Manager Contact Center

The role

This position provides leadership by overseeing the day-to-day operations of Contact Center team members. The manager assists in providing strategies to improve the client service experience and maintains client satisfaction.

What you will do

• Oversee day-to-day operations of Contact Center team members
• Provide leadership and support strategic initiatives
• Collaborate with leadership to define goals, priorities and service standards
• Partner with other teams to develop and nurture the team relationship model
• Advocate for and initiate changes to department policies and procedures
• Lead and participate in strategic projects
• Respond to and resolve escalated client situations
• Provide communication and feedback to team members on expectations and goals
• Establish guidelines to ensure consistent quality level of service
• Select, develop, motivate, coach, evaluate, train and reward team members

Required qualifications

• Bachelor’s degree in business administration, marketing, or related field or an equivalent combination of education and experience
• 7 years of experience in a contact or call center for a financial institution
• Advanced knowledge of farming operations and agriculture, along with basic accounting principles and procedures
• Advanced knowledge of loan processing and servicing in a financial lending environment
• Leadership skills to select, evaluate, engage, motivate, mentor, train, delegate, reward and lead team members
• Strong listening, written and verbal communication skills
• Skill in developing and maintaining interpersonal relationships
• Strong problem solving, decision making and organizational skills
• Strong computer skills, including MS Office applications, customer relationship management (CRM) programs and client databases
• Attention to detail and accuracy
• Flexible and adaptable to changing situations
• Ability to multi-task in a fast-paced environment

Nice to have

• Three to five years of supervisory experience
• Advanced knowledge of Compeer Financial’s products and services

Benefits

• Hybrid model – up to 50% work from home
• Flexible schedules including ample flexibility in the summer months
• Up to 9% towards 401k (3% fixed Compeer contribution plus up to 6% match)
• medical, dental, vision, HSA/FSA, life & AD&D insurance, short-term and long-term disability, wellness program & EAP
• Vacation, sick leave, holidays/floating holidays, parental leave, and volunteer paid time off
• Learning and development programs
• Mentorship programs
• Cross-functional committee opportunities
• Professional membership/certification reimbursement

Before you apply

• Must be authorized to work for any employer in the United States
• Compeer is unable to sponsor or take over sponsorship of an employment visa at this time

About the company

Compeer Financial is a member-owned cooperative located in Illinois, Minnesota and Wisconsin. They provide financial services to support agriculture and rural communities.