Member Resource Center Manager (Call Center Manager)

s
Company: Energy Capital Credit Union
Location: Jersey Village, TX

Apply

Direct the daily operations of the Member Resource Center, ensuring the department meets organizational, financial, operational, service and growth plans. Also ensures members, potential members and vendors receive fast, courteous and accurate service from Member Resource Center staff.

  • Oversees Member Resource Center daily functions and supervises department staff. Directs, develops, motivates and disciplines department personnel. Conducts monthly, semi-annual and annual performance reviews for direct reports. Participates in the hiring process for Member Resource Center.

*
Handles escalated calls to assist in resolving member issues. Provides support to staff for problem solving. Identifies key training needs for department and coordinates training through Operations Manager and Training Specialist. Participates in budget development and strategic planning.

  • Ensures staff meets key performance indicators through monthly coaching and training. Helps staff identify cross-sell opportunities by using premier service techniques.
  • Oversees and evaluates procedures related to the Member Resource Center and recommends changes as needed. Prepares and submits reports related to Member Resource Center; attends scheduled management and operations-related meetings as required.

Job Type: Full-time

Salary: $40,000.00 to $55,000.00 /year

Experience:

  • Call Center: 2 years (Required)
  • Management: 1 year (Required)
  • Bank/Credit Union: 2 years (Required)

Education:

  • High school or equivalent (Required)

Additional Compensation:

  • Bonuses

Work Location:

  • One location

Benefits:

  • Health insurance
  • Dental insurance
  • Vision insurance
  • Retirement plan
  • Paid time off

This Job Is Ideal for Someone Who Is:

  • Dependable — more reliable than spontaneous
  • People-oriented — enjoys interacting with people and working on group projects
  • Adaptable/flexible — enjoys doing work that requires frequent shifts in direction
  • Achievement-oriented — enjoys taking on challenges, even if they might fail
  • Autonomous/Independent — enjoys working with little direction

This Job Is:

  • A job for which military experienced candidates are encouraged to apply
  • A job for which all ages, including older job seekers, are encouraged to apply
  • Open to applicants who do not have a college diploma

Schedule:

  • Monday to Friday
  • Weekends required