Contact Center Manager (Baton Rouge, LA)

at  Pelican State Credit Union

The role of the Contact Center Manager is to manage the Contact Center staff and operations in a manner that produces above average industry performance, to achieve the directives of the ALM committee, annual budget projections, annual score card targets, and strategic objectives. They will also ensure effective and efficient response time, quality of member service, cross-servicing goals, and compliance with existing regulations and policies. The ideal candidate is a go-getter who thrives in a fast-paced environment and has a passion for serving others. Proficiency in Microsoft Office Products, especially Excel, is a must! They should be comfortable working independently and as a contributing member of a team. Meeting deadlines and attention to detail are critical pieces of this position. Our Contact Center Manager must embody Pelican’s Core Values and provide excellent service in all that they do.

CONTACT CENTER MANAGER SKILLS AND QUALIFICATIONS INCLUDES:

• Bachelor’s Degree in Business or related field of study, or achievement of formal certification recognized in the industry as equivalent to a bachelor’s degree.
• Additional supervisory experience may be considered in lieu of education
• Minimum of 3 years of frontline experience within a financial institution.
• Minimum of 5 years of experience in a fast-paced contact center.
• Must have a minimum of 3 years of experience in a supervisory or management role.
• Prior experience with telephone and contact center software such as Genesys/Avtex is preferred.
• Excellent oral, written, and telephone communication skills
• Strong problem-solving, attention to detail, and member service skills
• Proficiency in Microsoft Office products, especially Excel

OTHER THINGS YOU MAY WANT TO KNOW ABOUT THIS POSITION:

• Work Schedule
• Monday – Friday
• 8:00 am – 5:00 pm
• Rotating Weekends on call 9:00 am - 1:00 pm
• Travel
• Travel is rarely necessary for this position.
• Work Site Location
• All work will be performed at our beautiful Corporate Campus located at 2675 O’Neal Lane in Baton Rouge, LA.

Please refer the Job description for details