Consumers Credit Union (CCU) is hiring - join our team as a Manager in the Contact Center!

What you’ll do:

As one of the Contact Center Managers, you’ll be involved in managing the overall operations, productivity, and development of Contact Center employees. You'll collaborate with other departments to continue to improve the experience and deliver self-serve options, handle escalated and complex member inquiries/issues, successfully lead the team to exceed their goals, and be an excellent communicator and problem solver.

This is a “hybrid / flex” position with work from home days along with onsite days based at our Gurnee corporate office. Later this year, we will move to our new location in Lake Forest but will still offer a hybrid/flex schedule!

Day to Day Responsibilities:

• Coaching, mentoring, and developing staff. Overseeing and managing department responsibilities and operational functions like new employee onboarding, hiring, termination, performance, discipline and problem resolution decisions.
• Promoting a positive environment and leading the team to meet individual and departmental goals. Inspiring a “Member First” culture with focus on operational efficiency, high interaction quality, and Member loyalty.
• Updating and monitoring the overall productivity of the team by evaluating scorecards, providing feedback to the leadership team, and recommending additional training and/or other performance-based interventions.
• Partnering with other departments to identify gaps with existing processes to improve efficiency and overall Member experience.
• Identifying and analyzing trends in overall department operations and communicating results with the organization including senior management and Board of Directors.

Qualifications:

• High School Diploma or equivalent
  • Bachelor’s Degree in Business, Hospitality or Related – Preferred
• 3+ years’ experience in People Management in a Call Center required. Community Banking, Financial Services preferred
• Outstanding leadership and management skills, a true passion for service, high-level of patience, tact, superior judgment, and excellent communication skills are necessary
• Experience with large workforce management, schedule adherence, and queue management
• Ability to multi-task, problem solve, and de-escalate situations
• Thrive on being helpful, positive, calm under pressure, and embrace change
• Flexibility to work roughly 40+ hours/week between the following hours:
  • Monday- Friday: 8 AM – 5 PM

At CCU you'll enjoy:

An awesome culture that appreciates hard work and delivers on fun, collaboration, respect, and innovation. Add competitive pay, an annual bonus program and a company that believes in developing our employees to their fullest potential and we're the total package!

CCU offers a comprehensive benefits package. Here’s a sneak peek:

• Multiple plan options for medical and dental, vision coverage, tax-advantaged spending accounts, employee assistance program, tuition assistance, paid parental leave, and more.
• 11 company paid holidays + CCYou Day (flex day that you decide when to use each year)
• Generous paid time off – new hires accrue up to 4 weeks of PTO in the first year!
• FREE basic life, FREE short term and FREE long-term disability insurance. And we have a FREE employee-only fitness center!
• Retirement plans – We've got two of them! A 401k with company matching, and a pension plan that is fully funded by CCU.

More about CCU

We’re Consumers Credit Union (CCU) and our mission is to empower our members to live better lives.

We’re a financial institution just like a bank, except not exactly. Banks have customers, but because we’re a not-for-profit, member-owned credit union, we have members. And because we’re not a bank, we don’t drive up profits just because shareholders demand it. Instead, we focus on driving up member happiness through low loan rates, high deposit rates and low- or no-fee products and services. We focus on things like transparency, simplicity, helpfulness, integrity, positivity and inclusion – and we always put our members first.

In fact, we serve nearly 191,000 members and have over $3 billion in assets. We employ nearly 500 people in the Chicago area and have 16 branch locations in Illinois. We offer access to a national shared branching network, and more than 80,000 surcharge-free ATMs worldwide. And although we’ve been around for over 90 years, we’re just getting started!

Equal Opportunity Employer

CCU complies with the requirements and spirit of the law in the implementation of all facets of equal opportunity in employment. There will be no discrimination on the basis of race, ancestry, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, age, national origin, citizenship, disability, genetic information, military status (including unfavorable discharge from the military), criminal or arrest history (unless job related), crime victim status, or any other protected characteristic in the recruitment, selection, training, utilization, promotion, termination, or any other employment actions or term and condition of employment. CCU complies with applicable state and local laws governing non-discrimination in employment in every location in which CCU has facilities.

We are committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Human Resources team at: HR_Dept@myconsumers.org or 877-275-2228.