Outbound Contact Center Manager jobs in Minnesota

Position Overview:
The Branch/Contact Center Manager I is responsible for providing leadership support of and managing the day-to-day operations in a branch or channel. This role is instrumental in ensuring employees are engaged and providing the best experience for our members.  Additionally, the Branch/Contact Center Manager is accountable for the daily branch operations including: scheduling to ensure staffing levels meet member need, addressing and coaching employees through more complex member issues, and conducting branch/contact center verification reports. This role is also accountable for building rapport with members and the community.

Duties and Responsibilities:

• Provide on-site and remote leadership of all aspects of daily operational activities of the branch/contact center 
• Create and foster team connections and belonging by building positive and connective relationships
• Innovates and leads through change by seeking out and being open to new ways of approaching problems; tries new approaches 
• Responsible to create and manage branch/contact center schedules and ensure staffing levels meet member need  
• Makes decisions in alignment with our values and mission; in relation to employees, members, goals, revenues and expenses; comfortable working within the gray, not having all the information; in relation to employees, members, area goals, revenues and expenses
• Interview, hire, coach, train, and develop employees to successfully meet role expectations and expertise in partnership with their direct leader
• Assist employees or members in solving complex account issues and escalated situations
• Ensure branch/contact center compliance with all Credit Union policies and procedures, state and federal laws, and regulations
• Conduct and complete monthly branch verification reports
• Prepare and deliver written performance evaluations and performance actions
• Drive team performance and engagement by conducting frequent team meetings and individual employee dialogs; ensuring employees are informed of organizational news, changes in operational policy and procedures, and are focused on member service and organizational results
• Actively participate in community based/business development activities within communities to promote awareness of Affinity Plus
• Has the knowledge, skill and ability to perform in the capacity of any member facing position to support member need
• Takes accountability for oneself and holds self accountable in performance, development, etc. 
• Provides support based on area to organizational initiatives involving promotions, projects, goals for area, leading Omni Channel experience in area, etc.
• Participate in local and statewide leadership development meetings 
• Other duties as assigned

Qualifications and Skills: 

• 2 years of proven, progressive leadership experience
• B.S./B.A. degree in business, finance or related field preferred or equivalent experience
• Experience in consumer lending, checking/savings accounts, IRAs, CDs, and other credit union products preferred
• Ability to provide on-site leadership to a team in a small sized market/team
• Knowledge and understanding of State and Federal laws pertaining to Credit Union Industry 
• Ability to effectively coach, lead and motivate employees to achieve results
• Strong analytical skills required with a high degree of accuracy
• Aptitude to work independently as well as part of a team and ability to collaborate with others
• Strong verbal and written communication skills
• Time Management skills and the ability to prioritize workload based on department and member needs
• Flexibility to adapt and succeed in a dynamic environment

Workplace Environment:

• Sitting 70-75% and Standing 25-30% 
• Working at a computer 90% of the day 
• Bending, twisting, kneeling, stooping or crouching when appropriate, on occasion 
• Repetitive movements, including but not limited to typing, mousing, phones, etc. 
• Lift, carry, push or pull up to approx. 50 pounds (supplies, etc.) 
• Requires face-to-face interaction and/or coordination of work with other employees and departments, and in-person interaction

Required Work Schedule:
Monday–Friday, with rotating Saturdays. Consistent and reliable attendance is a required essential function of this role to meet the needs of the department/team and organization.

This position will be based at our Bemidji, MN Contact Center location and will be a hybrid role with virtual working opportunities as well as onsite presence in Bemidji as needed.