||Call Center Manager
Job Duties: This is a sales-oriented environment that must sustain proven sales results. This position is responsible for the day-to-day operation and direction of the Call Center to ensure that the strategic direction and objectives of the credit union are attained. The position is also responsible for cultivating a sales culture by ensuring that the Call Center staff cross-sells and promotes PLCU products and services to increase membership and profitability, as well as providing training, coaching and leadership to staff to ensure exceptional member service. Key responsibilities of the position include utilization of Contact Center Information Technology hardware and software, assessing quality control and assurance, and creating an environment that cultivates customer service excellence, growth, empowerment, teamwork, and high self-esteem.
Minimum Requirements: The ideal candidate must have a minimum of two years call center supervision/operations that includes training and experience with Contact Center IVR systems (Avaya Contact Center software systems and technology), and staffing and forecasting IEX-TotalView Workforce Management Scheduler software. Additionally, the person must have the ability to analyze, plan, organize, control and troubleshoot work activities and processes. Real estate and consumer lending experience required. Symitar experience is a plus.
Special Instructions: This is a full time exempt position and the candidate must be willing to work a flexible schedule including some evenings and Saturdays.
PLCU is an equal opportunity employer. M/F/D/V
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