Job Description

POSITION TITLE: Call Center Manager

REPORTS TO: Vice President Retail Experience

SUPERVISES: Call Center Staff

JOB STATUS: Exempt

JOB GRADE 12: $63,252.80 to $79,060.80 Targeted Annual Salary

*This position works on-site. Remote work is not available at this time.*

Job Summary:

The Call Center Manager is responsible for the leadership, performance, and overall operations of the Call Center. This position leads and develops staff, establishes and monitors service and productivity expectations, ensures effective workflow and staffing, and maintains a high-quality member experience. The Manager is accountable for departmental performance, employee development, operational controls, process improvement, and compliance with applicable policies, procedures, and regulatory requirements.

All employees of State Employees Credit Union are proactive, results driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management.

Key Duties/Responsibilities:

• Lead and manage Call Center operations, establishing expectations for service quality, productivity, responsiveness, and member experience.
• Supervise, coach, develop, and evaluate Call Center employees, including hiring, onboarding, training, performance management, recognition, and corrective action.
• Establish and monitor departmental performance measures, including service levels, call volumes, abandonment rates, transfers, quality results, productivity, and member satisfaction.
• Analyze department performance, workflow, staffing, and employee results; identify trends and implement corrective or improvement actions.
• Manage staffing levels, schedules, workload distribution, and resource allocation to support service expectations and operational continuity.
• Oversee call monitoring, quality assurance, coaching, and employee development programs.
• Review and resolve complex or escalated member service matters and ensure appropriate follow-up and resolution.
• Maintain and improve departmental procedures, workflows, controls, and service standards.
• Ensure departmental compliance with Credit Union policies, security requirements, operational controls, and applicable regulatory requirements.
• Oversee Call Center systems and vendor-supported technologies; coordinate resolution of service interruptions, system issues, and operational concerns.
• Prepare and analyze departmental reporting and communicate performance, risks, trends, and recommendations to senior management.
• Partner with other departments to support organizational initiatives, product or service changes, member communications, and operational improvements
• Identify and implement opportunities to improve efficiency, automation, member experience, and employee effectiveness.
• Perform other duties as assigned.

Required Knowledge/Skills/Abilities:

• Advanced knowledge of Call Center operations, workforce management, service delivery, and member/customer experience practices.
• Strong leadership and people-management skills, including coaching, employee development, performance management, and corrective action.
• Strong analytical skills with the ability to interpret operational metrics, identify trends, and translate findings into action.
• Strong knowledge of financial institution products, deposit operations, service channels, and applicable operational and regulatory requirements.
• Demonstrated ability to manage competing priorities, staffing demands, service levels, and operational issues in a high-volume environment.
• Strong problem-solving and decision-making skills, including the ability to independently resolve complex operational and employee matters.
• Ability to lead change, improve processes, and implement new procedures, technologies, or service expectations.
• Excellent written and verbal communication skills, including the ability to communicate expectations, performance issues, and recommendations effectively.
• Strong relationship-management skills with the ability to collaborate across departments and organizational levels.
• Proficiency with Microsoft Office and demonstrated ability to effectively utilize call center, core processing, reporting, workforce-management, and related systems.
• Ability to maintain confidentiality and exercise sound discretion.

Travel - As Required

Those in a leadership role are expected to participate in company meetings, community events, and similar engagements as ambassadors to the organization and its mission. These include voluntary and involuntary events that although ordinarily will be during business hours, does include weekends and evenings as announced.

Maintain a valid drivers license, and remain insurable.

Education/Experience:

• Education or experience equivalent to a Bachelor's degree in Business Administration or related field, in addition to five or more years of progressively responsible experience in call center operations, financial services, retail banking, or a related member/customer service environment.
• Two or more years of direct supervisory or management experience is required.
• Experience leading staff at multiple worksites is preferred.

General Company Requirements:

Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to:

• Work in a safety conscious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.
• Adhere to policy on Drug Free Workplace.
• Comply with company policies and procedures and local, state and federal regulations.

General Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Some standing, walking, kneeling, stooping, bending and lifting.
• Must be able to lift up to fifteen (15) pounds at times.
• Must be able to access and navigate credit union facilities.

Great careers come with great benefits! State Employees Credit Union offers a highly competitive benefits package and a rewarding opportunity to grow with an organization that values its employees.

State Employees Credit Union of New Mexico is an Equal Opportunity Employer, including individuals with disabilities and veterans.

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