Manager, Contact Center - REMOTE

Who is Quorum  

Quorum Federal Credit Union is a modern financial services organization that blends over 90 years of trusted experience with innovative, technology-driven solutions. As a nationally recognized employer of choice, we attract and develop top talent, empowering our team to drive the organization forward. We’re a human-centered company, committed to creating a positive and enriching work journey while supporting the personal and professional growth of our employees.

Job Description Summary  

The Manager, Contact Center is responsible for managing the day-to-day operations of the Contact Center and delivering outstanding service to our Members while also delivering outstanding internal service to fellow employees. The Manager, Contact Center provides member service and uses consultative sales techniques to retain Members and build Member loyalty. The Manager, Contact Center is directly responsible for the Member experience through the Credit Union's alternate delivery channels, which includes phone, web and e-mail. This position will support our Contact Center Strategy and collaborate with cross functional groups as a subject matter expert, on initiatives to improve member satisfaction, enhance self-service digital experiences, optimize digital channel interactions as well as drive member retention and sales growth opportunities. This position is responsible for adherence to all Credit Union policies, procedures, and compliance requirements as well as ensuring that staff is well trained, supported and organized for maximum effectiveness.

Key Job Responsibilities and Accountabilities

• Responsible for effectively overseeing Contact Center functions, including:
  1. Effective management of compliance to and monitoring of assigned controls, policies, and procedures by self and the department.
  2. Ensures SLAs are met for all contact center interaction channels and productivity goals are monitored with action plans as needed.
  3. Maintains efforts to increase volume in consumer loans, deposit products and additional services to increase the Member relationship.
  4. Prepares action plans for achieving Member Service Center sales initiatives and goals while maintaining quality member service.
  5. Oversees trouble shooting, problem solving, and handling of complaints, correspondence and error corrections.
  6. Oversees the Member Service Center security program, including training and updating staff on security measures and operating equipment.
• Effectively supervises Contact Center employees, ensuring optimal performance:
  1. Possesses the ability to express ideas simply, clearly, and directly; having excellent presentation skills; being comfortable speaking before groups; keeping others well- informed.
  2. Maintains expertise in operations functional areas. Demonstrated ability to balance between strategic thinking and tactical (operational) implementation; knowing how to set up systems and processes to get the job done.
  3. Identifies probable future scenarios that may impact the company. Can anticipate the future needs of the company. Have the ability to develop strategies that can mitigate risks and capitalize on business opportunities. Are willing to take reasonable risks to achieve strategies.
  4. Completes and communicates Performance Review and Individual Development Plans for each direct report by predetermined deadlines. Manages low performers and rewards top performers.
  5. Sets clear, realistic goals and objectives; possessing an unwavering resolved to ensure that a plan gets executed; knowing how to effectively allocate resources to achieve goals.
  6. Manages change process including the following steps; foreseeing the need for change well in advance of the change event; appreciating the impact of significant change on an organization; developing smart, effective, and achievable change strategies; providing confident leadership during the most trying or challenging moments during the change event; making compelling cases regarding the need for change; directing the change process.
  7. Conducts regular department meetings and one-on-on ones with direct reports.
• Responsible for the effective maintenance of department records:
  1. Coordinates the Internal Verification Process, Annual Audit, and Internal Control audits. Develops and implements action items as a result of these reports.
  2. Maintains adherence to all regulatory and policy requirements
• Responsible for establishing and maintaining professional business relations with members and vendor contacts:
  1. Manages key vendors and partner services related to inbound member call interactions and call quality.   
  2. Maintains and configures the Genesys PureCloud phone system which includes: ACD, IVR and future digital enhancements.
  3. Acts as a subject matter expert and executes on assigned deliverables to deploy Digital Contact Center solutions and tools such as Chat Bot, Live Chat, and SMS, to improve member adoption of 24x7 digital interaction services.
  4. Collaborates with cross functional leaders and team members to manage member services requests / escalations across all interactions and social media channels, research complaints and provide responses / resolutions.
  5. Facilitates calibration sessions with internal groups and key outsourced lending vendor servicer partners to ensure consistency in level of service provided.
• Functions as a project lead or business analyst role on departmental and/or organizational projects. Contributes expertise in his/her assigned area, executes deliverables, and ensures that the project team completes deliverables as outlined based on the project scope and business requirements.
• Promotes and demonstrates a positive work atmosphere by communicating in a manner consistent with professional standards to work effectively with members, co-workers, management, and vendors.
• Keeps abreast of industry developments including, but not limited to changes in regulations and technology.
• Performs additional duties as required.

Job Requirements, Competencies, and Skills  

1. Bachelor's degree in a related field preferred – will consider experience in lieu of degree.
2. Minimum of four years’ demonstrated experience managing a contact / call center environment with subject matter expertise in customer experience, contact channel management and broad understanding of data analytics in driving business outcomes.
3. Demonstrated experience with operating Digital Contact Center platform solutions with key features such as chatbots, live chat SMS and CCaaS call center ACD Queues and reporting analytics tools. Possess a digital contact center experience skillset that understands how to enable these tools to provide a better member experience.
4. Three plus years' experience in a supervisor role managing direct reports and department staff.
   1. Proven ability to hire, retain and grow a talented workforce.
   2. Able to lead a team and identify and enhance skills to support business changes.
   3. Manage and communicate goals, objectives, tasks, coaching and performance development.
   4. Ability to manage a remote workforce.
5. Demonstrated experience in performing continuous process improvement assessments to ensure the staff is operating effectively efficiently.
6. Demonstrated ability to manage conflict resolution.
7. Woking knowledge and experience working with third-party vendor call center solution providers.
8. Strong decision making and time management skills with the ability to manage multiple projects and activities.
9. Excellent analytic skills and knowledge of reporting analytical tools (e.g.Excel, Tableau, or PowerBI).
10. Excellent problem-solving, organizational, analytical, team building, verbal, and written communication skills.
11. Results driven, customer service oriented, self-motivated, and able to work independently. 
12. Builds effective cross-functional relationships and demonstrates ability to motivate and inspire others to perform.
13. Holds oneself and others responsible for job responsibilities and results.
14. Trustworthy with the ability to maintain highest level of integrity and trust.
15. High proficiency in Microsoft Office tools especially Excel, Word, and PowerPoint, One Drive, SharePoint.
16. Flexible to work a schedule that can include evening hours up to 7:00 pm ET.
17. Experience at a credit union, bank, or other financial institution a plus.

Environmental / Physical / Mental Requirements 

• Stable internet connection with speeds high enough for video conferencing and screen sharing 
• Smartphone with current iOS/Android OS  
• Prolonged periods sitting at a workstation and working on a computer. 
• Ability to communicate with coworkers and customers via email, chat, teleconference, and/or phone.

Compliance/legal requirements 

• Quorum is an Equal Employment Opportunity and Affirmative Action Employer.  Qualified applicants will be considered for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, marital status, protected veteran status, or disability status.   
• Quorum will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990. Reasonable accommodations are available upon request for qualified individuals with disabilities throughout the application and employment process. 
• Qualified Applicants with arrest or Conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.  

**PLEASE NOTE**

We are not able to consider candidates for this role who reside in Montana, Nebraska, Rhode Island, or Puerto Rico

Salary Range: $87,000 to $97,000 annually.  Individual salary will vary based on skills and experience.  Discretionary incentive compensation may be available based on company and individual performance.

Benefits: Medical, Vision, Dental, Retirement Benefits, and Paid Time Off (PTO)

#LI-Remote