Engagement Center Manager Position Available In East Baton Rouge, Louisiana

Engagement Center Manager La Capitol Federal Credit Union 700 Main Street, Baton Rouge, LA 70802 La Capitol’s culture is rooted deep in our core values. We commit ourselves to giving outstanding service. We believe that it is an honor and a privilege to serve our members and we pride ourselves in making them our top priority. Our mission is to improve the financial wellbeing of our members! This is our focus and passion. However, this passion cannot be sustained without employing the best people around. Companies like to talk about their talent, but at La Capitol Federal Credit Union, we like to demonstrate our passion in the way we do our jobs. Simply put, we expect the best and look for the best from our employees. Purpose, drive and yes, passion; they are all here. If you are looking for that kind of energy and vision, we are always looking for great people! At La Capitol FCU we don’t just offer our employees a job, we offer career opportunities. Do you want to be the newest member of our team? if so! The Engagement Center Manager will facilitate an exceptional communication experience for the credit union’s members and staff through the management of the Engagement Center. This position will provide leadership, management, and direction; ensuring overall Engagement Center service, cross-selling and operational performance levels are consistently achieved. This includes ensuring quality member service, the effective monitoring of staff’s performance and call volumes.

Supervisory Responsibilities:

This position manages all Member Service Representatives within the Engagement Center department and is responsible for the performance management and hiring of the employees within that department.

Essential Duties and Responsibilities :

1. Hire, onboard, and oversee the training of Engagement Center personnel, and provide assistance as needed. 2. Work closely with the Contact Center Trainer and Member Service Resolution Specialist to ensure staff are adequately trained to handle challenging member service issues. 3. Manage the credit union’s after-hours call center relationship, ensuring scripts are current and overflow call volumes are managed efficiently. 4. Serve as administrator of the phone system, CUScriptor, Sightmax, and Zingtree. Serve as backup administrator for Q2, InfoImage, IMM, and Eltropy platforms. 5. Analyze call center data and prepare performance reports for senior leadership. 6. Evaluate staff effectiveness and performance annually or on an as-needed basis. 7. Seek and develop new processes to boost staff efficiency and productivity levels. 8. Lead team meetings and give presentations to executives. 9. Develop monthly, quarterly, and annual Engagement Center goals and action plans. 10. Prepare work schedules to ensure sufficient coverage. 11. Supervise and assist staff, as needed, with problem-resolution and/or questions. 12. Research member inquiries/complaints and ensure proper handling and resolution. 13. Ensure the VP of Member Engagement is kept fully informed on the conditions and operations of the Engagement Center. 14. Possess adequate product knowledge as measured by the annual product knowledge certification assessment. 15. Ensure policies and procedures are understood and followed by staff. 16. Ensure staff are trained to serve the membership on all credit union products and services. Contact Center Manager Complete and perform all other duties as assigned, including special projects. 18. Understand compliance issues and attends training as they relate to credit union services including but not limited to: a. Bank Secrecy Act b. Reg P c. Patriot Act d.

Reg D Qualifications:

Qualifications :

To perform this job successfully a contact center or strong customer/member telephone service experience is required. The individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

Bachelor’s degree in Business or a related field. Minimum of 3 years of supervisory or management experience in a contact center or customer service environment. Additional supervisory experience may substitute for educational requirements.

Skills and Competencies:

Strong understanding of contact center operations, including KPI tracking and performance analysis. Excellent leadership, coaching, and motivational skills. Proficiency in call center software and Microsoft Office Suite. Exceptional problem-solving and decision-making skills. Strong communication skills, both written and verbal. Strong problem-solving skills and ability to make sound decisions under pressure. • Excellent analytical, problem-solving, and decision-making skills. Excellent written and oral communication skills Ability to handle sensitive member and staff information with confidentiality. Ability to adapt to changing priorities, evolving member needs, and technological advancements. Adaptability to evolving member needs and technological changes. Proven track record in leading teams and driving process improvements. • High level of integrity, professionalism, and ethical standards.

Job Type:

Full-time Benefits:

401(k) Dental insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance

Schedule:

8 hour shift

Education:

Bachelor’s (Preferred)

Experience:

Call center management: 3 years (Required) Customer service: 3 years (Preferred)

Credit Union/Banking:

1 year (Preferred) Ability to

Relocate:

Baton Rouge, LA 70802: Relocate before starting work (Required)

Work Location:

In person