Job Description
TDECU, a 1.4 billion dollar credit union and continuing to grow, is seeking a positive people oriented Member Care North Manager to join our team of professionals in a challenging yet exciting environment.
The TDECU team is an exciting, dynamic, service oriented culture, with opportunities to provide creative solutions to meet the requirements and needs of the business. This role affords an excellent opportunity to gain initial exposure and experience across a broad spectrum of these businesses and to really learn the organization-the people, the processes, how things really work.
Essential Duties and Requirements:
Build and maintain relationship with third party member contact center partners through regular contact via in person site visits, phone and e-mail communication. Maintain regular schedule for on-site visits.
Serves as REAL Service and product knowledge expert for TDECU and third party member contact center partnership driving alignment between organizations. Manage call center scripting process; creating active scripts that describe the TDECU service process. Update scripts as needed for special promotions, new products, services or other situations.
Manages potential conflict areas between operations expectations/execution requirements of TDECUand delivery of third party contact centers through problem identification and resolution. Escalates breakdowns in service within the third party contact center and ensures resolution. Monitors third party contact center quality control metrics, and develops plans of action to make corrections as needed for improvement. Utilizes recognition tools to motivate and reward third party contact center employees who exhibit the TDECU REAL standards.
Advise TDECUand third party contact centers on best practices and provide comprehensive recommendations regarding opportunities. Monitor contact center performance metrics and provides benchmarking comparisons. Develops, along with third party contact center, plans to improve key metrics or performance benchmarks. Provide management reporting on the third party contact center relationship performance.
Exercise discretion and independent judgment when making decisions.
Interact positively and professionally at all levels of management and staff within TDECU and third party contact centers.
Communicate effectively with senior level executives, in verbal and written formats. and deliver effective presentations utilizing various audio/visual support aids.
Ability to work a flexible schedule to meet the needs of the business including extensive travel (minimum50%).
Job Requirements
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PC/Windows-based software experience with proficiency in Word, Excel and PowerPoint required.
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Proven communication, organization, problem solving, and executive pressentation skill required.
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Minimum of one (1) year experience in a call center environment perferred.
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