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Contact Center Manager

The Contact Center Manager is responsible to the Director of Contact Center for developing financial advisors/consultants to meet aggressive contact center sales and operational goals in a multi-media contact center environment; improves bottom line sales and service through coaching; responds to and resolves escalated member issues; prepares reports; maintains professional industry knowledge; accomplishes organization goals.  Must understand and effectively communicate the vision of the organization to direct reports.  This is a working manager position.    

Qualifications include a College Degree, Associates Degree or equivalent experience, and four years demonstrated progression in job-related experience. Prior contact/call center experience preferred. Must be skilled at supervising work for a team of individuals with differing levels of skill to enable the team to achieve pro-rata portion of department sales and service goals.Sets a comfortable tone and encourages open communication. Must have proven ability to coach and develop team members by providing frequent feedback on all aspects of performance- including confronting performance issues and elevating performance by constructively focusing on improvement. Proficiency in utilizing ongoing technologies to successfully support member servicing within a contact center environment; including handling in bound and out bound communications through telephone, email and chat.

Chartway offers a competitive salary and a comprehensive benefits package. Candidates must have a good credit history for consideration. Salary requirements must be included and resumes must be accompanied by a Chartway Employment Application for consideration.

Chartway Federal Credit Union is an EOE/M/F/ Disability/Vet Employer.  

 

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