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Call Center Manager

Piedmont Advantage Credit Union Winston-Salem, NC
  • Expired: over a month ago. Applications are no longer accepted.

Piedmont Advantage seeks to hire an energetic Call Center Manager who is driven towards results and has a proven track record of change management in a call center environment. The incumbent will manage, lead and direct the operations of the credit union's inbound Call Center, ensuring the department meets or exceeds organizational financial, operational, service, and growth plans. The Call Center Manager ensures members and potential members receive fast, courteous, and accurate service from our Member Service Representatives; giving staff the resources and training needed to explain services, set up new accounts, respond to problems, and any other member need that should arise.

Essential Functions & Responsibilities

  • Manage call center staff by scheduling, training, coaching, and monitoring performance to achieve optimal productivity and results
  • Monitor call center operating results relative to established objectives and insures that appropriate steps are taken to correct unsatisfactory conditions .
  • Monitor all call center activities to insure they are in compliance with established credit union policies and procedures.
  • Identify cross-selling opportunities for members and train call center staff to do the same.
  • Ensure member account information is properly recorded on computer system and all paper documents are appropriately filed.
  • Review call center activity reports to analyze trends, measure goal achievement, monitor departmental and individual employee performance, and take any corrective action. .
  • Represent the call center as appropriate in its relationships with members, sponsor organizations, suppliers, other financial institutions, and similar groups .

Education, Training, Experience:

  • Five years to ten years of similar or related experience.
  • A minimum of five years in management .
  • Bachelor's degree strongly preferred.
  • Proficiency in the Microsoft Office Suite with strong experience in Excel & Word
  • Proven experience in creating and analyzing call center metrics for reporting and accountability
  • Strong oral and written communication skills as well as active listening
  • Consultative sales skills
  • Significant experience in employee coaching
  • Ability to multitask and prioritize in a fast-paced environment

Piedmont Advantage Credit Union

Piedmont Advantage Credit Union is a not-for-profit financial institution, chartered in 1949. Piedmont Advantage has been finding new ways to enhance the lives of our member/owners through engaged employees who provide financial products and services in ways which make us easy to do business with. If you believe in helping people reach their financial goals and putting members first, we may have the career opportunity for you. If you feel you meet the minimum qualifications for one of our positions, please send your resume and salary requirements to our Human Resources department at Piedmont Advantage offers an environment rich with opportunities for growth and development; we hope you will consider a position as part of our team!


Winston-Salem, NC