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Call Center Manager

Company: MSU Federal Credit Union
Location: East Lansing
Posted on: June 1, 2021

Job Description:

Recent changes have been implemented to ensure workplace safety and compliance with MDHHS and MIOSHA guidelines during the Pandemic. During normal circumstances, this position would report to our Headquarters 2 building in East Lansing and would be responsible for reporting onsite to work each day. However, we have made temporary changes and anticipate this position working remotely from home, with limited exceptions when an onsite presence may be required. An area to set up your workspace remotely as well as stable internet access will be needed. Workplace evaluations are ongoing and ample notice will be provided once it is determined that this position is expected to return onsite.

Call Center Managers lead operations, including member service, lending, new accounts and sales.

This position requires the ability to work during the span of Credit Union hours of operation, including Saturdays and the hours necessary to meet responsibilities. Additionally, this position is required to represent the Credit Union in the community at events and volunteer functions.

Call Center Manager

  • Deliver accurate and timely feedback regarding overall performance of employees; utilize performance management system to document employee performance, and provide timely delivery of reviews
  • Develop Call Center Leads to provide effective support to Call Center Management and employees, ensuring their decisions and direction to employees matches Credit Union direction
  • Develop Call Center Trainers to deliver thorough training to Call Center employees that supports Credit Union direction
  • Responsible for the complete member experience and performance of employees within the Call Center, ensuring resolution to any situations that arise
  • Responsible for understanding and supporting department service levels, while helping others to do the same
  • Work independently with limited supervisory direction, using knowledge, judgement and resources to address unfamiliar situations in the Call Center
  • Responsible for recognizing and communicating trends, patterns and other impactful member situations
  • Assist employees on Helpline and in person with member situations, overrides and decisions
  • Build relationships with members by educating them about relevant products and services while training others to do the same
  • Use judgment and decision making skills to protect members and the Credit Union, while teaching others to do the same
  • Lead Call Center through difficult circumstances such as a data compromise or other emergency situations while ensuring employees have understanding of emergency guidelines
  • Troubleshoot and maintain Unified Communication System ensuring optimal operation
  • Ensure the response and resolution of all internal and external audits to remain in compliance with policy
  • Responsible for working with Call Center Trainers to ensure team receives training that is necessary for their growth and development
  • Create promotions that align with Credit Union initiatives while adding value to the Call Center
  • Use critical thinking skills to solve problems
  • Handle complex situations, finding the most appropriate solution with confidence, knowledge and creativity
  • Build culture of Call Center to ensure a positive environment for members and employees
  • Utilize knowledge of Credit Union financials to drive strategic initiatives for the Call Center
  • Be a change agent, effectively communicating information to garner support from employees
  • Understand, recognize and act with urgency appropriate to situation
  • Assume risk and utilize lending limits commensurate with level, while mentoring others in Credit Union philosophy
  • Use judgement and decision making skills to protect members and the Credit Union, while teaching others to do the same
  • Lead hiring and onboarding processes for open positions within the Call Center
  • Maintain professionalism with interactions and relationships throughout the Credit Union
  • Attend and support internal Credit Union events
  • Remain current on information, processes and software relevant to the Call Center
  • Maintain compliance with Federal and State laws and regulations, in addition to Credit Union policies and guidelines
  • Participate in training activities to ensure compliance with Credit Union policies and Federal and State regulations and laws
  • Work with other departments to provide superior service and consistency for the membership and employees
  • Perform other duties and assist other employees, as assigned

Call Center Manager I

  • Identify areas of development for employees and provide clear performance feedback
  • Recognize and respond to escalated member situations as they occur, ensuring the support of members and employees
  • Maintain daily Call Center operations with limited supervision, recognizing when to escalate to AVP
  • Evaluate and maintain appropriate daily staffing based on changing circumstances to serve the needs of members by utilizing observation and reporting metrics
  • Recognize fluctuations in volume, demonstrating ability to reallocate resources to support member needs
  • Utilize Call Center metrics to increase understanding of Call Center performance; Take ownership of performance and productivity of department and team
  • Understand performance of employees by recognizing strengths and areas of development, while mentoring, coaching and developing skills for success
  • Represent the Credit Union at events within the community
  • Communicate information in a clear and concise way that is impactful to employees
  • Create and develop goals, objectives and sales strategies for the Call Center, with support
  • Identify and communicate trends that impact the level of service provided in the Call Center
  • Work with AVP to determine strategic direction for the Call Center
  • Mentor and develop Management Development Associates
  • Recognize training needs within the Call Center, create and/or coordinate relevant resources
  • Actively participate on committees or projects within the Call Center
  • Demonstrate initiative, responsibility, integrity and dependability
  • Actively work with employees in the corrective action process to improve their work performance, while maintaining professionalism and confidentiality
  • Provide timely response when information or follow up is needed
  • Follow procedures to mitigate risk while ensuring others do the same
  • Understand and be able to perform duties and responsibilities performed by employees
  • Perform all of the Call Center Manager duties and responsibilities

Knowledge, Skills, and Abilities Required

Call Center Manager

  • Strong communication skills
  • Ability to share strategic direction
  • Knowledge of Credit Union's culture, philosophy and mission
  • Knowledge of Credit Union's systems, products, services, procedures, laws and regulations
  • Analytical and critical thinking skills
  • Ability to work independently while utilizing resources
  • Ability to adapt to and lead others through change
  • Judgement and knowledge when making decisions
  • Ability to prioritize, work efficiently and meet deadlines
  • Attention to detail with emphasis on accuracy
  • Organizational skills
  • Exemplify reliability and dependability
  • Three or more years of financial industry experience preferred
  • Completion or active pursuit of a Bachelor's degree
  • Previous management experience preferred
  • Management positions may require temporary or permanent relocation to another location based on business needs

Physical Demands and Work Environment

  • Ability to utilize office equipment including work at a computer, interact with others and move about the department
  • Ability to sit for longer periods of time
  • Ability to lift up to 50 pounds
  • Normal office environment where there is minimal discomfort due to temperature, dust, noise, and other factors
  • Exposure to potentially hazardous condition, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure
  • Considerable pressure to work efficiently, accurately and maintain good member and employee relations
  • Flexibility to work a variety of hours

Keywords: MSU Federal Credit Union, East Lansing , Call Center Manager, Other , East Lansing, Michigan

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