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Manager II, Contact Experience Center Sales & Service
Rocklin, CA
Job Description
Description
The Manager II, Contact Experience Center (CXC) Sales & Service oversees the day-to-day activities of a fast paced and multifaceted inbound call center. This role is responsible for leading and developing a team of Sales and Service Representatives focused on building and enhancing consumer relationships while providing exceptional service.
Primary Responsibilities:
- Lead a team of high-performing and engaged employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
- Execute strategic plans to achieve organizational goals and prioritize work appropriately to meet deadlines
- Maintain service levels by monitoring queues, forecasting, and coaching team to call center metrics
- Adept at problem-solving, time management, organizational skills and the ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
- Provide operational, technical, and soft-skill support to representatives both on-site and/or remote
- Leverage metrics and reporting to identify opportunities and initiate action plans
- Actively participate in the interview and hiring process including partnering with recruiting
- Evolve and effectively lead through change management in a fast-paced environment and provide support to peers as needed
- Facilitate team and leadership meetings which may include partnering with other business units
- Implement new leadership techniques through company provided trainings and professional development
- Actively lead cross functional meetings and projects to drive business unit strategies
- Work with organizational leadership to facilitate and/or contribute to strategic initiatives
- Support leadership onboarding or act as a peer mentor as needed
Experience and Education Requirement:
- Minimum Education: Bachelor's degree is preferred
- Minimum 3 years leadership experience leading in a fast-paced service centric environment with 2 years of experience in a call center
- Minimum 3 years of sales leadership experience focused on enhancing consumer relationships; financial industry preferred
- Ability to use data and analytic information to gain insights and drive strategic direction
- Ability to work autonomously to manage time effectively and prioritize work appropriately to meet deadlines
- Adept at problem-solving, ability to identify challenges and effectively articulate solutions and remain calm under pressure during peak hours or intense situations
- Ability to influence others and move toward a common vision or goal
- Strong business communication skills; able to write/speak clearly and professionally for a variety of audiences
- Demonstrated experience partnering and effectively collaborating with multiple work groups and manage through frequent change
- Working knowledge of Microsoft Office Suite
- Proficiency in Microsoft Outlook and remote communication tools (Webex, Teams, etc.)
- Certification/License: N/A
Location:Rocklin Corporate Location, Rocklin, CA 95765. The Contact Center team workson-site, but during the COVID pandemic we are adhering to CDC guidelines and taking every precaution to ensure the safety of our employees through social distancing and on-site virtual training.
Schedule:40 hours per week Monday-Friday; various shifts available starting at 6:00am and ending at 6:30pm to support a work/life balance
Target Compensation in Rocklin,CA: $86,000 - $102,000 annually + quarterly incentive
Target Compensation in Rocklin,CA: $86,000 - $102,000 annually + quarterly incentive
Benefits options include
- Traditional medical, dental, and vision coverage
- 401K matching up to 5% per pay period
- Accrue up to 17 days of Paid Time Off your first year of employment
- 11 paid federal holidays
- Special employee pricing on lending products such as mortgage, auto, and personal loans (eligibility for special employee pricing is subject to standard account requirements and underwriting criteria)
First Technology Federal Credit Union is an Equal Opportunity Employer. First Tech does not discriminate against any employee or applicant for employment on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other characteristics protected by state law, federal law, or local ordinance.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
3+ years
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