Manager Contact Center

Job Description

JOB INFORMATION

Title:

Manager Contact Center

Officer Title:

AVP

Grade:

28

FLSA Classification:

Exempt

Date Last Edited:

5/16/2025

Reports To:

Head of Contact Center

Department:

Contact Center

URL Link

https://hvfcu.jdxpert.com/ShowJob.aspx?EntityID=2&jobcode=142

PRIMARY FUNCTION

Directly manage the Supervisors of the Contact Center.  Successfully implement HVCU's Sales and Service Success Model with members.  Monitor and assess the performance of the Contact Center to ensure the achievement of the organizational retail and operational goals.   Develop and coach direct reports to add to department profitability and facilitate individual career development.

•

Oversee and develop direct reports to supervise the Contact Center staff and ensure proper implementation of HVCU’s Sales and Success Model.

•

Manage Contact Center Supervisors.  Set the expectation for Contact Center staff to deliver high-quality service and recognize members’ needs by reviewing current offerings and asking appropriate questions.  Ensure Contact Center staff is well trained and receives regular and ongoing refresher and procedural training.  Create, implement and monitor satisfactory completion of development plans.

•

Interview, hire, manage and develop Contact Center Supervisors.  Meet regularly with Contact Center Supervisors to review department performance including individual performance feedback and development opportunities. Meet monthly with direct reports. Complete annual performance evaluations for Contact Center Supervisors.

•

Work with the Contact Center Workforce Analyst to manage the scheduling of the Contact Center staff to ensure adequate staffing levels for inbound, outbound and web delivery channels. Monitor and manage daily call flow to meet service levels.  Identify trends in call flows to drive efficiency.  Assess changes in workloads, evaluate impact to service levels and make recommendations as appropriate.

•

Measure and analyze member experience tools (NPS survey results, production reports, etc.) that drive excellent member service. Leverage the insights gained from multiple sources to drive improvements to member experiences and production.

•

Lead and participate on Credit Union teams, projects and strategic initiatives when the opportunity arises.  Engage in the Credit Union’s philosophy of continuous improvement to look for opportunities to enhance revenue and efficiency, reduce expenses, streamline and improve operations.

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Prepare Contact Center’s annual budget proposal for review by the AVP of Contact Center. Analyze approved budget variances and expenditures throughout the year.

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Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.

•

Embrace and apply HVCU’s guiding principles to all activities and responsibilities. This includes the Credit Union’s Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union’s initiatives by demonstrating teamwork and professionalism.

•

Responsible for regular and predictable attendance including punctuality.

Bachelor’s Degree or at least 2 years equivalent experience for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of experience.

Business, finance or a related field

X

Minimum 3 Years

Supervisory or management experience dealing with medium to large staff size (15+), preferably in a financial institution and/or a call center

X

Minimum 2 Years

Sales management and employee development experience in a financial institution or customer care/call center environment

X

Working knowledge with call center workforce management tools, such as AVAYA CMS, Verint Workforce Optimization

X

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Must be able to successfully manage employees and projects.

•

Advanced verbal, written and presentation skills.

•

Ability to understand and accurately apply basic mathematical concepts.

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Ability to work in a fast-paced environment and deal with a variety of internal/external customer and vendor situations.

•

Intermediate proficiency in Microsoft Office Software (Word, Excel, Outlook, PowerPoint, etc.)

•

Must have access to reliable internet access.

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Must have a quiet and professional workspace.

PHYSICAL DEMANDS

Frequency

Physical Demand

Weight (lbs.)

Frequently

Sit for prolonged periods of time

Frequently

Required to communicate verbally

Frequently

Normal range of vision and hearing abilities required

Occasionally

Lift and/or move objects

10

Occasionally

Travel outside of work location to attend meetings and training programs

Frequently

Required to skillfully operate a computer, telephone and other standard office equipment

Frequently

Work extended hours, including evenings, weekends, and holidays as needed

Frequently

Accommodate a flexible schedule to meet business needs including evenings and weekends.

WORK ENVIRONMENT

•

Typically the noise level in the work environment is moderate to high.

•

May experience occasional job stress in dealing with difficult situations and/or high volume.

•

High energy, high impact atmosphere.

•

There are no significant hazardous conditions.

View Competencies

Call Center Management

Knowledge of and experience with implementing new or revised organizational structures, business processes and operational infrastructure required for enabling effective call center operation.

Level 3

1. Cites extensive experience in managing call center operations in diverse businesses.

2. Trains new representatives on proper use of call center facilities and equipment.

3. Directs the work of contractors in the outfitting of new or improved call centers.

4. Studies call center workflow and makes recommendations to improve efficiency.

5. Creates and manages the call center budget.

6. Evaluates the benefits and risks of implementing virtual call centers or other strategies.

Leadership

Leads people towards meeting the organization’s vision, mission, and goals. Provides an inclusive workplace that fosters diversity, development, teamwork and continuous improvement.

Level 2

1. Creates a connection to demonstrate how daily actions contribute to organizational outcomes. Coaches team to assume full responsibility for shared goals and objectives.  

2. Develops the ability of others to perform and contribute to the organization by providing ongoing feedback and opportunities to learn through formal and informal methods.

3. Implements the organization’s workforce development/planning strategies within business units.

4. Makes well-informed, effective and timely decisions, even when data is limited.

5. Takes a stand, maintains integrity and tactfully defends position in the face of significant opposition.

Service Excellence

Consistently incorporates Hudson Valley's member and employee value proposition, reinforcing organizational culture and brand differentiators.

Level 3

1. Creates a sense of accountability and personal ownership for employees and self.

2. Designs strategies to inspire peers and business unit to raise the bar of customer service delivery.

3. Establishes best practices for internal and external service excellence.

4. Monitors industry for trends in enhancing member service with special attention to financial services.

5. Systematically identifies potential problems when designing systems/processes using techniques including brainstorming and cost/benefit analyses to reduce the chances of unnecessary problems.

Results Driven

Drives critical activities to completion. Meets organizational goals and customer expectations.

Level 2

1. Clearly communicates expected results. Uses motivational tactics to generate team buy in. Consistently measures progress and refocuses efforts to ensure attainment.

2. Implements specific policies or practices based on laws or regulations governing these practices.

3. Makes effective use of technology to achieve results. Ensures access to and security of technology systems.

4. Takes full responsibility for results, keeping stakeholders properly informed of status, issues and potential problems.

5. Understands the organizations influence dynamics and uses that information to establish alliances to achieve organizational goals and objectives

Resiliency

Adapts positively to changing environments in order to achieve business results.

Level 2

1. Anticipates the impact of change in markets, politics, and culture on the organization and its clients.

2. Deals effectively with pressure; remains optimistic and persistent, even under adversity.

3. Develops new insights into situations; questions conventional approaches.

4. Implement change initiatives so as to minimize adverse impacts on people.

5. Understanding of the necessity of continuous personal growth; ability to gauge one's strengths, limitations and interests, and use of this knowledge for purposes of performance effectiveness and self-development.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee in this position.  Additional functions and requirements may be assigned by supervisors as deemed appropriate, with or without notice.

Nothing contained in this material creates a contract of employment between an employee and Hudson Valley Credit Union or otherwise alters the at-will nature of the employment relationship.

Are you able to perform the essential functions listed in this job description with or without reasonable accommodation?  YES_______  NO_______

By signing below you certify that you have received this job description and understand the requirements, essential functions and duties of the position.  If you are currently employed in this position, your signature acknowledge that this job description accurately describes the position, including its essential functions.

Name:  _____________________________________________

Signature: _____________________________________________

Date:  _____________________________________________ 

Please also note that Hudson Valley Credit Union respects the religious beliefs and practices of employees and will, on request, reasonably accommodate its employees when a reasonable accommodation is available that does not create an undue hardship on the Credit Union’s business.  Therefore, unavailability for work due to religious observances or practices may not be a bar to employment.