Contact Center, Outbound Manager

at  WECU

WECU is seeking a Contact Center, Outbound Manager to join our Contact Center in Bellingham, WA. In this role you will strive to make a difference in members’ lives as defined by WECU’s mission and vision, and provide strategic direction and oversight of the daily operations of the Contact Center Outbound team.
The Contact Center, Outbound Manager will work alongside their team each day to deliver incredible member service and build on this team’s proven track record of success, and will play a key role in developing and executing the vision for this team’s continued growth.

QUALIFICIATIONS

• High school diploma or general education degree (GED); plus, three to five years’ related experience and/or training or equivalent combination of higher education and experience.
• Relevant training in a call center, credit union, bank or other financial institution preferred or any documented work experience which provides the candidate with equivalent knowledge and/or experience of the above minimum requirements.

• Contributes to the organization’s mission statement and goals by providing the highest quality of service, treating each person professionally - with warmth, courtesy and respect, cross-selling additional services, and making a personal effort to make members feel they belong and are important to the credit union.
• Oversees the daily activity to assure that all members are provided assistance that represents the highest quality professional member service that encourages the retention and expansion of the credit union’s membership and loan portfolio.
• Delivers strategic solutions to drive direction of team’s operational activities to balance business goals with member and employee experience.
• Advises on high value strategies to close identified gaps in business and leads team to deliver results that impact the organization.
• Ensures staff are updated on product and service offerings and upsell techniques to produce consistent results through outbound outreach campaigns.
• Directs sales and service activities to ensure annual employee and department KPI goals are met, including deposit and loan goals.
• Ensures relationships with current and potential members are maximized to achieve member growth and share of wallet (PPH) goals.
• Responsible for developing and maintaining a 60% remote work split for the team while continuing to meet service and KPI expectations and ensuring engagement between staff.
• Exercises authority level and decision-making skills to employ sound judgement, protect the credit union’s interests, maintain knowledge of and adhere to all standards on internal and external policies and procedures and BSA regulations. Understands and complies with security procedures at all times.
• Monitors and changes operating processes for efficiencies; researches and develops new policies and procedures for the Contact Center.
• Challenges status quo and embraces new practices or values to accomplish goals and solve problems; is nimble through changes, supports the end goal, and the process it takes to get there.
• Actively participates in strategic business planning, goal setting and budget process. Mindful of strategic initiatives when making decisions, possesses the knowledge and capability to lead and support areas of responsibility.
• Coordinates within and across departmental boundaries to build relationships and achieve production and service goals.
• Facilitates consistent communication, as well as department meetings, to disseminate vision, pertinent information and discuss operations methods and opportunities.
• Ensures staff are well trained and have the support they need to perform their duties; regularly observes and tracks staff performance to identify trending and coaching opportunities. Empowers employees with an amount of autonomy to make decisions.
• Assists with researching and developing new processes and procedures directly applicable to the Outbound team and communicates relevant product/service/policy information to staff.
• Ensures programs and equipment are properly maintained, and work properly, including for remote staff.
• Leads by example and holds staff on-site and remote accountable, while creating a positive, engaged team who strives to do their best every day.
• Counsels members with any escalated problems that cannot be handled by non-exempt staff. Once resolution is achieved, is responsible for conducting necessary training and coaching of staff.
• Participates in the Quality Assurance Program.
• Performs duties of any Contact Center position when needed, including oversight of other Contact Center teams in the absence of a Manager.
• Serves as interim Director, Retail Experience-Contact Center in their absence or unforeseen vacancy.
• Meets or exceeds all behavioral standards of a WECU employee.