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Contact Center Manager

Kalsee Credit Union

This is a Full-time position in Kalamazoo, MI posted September 9, 2021.

Contact Center Manager

The Contact Center Manager oversees the daily operations of the Center, ensuring that KALSEE members are provided excellent member services and guidance in addressing their financial well-being. The Contact Center Manager will be skillful at building relationships with members and colleagues and will have the capacity to address issues in daily operations as well as identify growth opportunities and develop strategic initiatives to build and enhance a developing department. The Contact Center Manager will also:

* Create and maintain Contact Center procedures
* Work to maintain appropriate staffing levels and ensure that staff are trained to provide high quality service to members on all KALSEE products and services
* Maintain smooth operation of telephones and voice mail system to ensure prompt retrieval of calls and follow-up
* Keep abreast of industry (credit union and contact center) developments, recommending changes that will accentuate efficiencies and quality member service

* A Bachelor’s degree and three to five years’ experience in a credit union and/or contact center or any similar combination of education and experience; supervisory skills preferred
* Excellent member service skills
* Strong listening and oral and written communication skills
* Solid management skills, including the ability to prioritize and make on-the-spot decisions regarding member transactions
* A high degree of attention to detail
* Superb organizational skills
* A professional, ethical, and business-like demeanor

KALSEE Credit Union is proud to be an Equal Opportunity Employer