Call Center Manager

Location: Wollaston Lake

The Call Center Manager aids staff in resolving complex issues, researches and documents complaints through proper channels to enhance member satisfaction, and develops staff competencies through coaching and performance appraisals. This role also manages workflow, and staffing levels, and supports the cross-selling of products and services, ensuring efficient service delivery. Additionally, the manager facilitates training, communicates policy changes, and adheres to the Bank Secrecy Act, maintaining compliance across operations

A Review of Professional Skills and Functions for Call Center Manager

1. Call Center Manager Duties

• Call Center Manager

Duties & Responsibilities:

• Customer Service Management:

Ensure the entire team provides an outstanding customer experience.

• Training and Development:

Train staff to overcome objections and proper handling of all calls.

• Record Maintenance:

Ensure all team members maintain accurate customer records.

• Lead Conversion Assistance:

Take TOs from team members to help convert leads to shows.

• Scheduling:

Schedule team members to ensure peak hours have adequate coverage and all necessary hours are covered.

• Performance Auditing:

Conduct call audits and coach staff based on meeting call expectations.

• Reporting:

Create and distribute departmental-required reporting.

• Collaboration:

Attend meetings of department managers.

• Complex Issue Resolution:

Assist call center staff in resolving complex member issues, questions, or complaints.

• Research & Documentation:

Research, investigate, document these matters through appropriate channels to ensure proper follow-up and achieve member satisfaction.

• Staff Development:

Develop competent staff by coaching, writing and delivering performance appraisals, holding employees accountable, and supporting Individual Development Plans.

• Organizational Feedback Integration:

Reinforce the focus of sales and service by meeting with the Organizational Development department to understand feedback.

• Cross-selling Support:

Support the development opportunities related to cross-selling products and services based on the financial needs of members and outbound calling.

• Workflow Management:

Manage workflow and staffing levels to ensure efficient and impressive service delivery.

• Hiring & Onboarding:

Participate in the hiring and onboarding process as appropriate.

• Policy Communication:

Support and communicate changes in credit union policies and procedures in a timely manner to employees.

• Meeting Leadership:

Conduct department meetings and regular huddles.

• Training Anticipation:

Anticipate training needs on systems, products, services, policies, procedures, governmental rules, and regulations, and service needs.

• Training Development Communication:

Communicate training needs to VP and/or Organizational Development to assist in the development of training for call center employees.

• Compliance Adherence:

Follow Bank Secrecy Act (BSA) policies and procedures as related to this position.

3. Call Center Manager Responsibilities

• Data Management and Analysis:

Manage and track data for capture and analysis and use results to improve performance.

• Information Provision:

Provide program/service information by answering questions.

• Staff Assistance:

Offer assistance to call center staff.

• Staff Development:

Help recruit and develop staff through mentoring and guidance, identify training needs and develop methods of formalized training for staff.

• Staff Motivation:

Ensure staff are motivated and aligned to achieve goals.

• Relationship Maintenance:

Maintain productive relationships with clinics and outside vendors.

• Operations Monitoring:

Maintains and improves operations and productivity by monitoring system performance.

• Problem Resolution:

Identify and resolve problems.

• Action Plan Preparation:

Prepare and complete action plans.

• System Audits:

Complete system audits and analyses.

• Quality Assurance Management:

Manage system and process improvement quality assurance programs.

4. Call Center Manager

Job Summary

• Team Leadership:

Responsible for the leadership of CHS team.

• Feedback Provision:

Provides ongoing feedback and assistance to CHS.

• Performance Management:

Responsible for managing the performance…