Manager, Call Center (Los Angeles, CA)

Virtual branch managers at Firefighters First Credit Union (FFCU)are responsible for leading the call center to ensure members consistentlyreceive a high level of service through a variety of channels. As a leader, the virtual branch manager sets the call center objectives, deliversservices, and manages for results. Virtual branch managers are responsible for ensuring call center teams arestaffed to provide members with adequate coverage, have the necessary trainingand resources to successfully perform their work, ensure member identificationis correct to prevent fraud, and that they provide exceptional service tomembers. Further, managers utilize call center data to continually improveoperations and the member experience, as well as forecast and plan. Finally, virtual branch managers regularly interact with members to build relationships and assist withresolving issues. Typical responsibilities: • Manage call center operations. • Train, coach, supervise, and performance manage call center employees. • Build member relationships by assisting members with obtaining, interpreting, and utilizing financial information to plan for and achieve goals. • Analyze call center data and make recommendations to improve operations, member experience, as well as forecast and plan. • Work with leaders and team members in other departments to coordinate member services, responses, research, resolutions, or other carry out other efforts. • Participate in special projects and perform other assignments as needed. • Travel may be required up to 10% of the time or as needed to attend meetings, conferences, training, or other work-related events. • As needed, work remotely, be on-call, and work weekends and evenings. Apply tot his job Apply To this Job