Call Center Manager at Educational Employees Credit Union

Fresno, California, United States -

Full Time

Start Date

Immediate

Expiry Date

24 Jun, 26

Salary

172016.0

Posted On

26 Mar, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Staffing, Scheduling, Performance Management, Phone System Functionality, Coaching, Hiring, Training, Performance Evaluations, Performance Metrics Monitoring, Process Improvement, Member Service, Regulatory Compliance, Reporting, Budgeting, Problem-Solving

Industry

Financial Services

Description

Description PAY GRADE: 34E PAY RANGE: $96,220.80 - $172,016.00 DEPARTMENT: Branch Operations The ideal candidate will have strong leadership skills, a positive attitude, and a proven ability to deliver performance in a call center environment. Responsibilities of the position include: Oversee daily call center operations, including staffing, scheduling, performance management, and phone system functionality. Assist with call handling and perform transactions as needed. Lead, coach, and develop supervisors and staff, including hiring, training, and performance evaluations. Monitor performance metrics, identify trends, and implement process improvements, including efficient use of resources. Ensure exceptional member service by addressing escalated inquiries and complaints, maintaining operational integrity, and supporting staff in complex transactions Ensure compliance with policies, procedures, and regulatory requirements. Prepare and review reports, budgets, and operational data; communicate key updates, issues, and significant events to senior leadership. Promote and maintain a professional, positive, and member-focused call center environment. Requirements Requirements of the position include: High School Diploma or equivalent required; Bachelor’s degree preferred. Minimum of 10 years of experience in a call center or financial services environment, including leadership experience. Proven experience managing a department of 50+ FTEs through a layer of supervisors or team leads. Advanced knowledge of banking and credit union regulations (Reg B, Reg CC, Reg Z, etc.). Strong communication, leadership, and problem-solving skills. This position may require a credit check for those individuals being considered for interviews.

Responsibilities

The manager will oversee daily call center operations, including staffing, scheduling, and system functionality, while also leading, coaching, and developing supervisors and staff through hiring and performance evaluations. Responsibilities also include ensuring exceptional member service, maintaining operational integrity, and preparing key operational reports for senior leadership.