Call Center Manager at Roth Staffing Companies in Hawthorne, California

Job Description:

Call Center Manager (Member Experience Manager)



Hawthorne, CA, USA 90,000-120,000 per year Salary Full Time Hawthorne, CA Medical, Dental, Vision, Life Insurance, 401k with company matching, Generous PTO and Paid Holidays, Education Reimbursement Program, EAP


We are currently seeking an experienced and motivated Member Experience Manager to lead our call center team. The Member Experience Manager will be responsible for overseeing day-to-day operations, ensuring exceptional service delivery, and driving performance to exceed key metrics and targets. The ideal candidate will have a strong background in call center operations, experience managing a digital member experience team, a deep understanding of credit union products and services, and the ability to motivate and develop a high-performing team.



Call center hours:



Monday to Friday 7:00 AM - 5:00 PM PST


Saturday 9:00 AM - 2:00 PM PST



Responsibilities:



Lead and manage a team of call center representatives and an online chat team, including hiring, training, coaching, and performance management.


Develop and implement strategies to optimize call center performance, including setting and achieving key performance indicators (KPIs) related to member satisfaction, call resolution, and service levels.


Monitor and analyze call center and digital chat metrics and KPIs, such as call volume, response times, member satisfaction, and first-call resolution rates.


Identify areas for improvement and implement solutions to enhance service quality and member experience.


Handle escalated member inquiries and complaints, resolving issues promptly and effectively.


Stay informed about industry trends, regulatory requirements, and best practices in call center and digital member service credit union operations.



Requirements:




Minimum of 5 years of experience in call center and online chat team management, preferably in the credit union or banking industry.



Strong knowledge and understanding of credit union products, services, and industry regulations.


Excellent leadership and team-building skills, with a proven ability to motivate and inspire others to achieve goals.


Exceptional communication and interpersonal skills, with the ability to interact effectively with members, employees, and senior management.


Proficiency in call center and digital channel technology and software.


Strong analytical and problem-solving abilities, with a focus on continuous improvement and innovation.


We understand that it's our employees that make us great, and we treat them as our greatest asset, with comprehensive and competitive compensation and benefits package that includes:


Health, dental, and vision plans to take care of you and your family's healthcare needs.


401(k) plan to help you plan for retirement.


Life insurance to protect your loved ones in case of the unexpected.


An Education Reimbursement Program to help you achieve your personal development goals.


A generous Paid Time Off (PTO) Plan because you deserve a vacation for your hard work!


Paid holidays so you can celebrate our nation's holidays just as our members would.


An Employee Financial Benefits Program designed to improve your financial life and prepare you to meet the needs of our members more effectively.


All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of L