Headquartered in Chattanooga, Tennessee, Tennessee Valley Federal Credit Union was founded in 1936 as a non-profit financial cooperative built on the promise of “people helping people.” TVFCU is a community-chartered credit union with $1.5 billion in assets. We proudly serve more than 149,000 members who live, work, worship or attend school in our 13-county community. TVFCU currently has 18 branches throughout Southeast Tennessee and North Georgia.
Overview:
Tennessee Valley Federal Credit Union is seeking a highly motivated and inspirational leader to lead a team of 30+ individuals, working both from home and in office who are customer/member centric and ready to carry the legacy of members first.
With assets of $2 billion, 400+ employees, 160,000+ members in the Hamilton and 12 surrounding counties, the Call Center Manager will plan and implement a Call Center strategy assessing the needs to achieve desired goals and strategies, which include evaluating key performance indicators (KPIs) and technological enhancements.
Reporting to the Director of Branch Operations and Interactive Services, the successful candidate will serve as a subject matter expert for the team, provide guidance and continuous coaching and feedback to achieve department and organizational goals.
Responsibilities:
Leads a team of 30+ call center agents, who are responsible for delivering a consistently exceptional member experience and provide support on a range of products and services, and ensures the department is adequately staffed at all times.
Continually assess and improve the skill level of the Agents. Manage and oversee performance and develops talent of direct reports, including establishing performance and career goals and objectives, assessing skilled knowledge gaps. Trains or assists in the training of call center agents with cross-selling skills to promote credit union products and services as appropriate. Monitors calls for professionalism, accuracy, and content, as well as perform side-by-side coaching activities by listening to member calls, providing immediate feedback on critical issues and coaching the agent as part of the overall performance development plan.
Ensures employee engagement within the team by establishing a two-way working relationship with direct reports to solicit their views on the working environment, potential changes affecting their work, and continuous improvement opportunities.
Manages escalated calls in an informed, professional, and efficient manner. Researches and solves complex member questions, problems, or complaints concerning credit union accounts. May serve as a relief agent during heavy call periods.
Proactively monitors team results daily (call times, hold times, completion of callbacks, etc.) and prepares call center performance reports by collecting, analyzing, and summarizing data and trends on a daily, weekly, and/or monthly basis.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management, attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies.
Keeps abreast of changes in the industry and changing trends and reacts to changes to maintain competitiveness. Explores opportunities to add value. Implements and monitors call center procedures to comply with credit union policies and governmental rules and regulations. Reviews and recommends revisions as needed. Identifies and evaluates state-of-the-art technologies
Maintains smooth operation of the telephone system, ensuring system is operating correctly and calls are answered in a timely manner.
Ensures that all credit union member and employee-related business is kept in strictest confidence.
Reports suspicious transactions or patterns of activity that are suspected.
Other duties as assigned
Skills and Qualifications:
Bachelor’s degree preferred, with five to eight years of Call Center experience and minimum of 3 years management experience within call center operations. Experience managing a remote work force preferred.
Financial Institution experience a plus.
Exceptional written and verbal communication skills.
Ability to perform essential requirements with accuracy and detail.
Hands on employee development skills with a proven success record of coaching.
Ability to drive results based on performance standards.
Ability to analyze reports and identify trends, recognizing areas for improvement and making recommendations as appropriate. Technical proficiency in Microsoft applications OR Experience working with a variety of multiple software applications is plus.
Must be able to work a flexible work schedule within the Monday – Saturday 7 am. to 7 pm department operating hours.
If you are considered for an offer of employment at TVFCU, you must successfully complete a pre-employment screen that includes:
Verification of education, employment, and other pertinent data included on your employment application, and eligibility to work in the United States.
Criminal background check and drug screening.
Pre-employment credit check required.
Pre-employment screening helps TVFCU provide a safe environment for our members and employees, minimize risk, and ensure federal compliance.
