Jobs
>
Miami

    Contact Center Manager - Miami, United States - Educational Federal Credit Union

    Educational Federal Credit Union
    Educational Federal Credit Union Miami, United States

    5 days ago

    Default job background
    Description

    Job Description

    Job Description

    Job Summary:

    The Member Contact Center Manager is responsible for the leadership of the Credit Union's Member Contact Center which provides support to members via attended telephone support, remote delivery channels, and other digital platforms. The Member Contact Center Manager is responsible for implementing strategies to improve service quality, and efficiency. The successful candidate for this position must possess a strong foundation of leadership qualities. They should have the ability to influence others through a combination of practical experience and knowledge. They provide leadership support through consultative relationship building, and job behavior role modeling. They are enterprise leaders in that they act as liaisons collaborating with internal business partners to drive the comprehensive member experience that increases member loyalty, and drives ongoing organizational growth.

    We encourage you to view and apply directly at

    Duties & Responsibilities:

    • Oversees daily contact center operations to include call volumes with focus on ensuring successful achievement of assigned metrics in call handling, service quality, member satisfaction, and relationship growth.
    • Provides direction to Assistant Manager and Team Leads on the scheduling, coaching, and development of associates while aligning resources to maximize team productivity.
    • Ensures each team member has the essential skills, knowledge and tools they need to succeed at their job. Demonstrates a leadership style that sets an example and is hands-on.
    • Proven ability to coach and manage in a results driven environment.
    • Identifies knowledge gaps for Member Contact Center staff and engages department resources and training partners to assist with associate development needs.
    • Monitors phone calls with contact center management, conducts side-by-side coaching and provides real-time feedback, motivation and recognition to all team members on a daily basis.
    • Owns member escalation process and protocol, to ensure consistency in member service delivery, and conflict resolution.
    • Seeks out new ways to enhance contact center support to members through the addition of new services and expansion of existing member relationship.
    • Inspects employee timesheets to maintain control of attendance and minimize redundant scheduling.
    • Ensure that team scorecards are maintained on a weekly, monthly, and quarterly basis.
    • Perform the duties of call center representatives during high peak volumes, or as call volume dictates.
    • Recruit and develop talent, conduct performance appraisals, and provide corrective counseling as required by the business.
    • Define and manage performance metrics and "KPI' benchmarks that align to enterprise organizational needs.
    • Create and distribute reporting to provide Credit Union Leadership with meaningful insight to the performance of the department and progress toward assigned benchmarks.
    • Leads efforts to evaluate vendors to enhance digital member experience and system functionality.
    • Develop effective call scripting and on-hold messaging for campaigns and marketing promotions.
    • Continuously monitor member trends and collect feedback to identify improvement opportunities for Contact Center, member service, and new product/service enhancements based on industry best practices and recommended vendor solutions.
    • Collaborate with leadership and other internal business partners to review and calibrate department strategy alongside enterprise needs
    • Perform other duties as assigned by management.

    Requirements:

    • Bachelor's Degree or equivalent combination
    • 3- 7 years of Contact Center & Retail Financial Services leadership experience

    Every employee is required to comply with all Bank Secrecy Act (BSA) policies and procedures, and to attend required BSA-related training as assigned.

    The following are some benefits offered to employees:

    • Paid Holiday
    • Paid Birthday
    • Paid Sick and Personal Days
    • Paid Vacation
    • Retirement/401K with matching contributions
    • Medical, Dental and Vision Insurance
    • Life Insurance and Long Term Disability
    • Tuition reimbursement for Undergraduate and Graduate courses
    • Various Incentive Programs
    • Career opportunities
    Company DescriptionAs a financial institution, EdFed has been dedicated to providing our members, the South Florida educational community, with quality financial services since 1935. As an employer, we strive to provide staff with challenging career opportunities, great benefits, and a friendly work environment. Confidentiality is of the utmost importance in this position.

    Company Description

    As a financial institution, EdFed has been dedicated to providing our members, the South Florida educational community, with quality financial services since 1935. As an employer, we strive to provide staff with challenging career opportunities, great benefits, and a friendly work environment. Confidentiality is of the utmost importance in this position.
  • Wireless Vision

    Market Learning Center Manager

    2 weeks ago

    Wireless Vision Miami, United States

    Description · Market Learning Center Manager · T-Mobile Premium Retailer – Wireless Vision · Are you passionate about helping new employees to reach their full potential? We're looking for a dynamic Market Learning Center Manager who can bring a unique mix of retail sales lead ...

  • USO

    Center Operations Manager

    20 hours ago

    USO Fort Wainwright, United States

    Why join our team? · With a mission that spans the globe, the USO provides a rewarding and fulfilling work environment. Our team is exceptional, and we offer generous paid time off, including volunteer days and military leave. We have a remarkable 401k match, comprehensive benef ...

  • European Wax

    Center Manager

    2 weeks ago

    European Wax Miami, United States

    Center Manager Job Description · **Title**: Center Manager · **Reports To**: District Operations Manager · **Supervises**: Guest Service Associates and Wax Associates · **Full Benefits**: Available after 90 days with qualifying minimum hours worked. · **Compensation**: Competitiv ...

  • Oak View Group

    Sales Manager| Miami Beach Convention Center

    1 week ago

    Oak View Group Miami Beach, United States Regular Full time

    Overview · This position is responsible for assisting the Assistant Director of Sales (ADOS) and the Director of Sales & Marketing (DOSM) with business development and sales for tradeshows, meetings and conventions, consumer shows, and local event bookings for the Miami Beach Con ...

  • SW Corp

    Manager of Call Center Customer Services

    2 days ago

    SW Corp Miami, United States

    Job Description · Job DescriptionCompany: SWCORP e-Commerce · Job Type: Full-time · Overview: · As the Manager of Call Center Customer Services at SWCORP e-Commerce, you will play a pivotal hybrid role, integrating leadership responsibilities for our customer service and technica ...

  • SW Corp

    Manager of Call Center Customer Services

    4 days ago

    SW Corp Miami, United States

    Job Description · Job DescriptionOverview: · As the Manager of Call Center Customer Services at SWCORP e-Commerce, you will play a crucial hybrid role, integrating the responsibilities of a Manager of Call Center Customer Services. You will lead our customer service and technical ...

  • Nicklaus Children's Hospital

    Nurse Manager- Cardiac Care Center

    4 days ago

    Nicklaus Children's Hospital Coconut Grove, United States Full time

    Job Summary · Responsible for the management of quality patient and staff including internal and external customers within their designated scope of responsible (unit, department, or services).Qualifications · Minimum Job RequirementsBachelor's Degree BSN degree from an accredite ...

  • CSL Plasma

    Center Manager

    3 weeks ago

    CSL Plasma Doral, United States

    The Center Manager reports to the Associate Director Operations (ADO). · This position is located on site at our center in North Miami, FL · **The Role** · + You will have overall authority for center operations production goals, monitor net yields, and implement improvement p ...

  • Wireless Vision

    Market Learning Center Manager

    3 weeks ago

    Wireless Vision Miami, United States

    **Market Learning Center Manager** · **T-Mobile Premium Retailer - Wireless Vision** · Are you passionate about helping new employees to reach their full potential? We're looking for a dynamic Market Learning Center Manager who can bring a unique mix of retail sales leadership an ...

  • Bayview Fund Management, LLC

    security operations center manager

    3 weeks ago

    Bayview Fund Management, LLC Coral Gables, United States

    Overview · The IT Security Team is looking for a seasoned professional to support a passionate, innovative, and results driven team. The Security Operations Center (SOC) Manager will plan, direct and control the SOC functions and operations. Ensure the monitoring and analysis of ...

  • Oak View Group

    Sales Manager| Miami Beach Convention Center

    1 week ago

    Oak View Group Miami Beach, United States

    Oak View Group: · Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the ...

  • Oak View Group

    Sales Manager| Miami Beach Convention Center

    2 weeks ago

    Oak View Group Miami Beach, Florida, United States Permanent

    Oak View Group: · Oak View Group is the global leader in venue development, management, and premium hospitality services for the live event industry. Offering an unmatched, 360-degree solution set for a collection of world-class owned venues and a client roster that includes the ...

  • AEG

    Sales Manager| Miami Beach Convention Center

    1 week ago

    AEG Miami Beach, United States

    In order to be considered for this role, after clicking "Apply Now" above and being redirected, you must fully complete the application process on the follow-up screen.OverviewThis position is responsible for assisting the Assistant Director of Sales (ADOS) and the Director of Sa ...

  • ClareMedica Health Partners

    Center Manager

    6 days ago

    ClareMedica Health Partners Fort Lauderdale, United States

    : ESSENTIAL FUNCTIONS: · The Center Manager has a highly visible role in the organization and is responsible for overseeing and optimizing the operational efficiency and effectiveness of a care center. This role involves strategic planning, resource management, and collaboratio ...

  • ClareMedica Health Partners

    Center Manager

    1 week ago

    ClareMedica Health Partners Fort Lauderdale, United States

    : · ESSENTIAL FUNCTIONS: · The Center Manager has a highly visible role in the organization and is responsible for overseeing and optimizing the operational efficiency and effectiveness of a care center. This role involves strategic planning, resource management, and collaborati ...

  • ClareMedica Health Partners LLC

    Center Manager

    2 weeks ago

    ClareMedica Health Partners LLC Ft. Lauderdale, FL, US, United States

    :ESSENTIAL FUNCTIONS: · The Center Manager has a highly visible role in the organization and is responsible for overseeing and optimizing the operational efficiency and effectiveness of a care center. This role involves strategic planning, resource management, and collaboration ...

  • Richemont

    Manager, Client Relation Center Miami

    2 weeks ago

    Richemont Miami, United States

    Are you a good match? · For the Manager, Client Relations role, we are looking for the ideal candidate to have the following experiences and skills: · Education: College or technical degree preferred · Required Experience: · 3+ years in people management, especially in luxury, ...

  • Nicklaus Children's Health System

    Nurse Manager- Cardiac Care Center

    1 week ago

    Nicklaus Children's Health System Miami, United States OTHER

    Job Summary · Responsible for the management of quality patient and staff including internal and external customers within their designated scope of responsible (unit, department, or services). ...

  • Educational Federal Credit Union

    Contact Center Manager

    6 days ago

    Educational Federal Credit Union Doral, United States

    Job Summary: · The Member Contact Center Manager is responsible for the leadership of the Credit Union's Member Contact Center which provides support to members via attended telephone support, remote delivery channels, and other digital platforms. The Member Contact Center Manag ...

  • Aqualung Group

    Technical & Training Center Manager

    3 days ago

    Aqualung Group Doral, United States

    Job Description: · Manage the daily operation and Team of the North America Technical Center (After-Sales Service) on the Dive/MP/SSP and train the Dive/MP NA network technicians. · Responsibilities: · TECHNICAL CENTER (After Sales) · • Organize and set priorities for the worklo ...