Contact Center Scheduling Manager manages the contact center scheduling staff, activities, and goals. Ensures that staff has the information needed to appropriately analyze, forecast, and schedule work for the contact center. Being a Contact Center Scheduling Manager develops and oversees the scheduling systems, including process, policy, and operating structure. Responsible for the volume of work produced based on scheduling, and ensures operational goals are met regarding resource and budget targets. Additionally, Contact Center Scheduling Manager advanced analytical skills are typically required. Typically requires a bachelor's degree. Typically reports to a director. The Contact Center Scheduling Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Contact Center Scheduling Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Job Description
Job Description
Credit Union West has been named a Top Company to Work for in Arizona’ for the 11th year in a row (2013-2023)! This prestigious award announced by BestCompaniesAZ is earned by achieving stellar marks in a comprehensive workplace survey, where employees are asked to rate and share feedback including culture, leadership and overall satisfaction.
Credit Union West continuously looks for ways to improve employee satisfaction and experience. In addition to high paying wages, Credit Union West also offers the following :
Be part of our award-winning team!
Position Summary
Enhances the quality of life for our members / team members by meeting or exceeding their service expectations. Leads, coaches, and engages team members to deliver a seamless member experience in an omni-channel environment.
Ensures contact center metrics are achieved through planning and execution of all aspects of performance. Though effective supervision and coaching, leads team to ensure excellence in member service, sales production, and operational soundness.
As a member of the leadership team, this person looks for opportunities to recognize their team and contribute to the Great Place to Work culture.
Essential Functions & Additional Responsibilities
20% - Leading Talent Hires, trains, directs and evaluates employee performance and behaviors to serve the member experience.
Allocates resources to meet operational needs within the department. Provides leadership, coaching, and direction for their team members ensuring they have the support and development opportunities to become well-trained employees excelling in their roles.
25% - Sales and Service Ensures service standards and sales production objectives are achieved. Ensures established contact center metrics, and service level agreements are met.
Provides engaging communication that is professional, proactive, and responsive. Monitors employee performance and coaches effective loan application development, accuracy, follow up, and sales opportunities.
Processes loan applications, funds loans, and opens new membership accounts as needed. Drives performance that leads to improved financial lives of our members.
Makes talent development a priority for all branch team members and leads employees to achieve performance expectations.
25% - Contact Center Management Effectively manages teleworking and in-person team members. Duties may include but are not limited to : Preparation of professional written employee documentation, de-escalation of member concerns, appraisal delivery, scheduling, timecard validation, training, completion of designated reports, and attending and contributing to meetings and projects.
Analyzes data metrics, provides call monitoring and coaching, develops call scripts, updates phone system routing as needed.
Actively completes quality control reviews, ensuring operational soundness of all areas of internal and regulatory compliance.
Ensures adherence to established security protocols.
25% - Omni-Channel Support and Performance Optimizes the Member Contact Center department by effectively supporting digital delivery initiatives.
Ensures delivery of exceptional member experiences encompassing all member contact points, including calls, chat, email, SMS, and video chat.
Responsible for the oversight of Online Account Opening and reviews to mitigate fraud. Serves on project teams and manages multiple concurrent objectives and activities while prioritizing and allocating time for deliverable commitments.
5% - Performs other duties as assigned.
Education :
Associate’s college degree obtained through a formal 2-year program at an accredited educational facility preferred or equivalent experience preferred.
Experience :
5 - 8 years of previous leadership experience in a financial institution setting preferred or equivalent leadership experience.
Skills & Competencies
S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.