Member Contact Center Manager Gulfport 5177

Gulfport, MS, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Medical insurance

Dental Insurance

Vision Insurance

flexible spending accounts

Employee life insurance

Dependent Life Insurance

401(k) retirement plan with match

paid leave

Tuition Reimbursement

short-term disability benefits

Long-term disability benefits

Employee assistance program

Job Description

Keesler Federal Credit Union is a reputable financial institution that has been serving its members with integrity and commitment. Established to provide members with reliable financial services, the credit union has grown to be an essential part of its community, offering a broad range of financial products and services. As a member-owned institution, Keesler Federal Credit Union emphasizes personalized service, innovative banking solutions, and community involvement. The credit union prides itself on fostering a supportive and collaborative work environment that values employee growth and development. With competitive salaries and a comprehensive benefits package that includes medical, dental, and vision insurance, Keesler Federal Credit Union is committed to investing in the well-being and success of its team members.

The Member Contact Center Manager role is a critical leadership position within the Member Contact Center department, reporting directly to the Vice President of Member Contact Center (VP of MCC). This position is classified as exempt under the Fair Labor Standards Act (FLSA). The primary responsibility of the Member Contact Center Manager is to oversee the daily operations of the Member Services team, ensuring the delivery of excellent member experiences. The manager leads efforts to meet and exceed service, quality, productivity, and operational performance goals. This role requires a strategic mindset to execute organizational strategies, monitor performance metrics, and collaborate effectively with other departments to resolve escalated member issues. The ideal candidate will be adept at fostering a culture that values accountability, teamwork, continuous improvement, and member satisfaction. Additionally, the Member Contact Center Manager ensures adherence to all relevant policies, procedures, and federal regulations, including compliance with the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC). The position includes supervisory duties such as recruiting, training, performance evaluation, coaching, counseling, and administering recognition and corrective actions. The role also involves disaster preparedness and recovery planning within the scope of authority. Overall, the Member Contact Center Manager plays a pivotal role in enhancing the operational efficiency and member experience at Keesler Federal Credit Union, making this opportunity ideal for an experienced call center leader looking to contribute to a member-focused financial institution.

Job Requirements

Bachelor's degree in related field or equivalent combination of education and experience preferred
minimum of 5 years of experience in call center leadership, preferably in the financial services industry
advanced knowledge and understanding of call center performance targets
exceptional problem-solving and decision-making abilities
strong critical, analytical and data-driven mindset
excellent verbal and written communication skills
ability to adapt to a fast-paced and dynamic environment
proficient in Microsoft Office applications (Word, Excel, Outlook, and Teams)

Job Qualifications

Bachelor's degree in related field or equivalent combination of education and experience preferred
minimum of 5 years of experience in call center leadership, preferably in the financial services industry
advanced knowledge and understanding of call center performance targets
exceptional problem-solving and decision-making abilities
strong critical, analytical and data-driven mindset
excellent verbal and written communication skills
ability to adapt to a fast-paced and dynamic environment
proficient in Microsoft Office applications (Word, Excel, Outlook, and Teams)
demonstrates strong interpersonal skills and the ability to communicate clearly and respectfully with members, coworkers, and partners

Job Duties

Lead the daily operations of the Member Services team within the Member Contact Center to achieve organizational and departmental goals
foster a culture focused on member experience, accountability, teamwork, and continuous improvement
execute on organizational strategies to achieve call center goals and objectives, including service level agreements, call quality, and member satisfaction targets
monitor and analyze call center performance metrics, identifying areas for improvement and implementing corrective actions as necessary
ensure adherence to call center policies, procedures, and regulatory requirements
collaborate with other departments to address member inquiries, resolve escalated issues, and improve the overall member experience
utilize call center platform to monitor call routing, workforce management, and reporting