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Contact Center Manager

Company Overview

America's Christian Credit Union (ACCU) is a premier financial institution dedicated to providing exceptional financial solutions to individuals and ministries. Our mission is to empower our members to achieve their financial goals while supporting the growth of God's Kingdom through reinvestment in churches and community ministries.

Summary

The Contact Center Manager will be responsible for overseeing daily, multi-channel (phone, chat, email) member services to ensure high-quality, compliant and efficient operations. Key duties include leading, coaching, and scheduling staff, resolving escalated member issues, analyzing performance metrics to meet goals, and implementing procedures that enhance member experience and support financial product services.

Responsibilities

Directs day-to-day operations to ensure high service standards for member interactions, often
monitoring metrics like average wait times and call volume.
Analyzes performance data to improve efficiency and develop strategies to achieve department and organizational goals.
Implements, updates, and enforces operating policies and procedures.
Manages escalated member issues, providing overrides, and approving transactions while
maintaining confidentiality.
Ensure consistent, high quality, and courteous service to build strong, lasting member
relationships.
Recruits, hires, trains, and onboards new staff members.
Coaches, mentors, and conduct performance evaluations for contact center staff, providing
ongoing feedback.
Create staff schedules to ensure adequate coverage for member needs.
Maintain knowledge of products, services and technology to support staff.
Performs other job-related duties as assigned.
Assists the various departments with training of new team members and cross-training of existing team members in the area of specialty; keeps up to date with policy/procedure updates.
Performs other duties as assigned.
Requirements
High School Diploma required.
A bachelor's Degree or equivalent years of experience is preferred.
3-5 years of previous related experience is preferred.

Essential Functions:

Ability to perform duties as outlined under “Major Duties and Responsibilities.”

Ability to communicate clearly and to be understood.

Ability to sit at a desk for long periods.

Ability to deal with sensitive and confidential information.

Courtesy, tact, and diplomacy are essential elements of the job.

Work involves much personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships, or soliciting cooperation.

Qualifications and Educational Requirements:

High school education or equivalent.

Typically requires 3-5 years of experience in a financial institution Contact Center.
Proven track record of achieving high levels of customer satisfaction.
Excellent customer service skills and ability to resolve complex issues.
Strong leadership, communication, problem-solving and analytical skills.

Proficiency in Microsoft Office (Word, Outlook, Teams) and familiarity with CRM.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of responsibilities, duties, and skills required of personnel classification. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

ADA Compliance Statement:

In compliance with the Americans with Disabilities Act (ADA), ACCU stands ready to accommodate any qualified employee with a disability who can perform the essential duties of their position, as long as necessary accommodations for that employee’s disability don’t cause an undue burden to the credit union.

Job Type: Full-time

Pay: $70,304.00 - $105,003.56 per year

Benefits: