Call center management

Strategic thinking

Communication

Coaching and mentoring

Problem solving

Organizational skills

Team development

Education

Bachelor's degree in business administration, marketing, or related field

Tools

MS Office

Job description

Empowered to live. Inspired to work.

Compeer Financial is a member-owned cooperative located in Illinois, Minnesota and Wisconsin. We bring together team members with a variety of backgrounds and experiences to help provide financial services to support agriculture and rural communities. Join us in a culture that not only promotes meaningful work and professional development, but provides a flexible, hybrid work environment and excellent benefits, which empower you to thrive both personally and professionally.

How we support you:

• Hybrid model - up to 50% work from home
• Flexible schedules including ample flexibility in the summer months
• Up to 9% towards 401k (3% fixed Compeer contribution plus up to 6% match)
• Benefits: medical, dental, vision, HSA/FSA, life & AD&D insurance, short-term and long-term disability, wellness program & EAP
• Vacation, sick leave, holidays/floating holidays, parental leave, and volunteer paid time off
• Learning and development programs
• Mentorship programs
• Cross-functional committee opportunities (i.e. Inclusion Council, emerging professional groups, etc.)
• Professional membership/certification reimbursement and more!
• Casual/seasonal & intern team members are not eligible for benefits except for state-mandated programs.

To learn more about Compeer Financial visit www.compeer.com/careers.

This position offers a hybrid work option up to 50% remote and is based out of the Mankato, MN office location.

The contributions you will make:

This position provides leadership by overseeing the day-to-day operations of Contact Center team members who are responsible for delivering high quality client service to incoming callers. The incumbent assists in providing strategies to improve the client service experience, maintaining client satisfaction crucial for driving business revenues and reaching profitability goals.

A typical day:

Leadership

• Champions the brand; serves as a role-model for the vision, mission and values of the organization. Supports Compeer's strategic initiatives.
• Supports Compeer's strategic initiatives through their actions, words and participation in projects.
• Collaborates with leadership in defining the Compass team's goals, priorities and service standards.
• Partners with other teams to develop and nurture the team relationship model. Collaborates with other Compeer leaders and works closely with their teams to service client relationships.
• Advocates and initiates changes to department policies and procedures to improve productivity and client satisfaction.
• Leads and participates in strategic projects.
• Proactively responds to escalated client situations. Resolves client issues.

Team Management

• Provides clear and timely communication and feedback to all team members on expectations and goals.
• Establishes and develops guidelines to ensure the team provides a consistent quality level of service, which is timely, thorough and responsive to all clients. Tracks and monitors calls.
• Ensures team adheres to established standards, practices and procedures, including compliance.
• Provides daily oversight and work direction to team in assisting client callers with a number of account issues and questions including money movement and support of Compeer's digital products and services.
• Provides daily oversight and work direction to the team on specialty work done within Compass.
• Selects, develops, motivates, coaches, and evaluates, trains and rewards department team members.
• Promotes a positive work environment that leverages the talents and abilities of team members in achieving organizational and team goals.
• Informs team and executes changes in policy and procedures.
• Determines and effectively communicates performance standards and development plans and assesses performance against standards.
• Organizes and conducts team meetings.
• Approves team member time off and timesheets.

The skills and experience we prefer you have:

• Bachelor's degree in business administration, marketing, or related field or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• 7 years of experience in a contact or call center for a financial institution.
• Three to five years of supervisory experience preferred.
• Advanced knowledge of Compeer Financial's products and services desired.
• Advanced knowledge of farming operations and agriculture, along with basic accounting principles and procedures.
• Advanced knowledge of loan processing and servicing in a financial lending environment.
• Strategic and innovative.
• Leadership skills to select, evaluate, engage, motivate, mentor, train, delegate, reward and lead team members.
• Strong listening, written and verbal communication skills, with ability to communicate at all levels of the organization.
• Skill in developing and maintaining interpersonal relationships.
• Strong problem solving, decision making and organizational skills.
• Strong computer skills, including MS Office applicat