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Oklahoma City

    Contact Center Manager - Oklahoma City, United States - WEOKIE Federal Credit Union

    WEOKIE Federal Credit Union
    WEOKIE Federal Credit Union Oklahoma City, United States

    3 weeks ago

    Default job background
    Paid Work
    Description

    This job was posted by : For more information,
    please see:

    BASIC FUNTION

    The Contact Center Manager oversees and directs a wide variety of
    service and relationship building activities within the Contact Center
    and assures WEOKIE Federal Credit Unions high standards of extraordinary
    member service are consistently achieved within a fast paced, high call
    volume environment. These activities include a wide variety member
    interactions which originate through remote delivery channels
    (telephone, mobile, web, email, and chat).

    \

    MAJOR ACTIVITIES

    1. Oversee daily operations of the Member Service within the Contact
    Center, monitoring performance and service delivery. Ensure the team is
    adequately staffed, well trained, and motivated while providing members
    and WFCU employees with extraordinary service. Manage relationship
    building activities with members and potential members, meet quality
    standards, and operate in a timely manner. Ensure the department is
    operating efficiently and reliably, are in compliance with applicable
    laws, regulations, and rules, have appropriate operating controls to
    mitigate risk, and are preforming at a high level.

    2. Hire, supervise, coach, develop, and consistently review the
    performance of direct reports to support their achievement of
    extraordinary performance. Mentor and support the development of the
    department in its professional growth. Evaluate and discuss job
    performance and conformance with regulations with staff.

    3. Develop and execute annual objectives, goals, and strategies for the
    Member Service Team. Provide forecasting and strategic planning input,
    as requested.

    4. Oversee daily operations of BCT to ensure that this channel delivers
    an extraordinary and consistent member experience. Responsible for
    reviewing call flows for efficiencies and recommending improvement to
    the VP of Contact Center.

    5. Act as a member center network liaison who works closely within the
    Credit Union to identify relationship building opportunities (loan,
    deposit, referral, etc.) collect and analyze data, develop solutions and
    make recommendations on improving products and services.

    6. Serve as a back-up knowledge resource. Identify employees requests
    and assist with providing a resolution. Contact Center Manager will
    assist Member Service Representatives in using interactions with members
    and employees as training opportunities to further the MSRs knowledge.
    They perform routine research and also serve as the first line of
    support to field basic MSR inquiries in regards to Card Services,
    Digital Services, Deposit Services, Deposit and Lending Accounts, IRAs,
    Trust Accounts, and Deceased Accounts. Utilize multiple software
    applications/tools including but not limited to FISERV, CLIENTLINK,
    ARCHITECT, PARTNERCARE, SWBC, ASCENSUS, CHECKWRITER, ENCORE, SUPERVISOR
    DASHBOARD, SCO WEBCAPTURE, WIREXCHANGE, DDS, ACTIVITY MANAGER, REMEDY
    FORCE, BCT, SECUREPAY, DNA, SIMPLEXUS, MERIDIANLINK, LOANS PQ, TRANZACT,
    DOCUSIGN, SILVERCLOUD, and MYRIAD. Contact Center Manager is expected to
    process escalations and facilitates a follow up with the appropriate
    department when addressing specific and in-depth questions.

    7. Other duties as required.

    \

    CRITICAL RESULTS

    1. WFCUs mission and vision are achieved in a manner that maximizes
    value for credit union stakeholders (members, employees, and
    organization).

    2. The Contact Center is viewed as high performing and leading edge
    relative to other contact centers.

    3. Members and employees\
    \

    PI

    \
    \
    WEOKIE Federal Credit Union is an Equal Opportunity Employer and does
    not discriminate against any applicants for employment based on their
    race, color, religion, sex (including pregnancy, sexual orientation, or
    gender identity), national origin, age, physical or mental disability,
    genetic information, veteran status, uniformed service member status, or
    any other status protected by law.


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