CO Sr Contact Center Manager

The primary responsibility of this role is to ensure the delivery of outstanding service to our members by identifying their needs and offering suitable credit union products, services and solutions. The Contact Center Manager will lead daily operations, ensuring efficient and effective handling of member inquiries and transactions. This position will oversee the staff and member experience in the Kansas market.

ESSENTIAL FUNCTIONS

• Oversee the supervision, development, training, evaluation, and accountability of direct reports to ensure a high-performing team.

• Cultivate positive working relationships with business partners, Meritrust branch staff, and department personnel.

• Recommend changes in workflow or processes to enhance service delivery to members.

• Maintain effective communication with direct manager through regular updates and reports.

• Track and analyze direct reports' performance trends, developing action plans to support their professional growth and performance improvement.

• Models the established service process and coaches direct reports to meet and exceed performance expectations.

• Monitors calls, motivates employee, holds self and team accountable to established standards and goals.

• Recognizes and celebrates significant team and individual accomplishments.

• Adapts readily to change and efficiently directs workflow throughout the day.

• Initiates routine huddles and team meetings to foster collaboration and communication.

• Takes initiative in identifying problems and solutions, enhancing the quality of service.

• Provides timely feedback, including reports and analysis, to support continuous improvement.

• Handles escalated issues as necessary to ensure member satisfaction.

• Completes annual Meritrust education and development programs, as well as applicable internal management training programs.

• Other duties as assigned.