ARIZONA CENTRAL CREDIT UNION Call Center Manager Salary in the United States

Arizona Central Credit Union is searching for an experienced leader to manage our Member Solutions Center. 

Role:  

All ACCU employees are expected to assist the Credit Union in meeting strategic objectives and participating in the growth and success of the organization. This is accomplished by providing outstanding service to both internal and external members.  A key component of this service delivery is to build long term member relationships by identifying the member needs and offering them a solution that will result in increased engagement with the credit union.  In addition, the position directs the operations of a call center, ensuring the department supports organizational, financial, operational, service and growth plans.  Ensures members and potential members receive timely, courteous and accurate service during every interaction; supports all remote delivery channels.

Summary of Job Functions and Responsibilities:

• Direct, develop, motivate, hire and discipline department personnel; and recommend appropriate personnel actions.  Monitor and record the performance of department personnel during phone calls with members and provide feedback to ensure member service and sales goals are consistently met.
• Create and achieve Service Level Agreements to respond to member inquiries timely.  Prepare monthly statistical reports detailing credit union wide call volumes.
• Manage vendor relationships and stay up to date on the technology we possess to ensure/enhance efficiencies.
• Support organizational objectives and adapt them to your department.  Organizational strategies need to be deployed consistently and should be adaptable to a department’s individual needs.
• Ensure your team is adequately trained enabling them to deliver premier service to our members.
• Address the department’s pain points with other department leaders.  Look at issues with solutions in mind.
• Keep management informed of key operating issues affecting the department.
• Promote a positive culture within the department, foster strong interdepartmental relationships, and maintain a high performing team environment.

Knowledge, Skills and Abilities:

Experience:  Minimum of five years experience in call center leadership, banking industry experience a plus.

Education:  Bachelor’s degree preferred

Interpersonal Skills: The ability to motivate others is a material part of the job.  Obtaining cooperation (internally and/or externally) is also an important part of the job.  A significant level of trust and diplomacy is required, in addition to normal courtesy and tact.  Work involves extensive personal contact with others and/or can be of a personal or sensitive nature.  Excellent verbal and written communication skills are necessary.  Must have demonstrated ability to lead others and create a successful team environment.

Other Skills:  Experience with Shoretel/Mitel phone systems and ACD systems is required.  Must have sound and consistent judgment and decision-making abilities.  Ability to multi-task in a fast-paced environment, and the ability to lead and manage change is necessary for success.