Contact Center Quality Manager jobs in Maryland

Are you ready for an exciting career in the financial services industry? If so, Andrews Federal is the place for you! Andrews Federal is a transformative, international financial institution, proud to serve our military and communities. Our top priority remains to help our members achieve financial wellness.

With a positive workplace culture embedded in every aspect of our DNA, our organization has been certified as a Great Place to Work for 4 years. Andrews Federal offers a highly competitive compensation and benefits package to maintain a happy and healthy workforce.

As our organization continues to thrive, we seek a highly motivated workforce that is not afraid to provide innovative solutions within the financial services industry. Our leaders encourage collaboration and new ideas as we continue to serve our global membership.

Some of the perks of working at Andrews Federal include:

• 12 paid holidays a year including your birthday
• Affordable healthcare plans and Employer Paid FSA accounts
• Career development, training opportunities, career coaching, and tuition reimbursement
• Retirement plans with a competitive matching option
• Childcare stipend to help working families

PURPOSE OF POSITION

Manage and direct all aspects of Incoming & Outgoing Contact Center operations. Implement and review Contact Center procedures. Responsible for setting & achieving Service Levels, Survey Results, and Sales Production while providing best-in-class quality. Find solutions to improve Contact Center operations and increase profitability.

ESSENTIAL DUTIES

• Monitor and manage employees, ensure daily operations of contact center activities run smoothly to achieve member satisfaction, service levels and goals.
• Accurately analyze various call center reports to identify operational deficiencies while ensuring contact center reports are completed accurately and timely.
• Complies with all Credit Union policies, procedures, and regulatory requirements.
• Knowledge of all applicable regulations pertaining to the financial services industry.
• Thorough know of Credit Union products and services including deposit accounts, Online Banking and Loan Products.
• Motivate contact center staff to achieve high performance to include employees who work remotely to ensure they are engaged and effectively communicate performance expectations.
• Oversee the design and delivery of all training programs.
• Ensure calls are being monitored for quality assurance and provide coaching to improve efficiency and increase member satisfaction.
• Resolve member complaints, problems with employees and deal with technical issues.
• Handle escalated concerns that fall outside the reigns of the supervisor.
• Ensure operational industry best practices are consistent within the contact center.
• Identify, recommend and support the implementation of various programs and the improvement of contact center processes.
• Develop and implement policy and procedure changes that directly impact the contact center.
• Manage departmental budget to be within approved level.
• Facilitate the hiring, performance management, and separation process for employees.
• Complete performance evaluations, coaching and counseling in a timely manner.
• Ensure that the Contact Center image reflects that of a professional, successful, and well run department which includes prudent housekeeping procedures, security measures, and supplying the staff with appropriate tools and development for success.
• Cultivate and maintain 3rd party Contact Center vendor relationships to ensure the availability and adequacy of necessary resources to service our members while maintaining excellent service levels at a minimum cost.
• Interact with co-workers, supervisors, members and outside contacts in an appropriate, professional manner which projects a positive image of the department and Andrews Federal.
• Develop scripts and lists for Outbound calling campaigns.
• Willingness to travel as necessary.
• Perform other duties as assigned.
• Remains cognizant of and adheres to Andrews Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

REQUIRED EXPERIENCE

• Bachelor’s degree in Business or a related field is preferred, or a combination of education and experience that provides the necessary skills and knowledge to satisfactorily perform the essential job functions required.
• Position requires a minimum of five years’ experience in a financial institution with four (4) years of supervisory experience in a call center.
• As a manager, must have demonstrated the ability to achieve sales production and service levels.
• Advanced independent critical thinking required.
• Excellent interpersonal, verbal and written communication skills and solid problem solving and time management skills is a must.
• The incumbent must be able to work well under pressure, pay close attention to detail and complete reports/projects under tight deadlines.
• Excellent knowledge of Microsoft Word and Excel.

PHYSICAL REQUIREMENTS

• The ability to sit for extended periods of time, operate general office equipment to include a personal computer, keyboard and copier/printer.
• Ability to lift and/ or move up to 25 pounds.