Neighbors Credit Union

  • Contact Center Manager

    Job Locations US-MO-St. Louis
    Posted Date 4 weeks ago(11/14/2018 10:20 AM)
    Job ID
    2018-1414
    # of Openings
    1
    Category
    Management
  • Overview

    Are you a strategic thinker looking for a leadership position where you will manage the contact center function of a mid-sized financial institution? Are you an excellent communicator who thrives on coaching and developing your team?

     

    Who you are:

    A flexible and driven individual that finds satisfaction in generating growth and building a high-performance team to make things happen!  Being a Call Center Manager at Neighbors Credit Union will be a rewarding position for you. 

     

    Who we are:

    Neighbors Credit Union is a growing, not-for-profit, full-service financial institution that was established in 1928 in St. Louis. Here our employees have a simple purpose: to provide awesome member experiences. At Neighbors Credit Union, you will be part of a team that always puts people before profits.

     

    Our Mission:

    Providing awesome member experiences through innovative products, superior service, and trusted advice, while strengthening our community with financial education. We are dedicated to the success of our members and employees to ensure we are the financial institution of choice.

    Responsibilities

    • Manage all aspects of a small call center with both inbound and outbound calls, ensuring high-quality and professional service to our membership.   
    • Monitor call volume throughout the day and adjust staffing to meet demand.
    • Create work schedules that coordinate with peak call hours and days throughout the month.
    • Manage a team of two outbound calling agents.  Assist with development of calling lists, setting sales goals, writing scripts, tracking and reporting success.
    • Supervise outbound and inbound calling staff.  Motivate, evaluate, and direct work activities of staff.
    • Coach staff on sales initiatives.  Ensure that call center is an effective participant in our sales efforts.
    • Develop, generate, and monitor call reports.  Review monthly call performance of group and individuals. 
    • Coordinate with other departments and their initiatives to forecast call volumes, prepare staff, and schedule accordingly.
    • Monitor performance of phone systems and equipment.

    Qualifications

    Qualifications

    • The ideal candidate will have a high school diploma, some college work is preferred. 
    • The candidate must have a minimum of 3 years of management experience with proven supervisory and employee development skills along with excellent organization, communication, and analytical skills.
    • The candidate must have proven supervisory and employee development skills along with excellent organization, communication, and analytical skills
    • Skilled at looking at the “big picture” and setting vison, goals, and processes to meet strategic objectives.

    Rewards

    • This position is full-time and will be eligible for benefits including medical, dental, life insurance, disability insurance, flexible spending accounts, and a 401(k) plan with matching contributions.
    • Competitive base salary and a monthly incentive plan.
    • Neighbors has excellent opportunities for career advancement and professional development.

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