Kinetic Credit Union is seeking high energy candidates for the position of Contact Center Manager. This position is responsible for the overall administration, service level, and production of the credit union’s Call Center and Teller Center. Duties include, but are not limited to:

  • Designs, develops and implements programs to motivate employees to support and reach individual, team and Credit Union sales and service objectives.
  • Monitors reports to track progress toward Credit Union, department and individual goals.
  • Utilizes reports to manage staffing and achieve desired productivity, sales referrals, and service results.
  • Provides supervision and leadership to staff. Assigns work and directs staff to uphold referral and service expectations. Demonstrates and promotes behavior that exceeds member expectations.
  • Assigns work, maintains work schedules, answers questions and solves problems. Assists with complex transactions, member problems and explains policies and procedures.
  • Creates and conducts regular staff meetings to exchange information, receive feedback and encourage teamwork.
  • Conducts frequent coaching and developmental sessions with staff to discuss areas needing improvement; sales, service, procedural changes and education/training.
  • Working manager with necessary training and skills to perform the duties of subordinate staff at any level.

A four-year college degree is preferred. In addition, four years of experience in a related field (preferably within a financial institution) with equal responsibilities is acceptable, with the experience and knowledge necessary to manage a full-service Contact Center.