Contact Center Manager

Company DescriptionBienestar Federal Credit Union has spent more than 75 years helping people live healthier financial lives. The organization focuses on financial wellness by giving members tools to build stability and achieve their goals. Its culture is grounded in ownership and integrity, ensuring decisions are made in the best interest of members and the mission. Bienestar leads with respect and empathy, meeting people where they are and treating everyone with dignity. The credit union also invests in knowledge building, helping both members and staff grow in confidence and capability.Role DescriptionThe Contact Center Manager is a full-time, on-site role based in Arlington, VA. Direct and oversee the Contact Center's operations and financial care professionals in delivering outstanding financialcare for members through the multiple service delivery channels utilized by the Credit Union. This role is responsible for the evaluation, review, and quality screening of team members and supporting the organization's efforts to grow memberships and relationships with existing members.Major Duties & Responsibilities20% Manage direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including: hiring, directing job assignments, monitoring staff, performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, policies and work rules. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.20% Perform the duties of the Financial Care Professional during busy times of the day or when volume is higher or when time permits. This includes any transactions and information that members normally request including transfers of funds, payments, account inquiries, etc.15% Tracking department activity by inputting data to an Excel spreadsheet to help determine work load and performance. Tracking of data will be both quantitative and qualitative in nature and will help to determine business decisions such as reallocating staffing or hiring additional staffing.15% Monitor incoming calls to ensure quality of service and accuracy of the Financial Care Professionals.15% Promote cross-selling of all products and services in alignment with better financial outcomes for members.10% Perform maintenance to accounts in the form of adding, deleting, or overriding lockouts or warning flags to allow dispersal of funds when appropriate.5% Report and communicate technical issues and problems to the IT department. Communicate other issues brought to the attention of the call center to Management, Branches or other departments as necessary and appropriate.- Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.QualificationsDemonstrated expertise in Contact Center Management and Contact Center Operations, including supervising teams and optimizing processes.Strong focus on Member Service and Member Satisfaction, with a track record of improving member experience and service quality.Solid Analytical Skills to interpret performance data, identify trends, and drive data-informed decisions.Experience in financial services or credit unions is strongly preferred.Proven leadership, coaching, and conflict-resolution abilities.Excellent verbal and written communication skills, including the ability to interact with members and staff at all levels.Proficiency with contact center technologies, CRM systems, and basic office software.Bachelor’s degree in business, finance, communications, or a related field, or equivalent combination of education and experience.Spanish or Tagalog Language Proficiency is helpful, but not required.