Call Center Manager

HOPE Overview

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under-resourced Deep South communities. Since 1994, these efforts have benefited more than three million people in Alabama, Arkansas, Georgia, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at https://www.hopecu.org/.

Title: Call Center Manager

Department: Retail Operations

Reports To: Senior Vice President, Retail Operations

Supervise: Telephone Service Representatives

Job Classification: Exempt, Full-time

Location: Onsite Jackson, MS

The Call Center Manager is responsible for overseeing daily operations of the call center, including supervising Telephone Service Representatives, ensuring efficient handling of incoming and outgoing calls, and delivering exceptional customer service with timely resolution.

Responsibilities:

• Lead and support strengthening HOPE Initiative that values an organizational culture for open communication, innovation, associate engagement and other traits that contribute to collaboration and high performance.
• Supervise, train and coach Telephone Service Representatives
• Develop and implement comprehensive training programs.
• Research and resolve complex member issues with professionalism and a high level of customer service, including de-escalation when necessary
• Monitor and respond to incoming and outgoing calls in a timely manner, (e.g., updating member accounts information, processing check requests)
• Maintain strict confidentiality of member’s information
• Ensure timely processing of incoming mail deposits and/or payments
• Develop and manage performance goals and metrics (e.g., call handling time, cross-selling of value-added products and/or services),
• Ensure completion of compliance related courses and adherence to service level agreements
• Monitoring and reviewing call center reports to call center quality improvements
• Serve as liaison between the call center and other departments
• Management and oversight of 3 party vendor relationships
• Develop and implement strategic call center metric initiatives to drive enhanced member experience
• Other duties as assigned

Qualifications:

• Required
  • High School Diploma/GED
  • 5 - 7 years leadership experience in a high-volume banking or credit union call center environment
  • Proven expertise in handling escalated conflict resolution
• Preferred
  • Bachelor’s degree in business or related discipline
  • Experience working with Cisco, Banno, Symitar, Synergy, and other related

Key Competencies & Skills:

• Organizational Awareness - Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization.
• People development & Leadership - ability to assess skill strengths and weaknesses of individuals and teams in order to determine what actions are appropriate to build and/or improve the skills needed. Achieving results through people by successful objective setting, performance review, motivation, delegation, teambuilding, commitment gains, and empowerment.
• Problem solving - Having the ability to identify problems and issues of varying issues of varying complexities and to find effective solutions with few guidelines.
• Oral communication - Shaping and expressing ideas and information in an effective manner.
• Results orientation - Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.
• Strategic thinking & accountability - Understands and processes complex information and exercises sound judgment, considering the situation, the issues, the key players, and the levels of authority involved. Proposes courses of action that further the objectives, priorities, and vision of the organization. Accepting responsibility results in anticipation/prevention of problem areas from actions, and problem solving inside and outside the department/organization

Work Environment:

• Employees spend most of the time in office environment, generally accessible to the public, customers, and potential customers by telephone.
• Noise level in the work environment is usually moderate.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

Physical Demands:

• Employees are regularly required to sit, stand and walk.
• Employees will use hands to finger, handle or feel, reach with hands and arms, and talk or hear.
• Employees must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds.
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Comprehensive Benefits Package:

• Paid Vacation and Sick Time
• 11 Paid Holidays
• 401(k) with Company Match
• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA)
• Disability Benefits
• Life Insurance, Critical Illness, Accident
• Employee Assistance Program (EAP)
• Tuition Reimbursement, Professional Development

Hope Enterprise Corporation does not participate in or engage in any form of visa sponsorship, including employment-based visa applications or extensions (e.g., H-1B, TN, O-1, OPT, STEM OPT, etc.). Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.