Inbound Contact Center Manager jobs in Santa Ana, CA

What You’ll Be Doing

Assists the department manager in administering the overall operation of the department in order to ensure that Members receive prompt, accurate, efficient and high quality service over the multiple contact channels offered to the Membership.

This position will also resolve Member issues and escalated concerns on Member accounts / products over the multiple contact channels offered.

• Partnering with management on ensuring the training activities for their direct reports is fulfilled and focusing on team member career development.
• Contributing to department goals by managing high volumes and by developing direct reports on efficiency gains without impeding delivery of Member Service;

as well as identifying initiatives for enhancements in productivity.

• Ensuring that department team members maintain a positive, Member focused attitude through motivation and development initiatives.
• When necessary be the advocate for the team member in order to ensure every opportunity for success is provided.
• Providing support to frontline on escalated Member concern.
• Providing consultative services to Members regarding credit union products and services and ensuring that team members are providing consultative services by assessing the Member's needs, addressing their concerns and gaining agreement.
• Processing Member transactions and providing product and service information over the multiple contact channels offered.
• Assisting in researching, evaluating and implementing department and / or divisional projects that pertain to the scope of the department.
• Ensuring that all team members have adequate supplies to complete their daily requirements and job function.
• Staying informed of changing trends within the Credit Union movement or department specific industry and offering recommendations for change.

Additional Job Functions

• Supervises teammembers directly, including selection, training, performance appraisal and work allocation. Responsible for scheduling staff.
• Helps establish, communicate and achieve the credit union’s goals and standards, ensuring these are fully communicated to and understood by all department staff.
• Identifies areas to streamline department and credit union operations.
• Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises staff.
• May act in the capacity of the Manager in his or her absence.
• Performs other duties as assigned
• Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties.

Failure to do so may result in disciplinary and other employment related actions

People Management

Supervisory

Qualifications

• High School Diploma or GED required
• 5-7 years of previous related experience required
• California Property Casualty Insurance License for supervisors within the Insurance Services department

Last updated : 2024-04-24