Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Job Summary:
The Member Contact Center Manager is responsible for the leadership of the Credit Union's Member Contact Center which provides support to members via attended telephone support, remote delivery channels, and other digital platforms. The Member Contact Center Manager is responsible for implementing strategies to improve service quality, and efficiency. The successful candidate for this position must possess a strong foundation of leadership qualities. They should have the ability to influence others through a combination of practical experience and knowledge. They provide leadership support through consultative relationship building, and job behavior role modeling. They are enterprise leaders in that they act as liaisons collaborating with internal business partners to drive the comprehensive member experience that increases member loyalty, and drives ongoing organizational growth.
Duties & Responsibilities: