Senior Contact Center Manager

Job Description

Job Description

Insight Credit Union is looking for an individual with experience in running and meeting standards of a 10 to 20 seat Contact Center.

The Senior Contact Center Manager directs the operations of the Virtual Services Department, ensuring the department meets established goals for service, sales, productivity, and quality of work.

This position is located in our Winter Springs Operations Center at:

260 Winding Hollow Boulevard, Suite B
Winter Springs, FL 32708

Compensation & Benefits:

We offer a competitive Central Florida salary of $76,855 annually. All our of current open positions are Full Time which include a comprehensive benefits package offering:

• Medical, Dental, Vision
• Free and Voluntary Life and Disability Insurance
• 401k with match up and 100% vested
• Paid Time Off
• Birthdays Off
• Tuition Reimbursement

Schedule & Training:

Shift includes 40 hours per week between Monday - Friday (8am - 6pm) and Saturday (9am - 12pm) . Hours will be based on the needs of the department.

Responsibilities & Qualifications:

• Operations Management & Multichannel Coordination: Oversees day-to-day operations of the Contact Center Department to ensure efficient, high-quality service across all communication channels without system integration. Hires, reviews, schedules, trains, and monitors the work of Contact Center personnel; conducts performance reviews; allocates resources to meet operational needs within the department; reviews and approves, denies, or modifies department recommendations from subordinates. Monitors, performs, and guides corrections to department activities, work produced and key metrics to ensure compliance with established policy and regulations. Utilizes advanced workforce management capabilities in Verint Monet for forecasting, scheduling, real-time monitoring, and resource optimization. Develops and maintains manual processes to track member interactions across disconnected channel platforms. Creates workflow protocols to minimize member frustration and service gaps resulting from siloed system operations. Manages operations across multiple geographic locations while maintaining
  consistent service delivery standards.
• Loan Production Strategy & Goal Achievement: Strategizes and executes plans to consistently meet or exceed monthly, quarterly, and annual loan production and deposit goals within current operational capacity constraints. Reviews referral reporting and monitors key lending KPIs including pull-through rate, abandoned loan rate, and approval-to-funding cycle, along with the referral and sales of debt protection, extended warranty coverage and Guaranteed Asset Protection on loan products. Continuously coaches management and staff on sales performance for personal loans, credit cards, and vehicle loans while managing referral processes for home equity and mortgage products. Balances aggressive lending goals with realistic capacity planning following departmental restructuring and staffing optimization.
• Quality Assurance & Member Experience Excellence: Champions a member-first culture by implementing comprehensive quality assurance programs and performance benchmarks. Oversees mystery shopping program and maintains quality assurance scorecard standards across all agents and channels. Ensures quality control errors are corrected within expected timeframes on all necessary documents and processes and works to decrease error findings. Manages OFAC and Verafin compliance for all new account openings and loan applications. Focuses on end-to-end member experience optimization, from initial contact through account opening, loan origination, and funding across all service channels. Resolves escalated member concerns and maintains strict adherence to compliance, policy, and service standards. Implements service recovery procedures and maintains first call resolution standards.
• Team Development & Onboarding Management: Follows the Retail Communication Loop guidelines in planning the delivery of announcements, policy and procedure changes and general information to the team. Designs and implements structured cross-channel onboarding programs with defined competency milestones for multichannel agent certification. Works with Training Department to identify needs, provide feedback, and ensures assessment tools for phone, video, chat, SMS, and email channels are effective, utilized efficiently, and result in timely productivity. Schedules team meetings, educates and coaches staff consistently regarding processes and practices across all channels, and explains performance expectations to employees. Answers staff questions, guides employees through difficult occurrences, handles member escalations that cannot be fielded by staff, and provides support for complex digital banking transactions including Zelle, Bill Pay, and mobile banking services. Conducts coaching sessions, guides employee development, and fosters a culture of accountability, engagement, and continuous improvement.
• Process Optimization & Technology Enhancement: Identifies and implements process improvements to reduce task repetition and enhance efficiency across siloed channel systems. Develops workaround procedures for system limitations and integration challenges. Collaborates with IT and other departments on system enhancements, reporting improvements, and workflow optimization. Performs other related duties as assigned, including direct channel support during high-volume periods or as operational needs require.
• Perform other related duties as assigned.

Experience: Five years to eight years of similar or related experience. A minimum of 5 years experience in Call Center management is required. Experience should be in running and meeting standards for a minimum of a 10 to 20-seat call/contact center.

Education: (1) A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Interpersonal Skills: Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.

Physical Requirements: While performing the duties of this job, the employee is regularly required to talk or hear. This is a largely sedentary role, however some filing is required. This would require the ability to lift files, open filing cabinets and bending as necessary.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment.

Insight Credit Union is an Equal Opportunity Employer, including Disability/Veterans

Must be able to pass a credit and background check. Any job offer is contingent on credit and background results.

Job Posted by ApplicantPro