First Technology Federal Credit Union is hiring a Manager II, Contact Center Sales & Service to lead the day-to-day activities of a fast-paced, multifaceted inbound call center. You will manage a team of Representatives both on-site and remote, providing leadership and direction to achieve organizational goals.

What You'll Do

Lead a team of high-performing employees through effective people leadership, including regular communication of performance expectations and feedback.
Provide coaching, corrective action, and support for employee professional growth and development.
Facilitate and lead team, leadership, and cross-functional meetings.
Evolve and effectively lead through change management in a fast-paced environment.
Develop team members by identifying and implementing professional growth planning.
Coach other Managers in new leadership techniques.
Articulate, demonstrate, and coach to company standards for member service, accountability, accuracy, and sales.
Provide operational, technical, and soft-skill support to Inbound Call Center Representatives.
Analyze statistics and reporting to identify opportunities and initiate action plans.
Assign and implement strategic sales plans to achieve organizational goals.
Participate in the interview and hiring process, partnering with Recruiting.
Assist Workforce Management in maintaining service levels by monitoring queues, forecasting, and coaching to call center metrics.

What We're Looking For

Minimum 6 years of experience in a contact center or the financial services industry.
Minimum of 3 years in a leadership role.
Proven people management and development skills, adept at providing frequent and valuable performance feedback.
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 to meet deadlines.
Adept at problem-solving, identifying challenges, and articulating solutions while remaining calm under pressure.
Ability to influence others toward a common vision or goal.
Strong business communication skills; able to write and speak clearly and professionally for diverse audiences.
Ability to partner and collaborate with multiple work groups and manage through frequent change.
Working knowledge of Microsoft Office Suite.

Nice to Have

Bachelor’s degree.

Technical Stack

Microsoft Office Suite

Team & Environment

You will manage a team of Representatives both on-site and remote.

Benefits & Compensation

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.
11 paid federal holidays.
Special employee pricing on lending products such as mortgage, auto, and personal loans.
Compensation: $82,000 - $96,000 + monthly incentives.