Are you a Contact Center Leader looking for your next opportunity? You can have a real impact here at Metro overseeing our talented Member Service Center staff to new heights of service and success. Provide leadership, mentorship, and direction to this established team in providing quality service and meeting goals.

Overall responsibilities include directing agent workflow and workload; handling complaints, concerns and questions from members; delivering high standards of service to members by making the most effective and efficient use of staff and technology resources; managing personnel matters. Oversee all sales and service activities related to Member Service Center calls (inbound and outbound) and Interactive Video Specialists.

MAJOR RESPONSIBILITIES:

• Oversee and manage the Member Service Center by ensuring best practices for contact center employees and operations:

Prepare progress, sales and productivity reports for analysis purposes; maintain performance reports, collect, analyze and summarize trends for key metrics including call handling, call waiting, call accuracy;
Develop and maintain the call center staffing model;
Determine that agents have the knowledge and skills to answer member inquiries quickly and efficiently;
Prepare constructive Individual Development Plans (IDPs) for call center agents;
Manage department employees regarding employment, performance ratings, promotions, salary recommendations, transfers and terminations;
Prepare annual budget and operates within established cost control policies.

• Responsible for the achievement of service goals in accordance with company standards; hire, coach and train department employees to maintain established service standards. Balance resources and evaluate operating methods and procedures, make recommendations for improvements and implement approved changes to ensure optimal service is provided and productivity is maximized. Develop strategic partnerships with other department managers to maximize service excellence.
• Responsible for the achievement of sales goals in accordance with company standards; hire, coach and train department employees to ensure sales success. Manage the Member Service Center Incentive Plan; promote a sales and service environment, provide coaching and develops sales contests as needed. Develop strategic partnerships with other department managers to maximize sales and referrals.
• Participate in the selection and drive the implementation of various types of automation and improved technology in collaboration with the Technology Department and assigned Technology Business Partner. Maintain equipment, develop preventative maintenance programs and troubleshoot as needed.

REQUIREMENTS:

• Education and Experience

Bachelor’s degree in business or finance strongly preferred
Minimum of 8-10 years in customer service with a sales and call center focus
Demonstrated experience and success in supervising or managing a customer service team

• Skills/Knowledge/Certifications

Ability to develop staff, coach, write and deliver performance reviews
Strong written and verbal communication skills
Ability to effectively interact with all levels of management
Proficiency with technology with particular focus on call center software; working knowledge of credit and deposit software preferred
Ability to multi-task and prioritize
Industry related certification preferred (i.e. Certified Call Center Manager CCCM, Resource Center for Customer Service Professionals (RCCSP) Certification)

Why Join our Team:

• Comprehensive Benefit plans: Health, Dental, and Vision coverage for employees working minimum of 20 hours/week; Metro provides assistance toward premiums and copays
• All staff eligible for annual bonus and annual (vesting) retention bonus
• 401(k) with matching plan and Safe Harbor Plan – allowing every employee to save for retirement
• Wellness Incentives; Employee Assistance Program; Flexible Spending Account; Prescription Drug program and range of voluntary benefits (LTD, STD, AD&D); Discounts on Pet Insurance
• Strong growth opportunities – attain your long-term career goals at Metro

Individual Development Plans
Position-related or job-related tuition assistance (1 year eligibility)
Superb in-house training programs

• Growing, dynamic environment with a strong culture and exceptional team of co-workers

Please note our hybrid work arrangements require a minimum of 2 days/week on-site in our Chelsea location, managed within each department. All new hires are required to onboard for a minimum of 30 days on-site in Chelsea.

About Metro Credit Union: As the largest state-charted Credit Union in Massachusetts, our focus has always been helping local people, businesses and non-profit organizations reach their goals. Our perspective is unique because it is local and hyper-focused on the specific needs of our local communities. We are a high performing, financially sound, independent community bank. Our commitment is to provide quality banking solutions that support the economic vitality of the individuals and businesses within the markets we serve. This commitment strengthens local communities, creating a positive impact on people's lives.

This is an exciting time to join our organization - Apply Today to learn more!


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