Member Contact Center Manager Gulfport 5177
On-site · Gulfport, Mississippi, United States
Job Summary
Lead the daily operations of the Member Services team within the Member Contact Center to deliver exceptional member experiences while achieving established service, quality, productivity, and operational performance goals. Reports to the VP of MCC and collaborates with other departments to ensure seamless operations and member satisfaction. Responsibilities include supervisory duties across recruitment, onboarding, training, performance evaluation, and coaching; driving call center performance against service level agreements, quality, and satisfaction targets; monitoring and analyzing metrics; ensuring regulatory compliance (including BSA and OFAC); coordinating with other departments to address member inquiries and escalated issues; leveraging the call center platform for routing, scheduling, and reporting; developing business plans to support the organization’s strategic goals; contributing to disaster preparedness and recovery efforts; and performing other duties as assigned.
Required Qualifications
- Bachelor’s Degree in related field or equivalent combination of education and experience which demonstrates the ability to perform the functions of the position preferred
- Minimum of 5 years of experience in call center leadership, preferably in the financial services industry
- Advanced Knowledge and understanding call center performance targets
- Exceptional problem-solving and decision-making abilities
- Strong critical, analytical and data-driven mindset, with the ability to interpret and utilize call center metrics
- Excellent verbal and written communication skills
- Ability to adapt to a fast-paced and dynamic environment
- Interpersonal Skills: professionalism, courtesy, cooperation, service orientation
- Computer Skills: Proficient with Microsoft Office (Word, Excel, Outlook, Teams)
Additional Requirements
- WE CURRENTLY DO NOT SPONSOR WORK RELATED VISAS
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