Manager Ii, Contact Experience Center Sales - Rocklin, United States - First Technology Federal Credit Union

First Technology Federal Credit Union

Verified Company

Rocklin, United States

2 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

The Manager II, Contact Experience Center (CXC) Sales & Service oversees the day-to-day activities of a fast paced and multifaceted inbound call center.

This role is responsible for leading and developing a team of Sales and Service Representatives focused on building and enhancing consumer relationships while providing exceptional service.

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Primary Responsibilities:

Lead a team of highperforming and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
Execute strategic plans to achieve organizational goals and prioritize work appropriately to meet deadlines
Maintain service levels by monitoring queues, forecasting, and coaching team to call center metrics
Adept at problemsolving, time management, organizational skills and the ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
Provide operational, technical, and softskill support to representatives both onsite and/or remote
Leverage metrics and reporting to identify opportunities and initiate action plans
Actively participate in the interview and hiring process including partnering with recruiting
Evolve and effectively lead through change management in a fastpaced environment and provide support to peers as needed
Facilitate team and leadership meetings which may include partnering with other business units
Implement new leadership techniques through company provided trainings and professional development
Actively lead cross functional meetings and projects to drive business unit strategies
Work with organizational leadership to facilitate and/or contribute to strategic initiatives
Support leadership onboarding or act as a peer mentor as needed

Experience and Education Requirement:

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Minimum Education:Bachelor's degree is preferred

Minimum 3 years leadership experience leading in a fastpaced service centric environment with 2 years of experience in a call center
Minimum 3 years of sales leadership experience focused on enhancing consumer relationships; financial industry preferred
Ability to use data and analytic information to gain insights and drive strategic direction
Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
Adept at problemsolving, ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
Ability to influence others and move toward a common vision or goal
Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
Demonstrated experience partnering and effectively collaborating with multiple work groups and manage through frequent change
Working knowledge of Microsoft Office Suite
Proficiency in Microsoft Outlook and remote communication tools (Webex, Teams, etc.)

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Certification/License: N/A

Location:

Rocklin Corporate Location, Rocklin, CA The Contact Center team works on-site, but during the COVID pandemic we are adhering to CDC guidelines and taking every precaution to ensure the safety of our employees through social distancing and on-site virtual training.

Schedule:40 hours per week Monday-Friday; various shifts available starting at 6:00am and ending at 6:30pm to support a work/life balance

Target Compensation in Rocklin, CA**:
$86,000 - $102,000 annually + quarterly incentive

Benefits options include