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.
Work Mode
This is an onsite position located at the Rocklin Corporate Office in Rocklin, CA 95765.
First Technology Federal Credit Union is an equal opportunity employer.
