Manager Contact Center

This position provides leadership by overseeing the day-to-day operations of Contact Center team members who are responsible for delivering high quality client service to incoming callers. The incumbent 
assists in providing strategies to improve the client service experience, maintaining client satisfaction crucial for driving business revenues and reaching profitability goals

Leadership

• Champions the brand; serves as a role-model for the vision, mission and values of the organization. Supports Compeer’s strategic 
  initiatives.
• Supports Compeer’s strategic initiatives through their actions, words and participation in projects.
• Collaborates with leadership in defining the Compass team’s goals, priorities and service standards.
• Partners with other teams to develop and nurture the team relationship model. Collaborates with other Compeer leaders and works closely with their teams to service client relationships.
• Advocates and initiates changes to department policies and procedures to improve productivity and client satisfaction.
• Leads and participates in strategic projects.
• Proactively responds to escalated client situations. Resolves client issues.

Team Management

• Provides clear and timely communication and feedback to all team members on expectations and goals.
• Establishes and develops guidelines to ensure the team provides a consistent quality level of service, which is timely, thorough and responsive to all clients. Tracks and monitors calls.
• Ensures team adheres to established standards, practices and procedures, including compliance.
• Provides daily oversight and work direction to team in assisting client callers with a number of account issues and questions including money movement and support of Compeer’s digital products and 
  services. 
• Provides daily oversight and work direction to the team on specialty work done within Compass.
• Selects, develops, motivates, coaches, and evaluates, trains and rewards department team members.
• Promotes a positive work environment that leverages the talents and abilities of team members in achieving organizational and team goals.
• Informs team and executes changes in policy and procedures.
• Determines and effectively communicates performance standards and development plans and assesses performance against standards.
• Organizes and conducts team meetings.
• Approves team member time off and timesheets.

• Bachelor’s degree in business administration, marketing, or related field or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• 7 years of experience in a contact or call center for a financial institution.
• Three to five years of supervisory experience preferred.
•  Advanced knowledge of Compeer Financial’s products and services desired.
• Advanced knowledge of farming operations and agriculture, along with basic accounting principles and procedures.
• Advanced knowledge of loan processing and servicing in a financial lending environment.
• Strategic and innovative.
• Leadership skills to select, evaluate, engage, motivate, mentor, train, delegate, reward and lead team members.
• Strong listening, written and verbal communication skills, with ability to communicate at all levels of the organization.
• Skill in developing and maintaining interpersonal relationships.
• Strong problem solving, decision making and organizational skills.
• Strong computer skills, including MS Office applications, customer relationship management (CRM) programs and client databases.
• Attention to detail and accuracy.
• Flexible and adaptable to changing situations.
• Ability to multi-task in a fast-paced environment.
• Ability to work independently and collaboratively with other teams to achieve goals, grow business and service all aspects of client needs.

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Our job titles may span more than one career level (associate, senior, principal, etc.). The actual title and base pay offered is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable compensation and other benefits.