Contact Center Manager

CONTACT CENTER MANAGER Location: Anchorage Salary: $80,900 - 104,700 DOE Who we are: True North FCU is a member-owned, full-service credit union, and our mission is to provide quality financial solutions for our members. We are headquartered in Juneau with a branch in Anchorage, serving members across the state of Alaska.

What we need: We are seeking for an innovative and motivated leader who can not only maintain a cohesive team to meet daily operations, but continuously evaluate the efficiency of the department and promote a service culture among Contact Center staff.

Position Overview

As the Contact Center Manager, you will work under the general direction of the AVP of Operations and alongside the CC Supervisor to ensure effective and efficient operations, quality member service and guide the performance outcomes and strategic direction of the department. Additional responsibilities: Develop and monitor CC metrics and perform report analytics, evaluating department performance ensuring high-quality service across all communication channels.

In collaboration with the CC Supervisor, hire, train and direct the team. Monitor department activities for compliance with established policies and regulations. What you’ll need: Three to five years of similar or related experience; call center experience preferred. A (1) 2 year college degree or (2) completion of a specialized certification or licensing or (3) completion of a specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.

Excellent communication and organizational skills. Ability to foster sound relationships with other entities and motivate and influence your team True North Federal Credit Union is a member-owned full-service financial institution offering a full benefit package including medical/dental/vision, retirement and paid time off.

Pay DOE. True North FCU is an Equal Opportunity Employer. E-Verify Statement: True North FCU participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, True North FCU is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before True North FCU can take any action against you, including terminating your employment.

Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9. For more information on E-Verify, or if you believe that True North FCU has violated its E-Verify responsibilities, please contact DHS at 888-897-7781 or dhs.gov/e-verify. Declaración de E-Verify: True North FCU participa en E-Verify y proporcionará al gobierno federal la información de su formulario I-9 para confirmar que está autorizado a trabajar en los EE.

UU. Si E-Verify no puede confirmar que está autorizado a trabajar, True North FCU debe brindarle instrucciones por escrito y la oportunidad de comunicarse con el Departamento de Seguridad Nacional (DHS) o la Administración del Seguro Social (SSA) para que pueda comenzar a resolver el problema antes de que True North FCU pueda tomar alguna medida en su contra, incluida la rescisión.

su empleo. Los empleadores solo pueden usar E-Verify una vez que haya aceptado una oferta de trabajo y completado el Formulario I-9. Para obtener más información sobre E-Verify, o si cree que True North FCU ha violado sus r