Outbound Contact Center Manager manages outbound call center operations and agents that sell products or services to new and existing customers. Develops standards and monitors metrics and targets for call volume, sales, and timeliness. Being an Outbound Contact Center Manager implements sales and product training to ensure staff is updated on product and service offerings and upsell techniques. Sets and communicates operational policies and procedures. Additionally, Outbound Contact Center Manager may require a bachelor's degree. Typically reports to a director. The Outbound Contact Center 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 an Outbound Contact Center 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)
Description
SCU Credit Union has a mission to positively impact the financial well-being of our members by providing access to a wide range of products and services; to support the diverse communities we serve through education and collaboration; and to foster a rewarding environment for our employees!
We put our members at the heart of everything we do and strive to exceed their expectations by providing: empathy, giving back, integrity, stability, and an inclusive culture. If you align with these values too, we would love for you to join our team!
SUMMARY
Under the direction of the Contact Center Manager, demonstrates a broad understanding of deposit and consumer loan products and services and to perform various duties related to account opening, origination of consumer loans, accurately & efficiently processing member data, and a full understanding of the services offered by the Credit Union, more specifically, electronic and digital products. Builds member relationships with an emphasis on financial education, through knowledge and understanding of all credit union products & services. Quality of the work and level of productivity is within an acceptable range for the department and corresponds to level of experience; adheres to established policies and procedures. Supports the Credit Union’s Core Values and Vision Statement with a focus on service, quality, efficiency, and teamwork.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Requirements
QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
CORE COMPETENCIES
To perform the job successfully, the individual must be organized and detail oriented and should demonstrate the following competencies:
EDUCATION and/or EXPERIENCE
High School Diploma or GED plus specialize coursework; 2-4 years of related experience; or equivalent combination of education and experience. Ability to cross-sell credit union products is also required. Strong member relations and effective communication are essential.
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