Gesa Credit Union
Member Contact Center Manager/Team Leader
Gesa Credit Union, Spokane, Washington, United States, 99254
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This range is provided by Gesa Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $36.74/hr - $56.87/hr
Take a leap and join our team!
At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.
Role Summary:
The Member Contact Center (MCC) Manager/Team Leader is an advocate for the member in support of organizational and department goals. The MCC Manager/Team Leader serves members by planning and implementing contact center strategies and operations, improving systems and processes, and managing the staff. Priorities include ensuring exceptional member service via the phone and digital channels while complying with the credit union’s policies and regulations.
What You Will Be Doing:
Oversees daily operations of multi-location, 24/7 contact center by ensuring performance metrics are met (service levels, quality monitoring, net promoter scores, abandon rates, team member engagement, and KPIs)
Responsible for hiring, training, developing, and evaluating employee performance within the department. Recommends promotions/transfers and salary adjustments
Determines contact center strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis
Promotes and supports the Digital Strategy of the organization
Stays abreast of new technologies or systems to optimize efficiencies within the MCC
Minimizes risk to the Credit Union and the membership
Ensures staff schedules are optimized by evaluating volume, trends, and makes recommendations based on data analysis
Collaborates with internal business partners and maintains relationships with vendors to advocate for contact center operations requirements
In collaboration with the Learning and Development team, develop and oversee ongoing training and development program
Provides solutions for complex inquiries handles escalated member concerns and escalates timely
Mentors Supervisors to develop their leadership skills and fosters the Credit Union’s culture
Develops and helps implement strategies and tactics from the Credit Union Strategic Plan and departmental Business Plan
About You:
Member and Relationship-Centered
Collaborative and Empowering
Continuously Develops
Accountable for Results
Change Management
Analytical Thinking
Forward Thinking
Time Management
Results Orientation
Leadership Core Competencies:
Leaders at Gesa Credit Union are lifelong learners who, by developing themselves, are better able to grow our team members and our organization as well as serve as influential role models for each other. We believe that every team leader, no matter their position or years of experience, must model and continue to strengthen these competencies which are foundational to our view of leadership and support the achievement of our strategic goals.
Leading Others
Developing Others
Social Responsibility
Performance & Results Orientation
What You Will Need:
Four (4) year college degree or completion of a specialized course of study at a business or trade school preferred
Minimum of four (4) years of experience in a management role within a contact center environment
Minimum of two(2) years of financial institution background, Credit Union preferred
Strong attention to detail and accuracy with numbers is required
Proven proficiency with MS Office Suites (Word, Outlook, and Excel) required
Excellent written and verbal communication skills
Our Team Member Value Proposition:
In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:
Competitive Pay
Medical, Dental, Vision, and Life Insurance
20 days/year of Paid Time Off – Plus 10 Paid Holidays!
401(k) Match
Incentive Program
Tuition Assistance and Student Loan Repayment
Paid Time Off to Volunteer in the Community
Rewards and Recognition Programs
Full Salary Range: Spokane, WA: $36.74-$55.11
While our full pay range is listed, most new team members typically start between the minimum and midpoint based on their experience and qualifications. This approach gives room to grow within the role as your career progresses with us!
Get wise to what’s possible with a career at Gesa. Join us!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation.
Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.
Selected candidate(s) must be able to pass a pre‑employment credit/background check.
Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.
Seniority level Entry level
Employment type Full‑time
Job function Management and Manufacturing
Referrals increase your chances of interviewing at Gesa Credit Union by 2x
#J-18808-Ljbffr
Get AI-powered advice on this job and more exclusive features.
This range is provided by Gesa Credit Union. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $36.74/hr - $56.87/hr
Take a leap and join our team!
At Gesa, we believe in the power of our people. Coming from all walks of life, our team members’ individual stories and unique experiences are our most valuable asset. But it’s how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together.
Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.
Role Summary:
The Member Contact Center (MCC) Manager/Team Leader is an advocate for the member in support of organizational and department goals. The MCC Manager/Team Leader serves members by planning and implementing contact center strategies and operations, improving systems and processes, and managing the staff. Priorities include ensuring exceptional member service via the phone and digital channels while complying with the credit union’s policies and regulations.
What You Will Be Doing:
Oversees daily operations of multi-location, 24/7 contact center by ensuring performance metrics are met (service levels, quality monitoring, net promoter scores, abandon rates, team member engagement, and KPIs)
Responsible for hiring, training, developing, and evaluating employee performance within the department. Recommends promotions/transfers and salary adjustments
Determines contact center strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analysis
Promotes and supports the Digital Strategy of the organization
Stays abreast of new technologies or systems to optimize efficiencies within the MCC
Minimizes risk to the Credit Union and the membership
Ensures staff schedules are optimized by evaluating volume, trends, and makes recommendations based on data analysis
Collaborates with internal business partners and maintains relationships with vendors to advocate for contact center operations requirements
In collaboration with the Learning and Development team, develop and oversee ongoing training and development program
Provides solutions for complex inquiries handles escalated member concerns and escalates timely
Mentors Supervisors to develop their leadership skills and fosters the Credit Union’s culture
Develops and helps implement strategies and tactics from the Credit Union Strategic Plan and departmental Business Plan
About You:
Member and Relationship-Centered
Collaborative and Empowering
Continuously Develops
Accountable for Results
Change Management
Analytical Thinking
Forward Thinking
Time Management
Results Orientation
Leadership Core Competencies:
Leaders at Gesa Credit Union are lifelong learners who, by developing themselves, are better able to grow our team members and our organization as well as serve as influential role models for each other. We believe that every team leader, no matter their position or years of experience, must model and continue to strengthen these competencies which are foundational to our view of leadership and support the achievement of our strategic goals.
Leading Others
Developing Others
Social Responsibility
Performance & Results Orientation
What You Will Need:
Four (4) year college degree or completion of a specialized course of study at a business or trade school preferred
Minimum of four (4) years of experience in a management role within a contact center environment
Minimum of two(2) years of financial institution background, Credit Union preferred
Strong attention to detail and accuracy with numbers is required
Proven proficiency with MS Office Suites (Word, Outlook, and Excel) required
Excellent written and verbal communication skills
Our Team Member Value Proposition:
In exchange for bringing your talent to Gesa, here are a just a few of the benefits and perks we offer:
Competitive Pay
Medical, Dental, Vision, and Life Insurance
20 days/year of Paid Time Off – Plus 10 Paid Holidays!
401(k) Match
Incentive Program
Tuition Assistance and Student Loan Repayment
Paid Time Off to Volunteer in the Community
Rewards and Recognition Programs
Full Salary Range: Spokane, WA: $36.74-$55.11
While our full pay range is listed, most new team members typically start between the minimum and midpoint based on their experience and qualifications. This approach gives room to grow within the role as your career progresses with us!
Get wise to what’s possible with a career at Gesa. Join us!
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact the HR Department at (509) 378-3100 or hrmail@gesa.com to request an accommodation.
Gesa Credit Union reserves the right to revise or change the job description as the need arises. This job description is not all inclusive of total job responsibilities nor does it constitute a written or implied contract of employment.
Selected candidate(s) must be able to pass a pre‑employment credit/background check.
Gesa Credit Union is an Equal Opportunity Employer and strong advocate of workforce diversity. Race/Color/Gender/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Veteran.
Seniority level Entry level
Employment type Full‑time
Job function Management and Manufacturing
Referrals increase your chances of interviewing at Gesa Credit Union by 2x
#J-18808-Ljbffr