Stanford Federal Credit Union
Contact Center Team Manager
Stanford Federal Credit Union, Palo Alto, California, United States, 94306
Contact Center Team Manager
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Contact Center Team Manager
role at
Stanford Federal Credit Union . Stanford FCU is a non‑remote, $4.5 billion company that serves over 95,000 members in 90 countries and growing. This role involves recruiting, selecting, orienting, training employees, and developing personal growth opportunities for team members. The manager communicates job expectations, plans, monitors, mentors, evaluates results, oversees performance, runs team meetings, implements process improvements, resolves escalated queries, and complies with regulatory requirements, including the Bank Secrecy Act.
Key Responsibilities
Responsible for hiring, supervising, training, motivating, and developing staff on an on‑going basis.
Consistently monitor team members’ quality and service standards through regular QA evaluations.
Proactively monitor and uphold daily, weekly, and monthly service standards for member experience such as Average Speed of Answer, Service Level, and abandonment rate.
Maintain regular contact with team members regarding individual performance and overall department achievement of service and quality standards, providing coaching as necessary and recognizing achievements.
Adhere to Credit Union policies and procedures while identifying root causes of inefficiencies and recommending improvements to management.
Actively partner, collaborate, and communicate with other service departments to implement process and service improvements beneficial to members and the team.
Assist in forecasting data and creating monthly schedules for the management team and all other units to ensure all channels are fully staffed and reduce flow‑out calls.
Collect data for regular reporting of agent productivity and department service levels.
Develop, implement, and manage all job metrics related to agent responsibilities, including chats, e‑mail, inbound calls, and fulfillment duties.
Qualifications
Six to eight years of experience in a related field with equal responsibilities (preferred).
Minimum of four years of college education or equivalent experience.
Formal training supplemented with continuing education and self‑development programs.
Ability to coach, motivate, and train staff in a service and sales environment.
Excellent communication skills in all mediums.
Present a positive professional image.
Work within precise, standardized guidelines while having latitude to make decisions.
Proficiency in all standard desktop software applications with strong Excel skills.
Demonstrated excellence in member service, de‑escalation, and problem resolution.
Creative problem‑solving ability to successfully complete assigned duties.
Ability to handle daily routine with freedom to interpret or act upon various situations.
Serve as a backup for the Director as assigned.
Benefits
100% paid employee medical, dental, vision, life/AD&D and short‑term disability insurance for the employee; 50% paid for dependents.
Quarterly incentives up to 10% of your salary (based on position).
Employer 401(k) matching up to 5% plus additional annual discretionary contributions.
Education reimbursement up to $5,200/year.
Employee recognition program with cash incentives.
Commuter toll reimbursement $100–$200/month (based on position).
Wellness benefits up to $1,200 per year.
Paid sick time accrues at two weeks per year.
Paid vacation time accrues at three weeks per year.
Paid federal banking holidays (approximately 10 per year).
Ongoing training and education, seminars, and conferences.
Loan rate discounts on some products (vehicle, mortgage, and HELOC loans).
Waived fees and deposit bonuses on Stanford FCU accounts.
Flex health/transit plan availability.
Employee Assistance Program with free counseling, legal assistance, and childcare resources.
Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Stanford Federal Credit Union provides competitive pay ranges based on factors such as scope and responsibilities, required qualifications, and external market pay for comparable positions.
Stanford Federal Credit Union does not provide work visa sponsorship or accept visa transfers for any positions.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Management and Manufacturing
Industry Banking
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Contact Center Team Manager
role at
Stanford Federal Credit Union . Stanford FCU is a non‑remote, $4.5 billion company that serves over 95,000 members in 90 countries and growing. This role involves recruiting, selecting, orienting, training employees, and developing personal growth opportunities for team members. The manager communicates job expectations, plans, monitors, mentors, evaluates results, oversees performance, runs team meetings, implements process improvements, resolves escalated queries, and complies with regulatory requirements, including the Bank Secrecy Act.
Key Responsibilities
Responsible for hiring, supervising, training, motivating, and developing staff on an on‑going basis.
Consistently monitor team members’ quality and service standards through regular QA evaluations.
Proactively monitor and uphold daily, weekly, and monthly service standards for member experience such as Average Speed of Answer, Service Level, and abandonment rate.
Maintain regular contact with team members regarding individual performance and overall department achievement of service and quality standards, providing coaching as necessary and recognizing achievements.
Adhere to Credit Union policies and procedures while identifying root causes of inefficiencies and recommending improvements to management.
Actively partner, collaborate, and communicate with other service departments to implement process and service improvements beneficial to members and the team.
Assist in forecasting data and creating monthly schedules for the management team and all other units to ensure all channels are fully staffed and reduce flow‑out calls.
Collect data for regular reporting of agent productivity and department service levels.
Develop, implement, and manage all job metrics related to agent responsibilities, including chats, e‑mail, inbound calls, and fulfillment duties.
Qualifications
Six to eight years of experience in a related field with equal responsibilities (preferred).
Minimum of four years of college education or equivalent experience.
Formal training supplemented with continuing education and self‑development programs.
Ability to coach, motivate, and train staff in a service and sales environment.
Excellent communication skills in all mediums.
Present a positive professional image.
Work within precise, standardized guidelines while having latitude to make decisions.
Proficiency in all standard desktop software applications with strong Excel skills.
Demonstrated excellence in member service, de‑escalation, and problem resolution.
Creative problem‑solving ability to successfully complete assigned duties.
Ability to handle daily routine with freedom to interpret or act upon various situations.
Serve as a backup for the Director as assigned.
Benefits
100% paid employee medical, dental, vision, life/AD&D and short‑term disability insurance for the employee; 50% paid for dependents.
Quarterly incentives up to 10% of your salary (based on position).
Employer 401(k) matching up to 5% plus additional annual discretionary contributions.
Education reimbursement up to $5,200/year.
Employee recognition program with cash incentives.
Commuter toll reimbursement $100–$200/month (based on position).
Wellness benefits up to $1,200 per year.
Paid sick time accrues at two weeks per year.
Paid vacation time accrues at three weeks per year.
Paid federal banking holidays (approximately 10 per year).
Ongoing training and education, seminars, and conferences.
Loan rate discounts on some products (vehicle, mortgage, and HELOC loans).
Waived fees and deposit bonuses on Stanford FCU accounts.
Flex health/transit plan availability.
Employee Assistance Program with free counseling, legal assistance, and childcare resources.
Stanford Federal Credit Union is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.
Stanford Federal Credit Union provides competitive pay ranges based on factors such as scope and responsibilities, required qualifications, and external market pay for comparable positions.
Stanford Federal Credit Union does not provide work visa sponsorship or accept visa transfers for any positions.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Management and Manufacturing
Industry Banking
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