Would you enjoy leading a diverse team in the delivery of exceptional service in a fast-moving environment? If you are a successful leader who would excel at developing and serving a leadership team responsible for a member-centered customer service program, the position of Contact Center Manager at Washington State Employees Credit Union could be perfect for you.
This exempt position is part of a team of dynamic leaders located in WSECU’s downtown Olympia corporate offices. The Contact Center is comprised of approximately 50 employees providing accurate, genuine and efficient service to credit union members throughout the state and across multiple delivery channels. The Contact Center Manager reports to the Contact Center Assistant Vice President within the Service Delivery division.
The Contact Center Manager is a key member of our leadership team and is responsible for the day-to-day operational activities to achieve departmental and organizational objectives. Forming strong partnerships with other departments, this role will merge personnel, operational and technical resources together for both problem solving and improving operational effectiveness. Most importantly, this manager will lead a team of highly committed Contact Center employees in the delivery of outstanding member service.
HOURS: Monday – Friday, minimum 40 hours a week. Scheduling flexibility is required for this exempt position.
APPLICATION PROCESS: Please apply on-line at www.wsecu.org.
WSECU is proud to be an Equal Opportunity/Affirmative Action Employer
We also proudly support veterans and those currently serving in the armed forces.
Required Qualifications: Bachelor’s Degree in Business Administration or a closely related field. Related experience may be substituted, year for year, for academic achievement. Three to five years contact center or other customer service experience with at least one to two years in leadership roles. Financial institution experience preferred. Demonstrated ability to lead and develop both supervisory and staff positions. Understanding of PBX/ACD systems as well as workforce management and other contact center functions preferred. Experience with analysis and reporting platforms preferred. Well-developed interpersonal, written and telephone communication skills needed. General knowledge of fiscal management, action planning and procedure formulation are also necessary.