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South Jersey Federal Credit Union is an equal opportunity employer.


Call Center Manager
Corporate Center/Deptford

Essential Duties:

Coaches and develops staff in sales skills and telephone service delivery skills to make certain a high level of service deliver is extended to membership and sales goals are obtained. Schedules department personnel to ensure sufficient staff to meet service delivery demands of members. Leads by example in promoting the credit union’s services and the delivery, methodology, and philosophy of member service excellence. Monitors workflow of all calls. Reviews calls via recording and scores all staff members. Continuously monitors Call Center operating procedures and processes to improve productivity, response time, and the efficient use of both employees and technology. Communicates and follows up to ensure member service representatives are fully informed of any new information related to products, procedures, member needs, and credit union related updates. Assists department personnel with difficult member issues in order to bring them to a successful resolution. Compiles and reviews monthly phone reports, tracking sales results, call time efficiency, etc. Supervisory responsibilities include: directing work, appraising performance, rewarding and correcting staff, addressing complaints, resolving issues, establishing goals, conducting departmental meetings, etc. Supports and encourages staff to participate in available credit union self-development education programs and required compliance courses. Performs other duties or special projects as required or as assigned by a supervisor.

Skill Requirements:

  • Highly proficient in Microsoft Office
  • Excellent organizational and multi-tasking skills
  • Excellent supervisory and leadership skills
  • Excellent communication and interpersonal skills
  • Ability to remain professional on a consistent basis
  • Ability to develop adeptness in credit union software programs
  • Ability to work independently and exercise judgment

Educational/Training Requirement:

  • Associate’s degree in Business Administration

Experience:

  • Two (2) years of experience leading associates in a Call Center or similar

Licenses/Certifications:

  • Equivalent education and experience with Call Center Manager Certification

Scheduled hours:

Full Time = 40 hour work week as needed
Call Center hours of operation:
7:45AM – 7:00PM Monday – Friday
8:30AM – 2:00PM Saturday

Apply Online -or- Send Your Résumé

 

 

 

 

  © Copyright 2014. South Jersey Federal Credit Union. PO Box 5530, 1615 Hurffville Road, Deptford, NJ 08096
P: 800-582-7640 F: 856-401-3208 Email info@southjerseyfcu.com