Great Lakes Credit Union
Join to apply for the
Manager, Member Contact Center
role at
Great Lakes Credit Union Seniority level
Mid-Senior level Employment type
Full-time Job function
Management Industries
Banking Great Lakes Credit Union provided pay range
This range is provided by Great Lakes Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$73,819.62/yr - $110,729.42/yr The Call Center Manager is primarily responsible for managing staff and business activities of the Member Contact Center Department. Demonstrates and reinforces a sense of urgency and commitment to providing excellent products and services to members in fulfillment of GLCU corporate goals and ensuring the call center meets or exceeds its Service Level Agreements (SLAs). The Manager, Call Center is responsible for developing staff to enhance accuracy, timeliness, and sales/service of the call center. Also responsible for maintaining a work environment conducive to teamwork and a high level of performance and productivity, which includes demonstrating and encouraging positive working relationships which promote member service. As a Manager, Call Center your duties will be: Promise to be knowledgeable and respectful – one transaction, one interaction, and one member at a time. Ensures that employees have the necessary tools, materials, and training to successfully perform in their positions. Assign work and review, observe and/or audit work to assess department and employee performance. Coach employees on a regular basis to ensure they clearly understand the performance standards for their position and understand whether they are meeting these standards. Take all appropriate actions to ensure performance expectations are met or exceeded. Promote an environment where staff are empowered to perform first-call resolutions. Encourage staff to seek options for our members, enhancing the call/contact experience throughout all channels (voice, chat, email or video). Support and promote a service and sales driven culture. Direct the operation and sale of the Member Contact Center. Work closely with the Call Center Operations Specialist to ensure the completion of all operational processes. Completes monthly call volume tracking and reporting. Ensure the department opens for daily operations and is balanced and secure each business day. Manage staffing levels and provides input to the Call Center Operations Specialist for the completion of schedules. Determines if adjustments are needed to the daily scheduling based on call volume activity. Review timecards for adherence and approves time off requests. Perform duties as may be required by Call Center Service Representative, Call Center Operations Specialist and/or EComm Specialist. Ensure security and maintenance of Departments assets including property, equipment, records and negotiable instruments and maintains accurate records. Exercise discretion and independent judgment in interpreting policies and procedures, making exceptions as required. Resolve member complaints, tactfully explaining specific policies and procedures. Ensure appropriate handling of member escalations. Proactively suggests improvements to the overall member experience. Participate in community activities and fosters an environment of volunteerism in our local community organizations. Participate on project teams as necessary. Supervise our relationship with our Overflow Vendors, acts as our liaison and commits to sharing information with Senior Management to enhance the member experience. Perform monthly Quality Assurance reviews. Identifies gaps within our service delivery and coaches staff timely on ways to deliver exceptional service. Champion our employee recognition programs. Identifies opportunities to promote engagement within our department and beyond. Build trust amongst peers and staff members. Collaborates with other cross functional departments. Monitor staff referrals and sales performance. Coaches for improvement and understanding of our products and services. Identify gaps in training and processes. Shares feedback and improvement ideas with Senior Management and Organizational Development. Partners with the Call Center Trainer to help train and develop staff. Ensure that employees remain in compliance with all applicable federal and state laws, rules and regulations. Ensure that employees adhere to all GLCU department guidelines, policies and procedures. Responsible for maintaining compliance with all applicable federal, state, and local rules and regulations, and following all GLCU policies, procedures and internal controls. Perform all other duties as assigned. Requirements needed to be part of this team: Minimum three years tenure within member contact center positions or three years’ experience in a leadership role. Proficient in all Call Center responsibilities and functions and completed Leadership Training. Leadership experience within a financial environment preferred. Benefits We Offer: At GLCU, we believe that our employees are our greatest asset. That's why we offer a comprehensive benefits package designed to support your well-being and help you thrive both personally and professionally. Here’s what you can expect: Competitive total compensation package:
We offer a competitive total compensation salary structure that rewards your hard work and contributions. Health & Wellness:
Enjoy comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. We also provide access to wellness programs and health membership reimbursement. The company paid STD and LTD. Employee Banking Benefits:
Enjoy the flexibility and convenience with 24/7 digital banking, a network of more than 30,000 ATMs, 18 branches. Company Paid Life Insurance:
Enjoy peace of mind with company-paid life insurance, providing financial protection for you and your loved ones. Generous Paid Time Off:
Recharge and relax with a generous PTO policy and paid holidays. Retirement Savings Plan 401(k):
Plan for your future with our 401(k)-retirement savings plan, complete with employer matching contributions to help you reach your financial goals. Professional Development:
We are committed to your growth! Take advantage of our training programs, mentorship opportunities, and tuition reimbursement for continuing education. Employee Recognition Programs:
We celebrate your achievements and milestones through various recognition programs. Diverse and Inclusive Culture:
Join a vibrant team that values diversity and fosters an inclusive environment where everyone feels welcome and empowered. Community Engagement:
Participate in our community service initiatives and volunteer opportunities to make a positive impact in the communities we serve. Join us at GLCU and discover a workplace that invests in you! We’re the total package! Great Lakes Credit Union is proud to be an Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
#J-18808-Ljbffr
Manager, Member Contact Center
role at
Great Lakes Credit Union Seniority level
Mid-Senior level Employment type
Full-time Job function
Management Industries
Banking Great Lakes Credit Union provided pay range
This range is provided by Great Lakes Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range
$73,819.62/yr - $110,729.42/yr The Call Center Manager is primarily responsible for managing staff and business activities of the Member Contact Center Department. Demonstrates and reinforces a sense of urgency and commitment to providing excellent products and services to members in fulfillment of GLCU corporate goals and ensuring the call center meets or exceeds its Service Level Agreements (SLAs). The Manager, Call Center is responsible for developing staff to enhance accuracy, timeliness, and sales/service of the call center. Also responsible for maintaining a work environment conducive to teamwork and a high level of performance and productivity, which includes demonstrating and encouraging positive working relationships which promote member service. As a Manager, Call Center your duties will be: Promise to be knowledgeable and respectful – one transaction, one interaction, and one member at a time. Ensures that employees have the necessary tools, materials, and training to successfully perform in their positions. Assign work and review, observe and/or audit work to assess department and employee performance. Coach employees on a regular basis to ensure they clearly understand the performance standards for their position and understand whether they are meeting these standards. Take all appropriate actions to ensure performance expectations are met or exceeded. Promote an environment where staff are empowered to perform first-call resolutions. Encourage staff to seek options for our members, enhancing the call/contact experience throughout all channels (voice, chat, email or video). Support and promote a service and sales driven culture. Direct the operation and sale of the Member Contact Center. Work closely with the Call Center Operations Specialist to ensure the completion of all operational processes. Completes monthly call volume tracking and reporting. Ensure the department opens for daily operations and is balanced and secure each business day. Manage staffing levels and provides input to the Call Center Operations Specialist for the completion of schedules. Determines if adjustments are needed to the daily scheduling based on call volume activity. Review timecards for adherence and approves time off requests. Perform duties as may be required by Call Center Service Representative, Call Center Operations Specialist and/or EComm Specialist. Ensure security and maintenance of Departments assets including property, equipment, records and negotiable instruments and maintains accurate records. Exercise discretion and independent judgment in interpreting policies and procedures, making exceptions as required. Resolve member complaints, tactfully explaining specific policies and procedures. Ensure appropriate handling of member escalations. Proactively suggests improvements to the overall member experience. Participate in community activities and fosters an environment of volunteerism in our local community organizations. Participate on project teams as necessary. Supervise our relationship with our Overflow Vendors, acts as our liaison and commits to sharing information with Senior Management to enhance the member experience. Perform monthly Quality Assurance reviews. Identifies gaps within our service delivery and coaches staff timely on ways to deliver exceptional service. Champion our employee recognition programs. Identifies opportunities to promote engagement within our department and beyond. Build trust amongst peers and staff members. Collaborates with other cross functional departments. Monitor staff referrals and sales performance. Coaches for improvement and understanding of our products and services. Identify gaps in training and processes. Shares feedback and improvement ideas with Senior Management and Organizational Development. Partners with the Call Center Trainer to help train and develop staff. Ensure that employees remain in compliance with all applicable federal and state laws, rules and regulations. Ensure that employees adhere to all GLCU department guidelines, policies and procedures. Responsible for maintaining compliance with all applicable federal, state, and local rules and regulations, and following all GLCU policies, procedures and internal controls. Perform all other duties as assigned. Requirements needed to be part of this team: Minimum three years tenure within member contact center positions or three years’ experience in a leadership role. Proficient in all Call Center responsibilities and functions and completed Leadership Training. Leadership experience within a financial environment preferred. Benefits We Offer: At GLCU, we believe that our employees are our greatest asset. That's why we offer a comprehensive benefits package designed to support your well-being and help you thrive both personally and professionally. Here’s what you can expect: Competitive total compensation package:
We offer a competitive total compensation salary structure that rewards your hard work and contributions. Health & Wellness:
Enjoy comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. We also provide access to wellness programs and health membership reimbursement. The company paid STD and LTD. Employee Banking Benefits:
Enjoy the flexibility and convenience with 24/7 digital banking, a network of more than 30,000 ATMs, 18 branches. Company Paid Life Insurance:
Enjoy peace of mind with company-paid life insurance, providing financial protection for you and your loved ones. Generous Paid Time Off:
Recharge and relax with a generous PTO policy and paid holidays. Retirement Savings Plan 401(k):
Plan for your future with our 401(k)-retirement savings plan, complete with employer matching contributions to help you reach your financial goals. Professional Development:
We are committed to your growth! Take advantage of our training programs, mentorship opportunities, and tuition reimbursement for continuing education. Employee Recognition Programs:
We celebrate your achievements and milestones through various recognition programs. Diverse and Inclusive Culture:
Join a vibrant team that values diversity and fosters an inclusive environment where everyone feels welcome and empowered. Community Engagement:
Participate in our community service initiatives and volunteer opportunities to make a positive impact in the communities we serve. Join us at GLCU and discover a workplace that invests in you! We’re the total package! Great Lakes Credit Union is proud to be an Equal Opportunity Employer, Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation.
#J-18808-Ljbffr