Product Manager leading Client Identity and Access Management strategy execution at KeyBank. Focused on fraud prevention and client protection in the Branch & Contact Center channels.
About the role
- Contact Center Supervisor responsible for team performance and customer service excellence at Christian Care Ministry. Leading a team of Member Service Representatives to ensure quality service delivery.
Responsibilities
- Prays with internal/external customers and actively demonstrates biblical leadership values
- Supervises team of Member Service Representatives by demonstrating successful continuous improvement performance techniques
- Supports the operation by effectively communicating, demonstrating, inspecting, and enforcing job expectations (i.e. daily huddles, monitoring requirements, employee coaching techniques, continuous improvement methodology, policy and procedure enforcement)
- Monitors, reviews, and provides regular individualized feedback to staff in the areas affecting the quality and quantity of work.
- Communicates in a kind, clear, and concise manner that supports positive intent
- Uses contact center data to determine if team members are performing in acceptable ranges and reward or correct behavior as needed
- Keeps consistent documentation of performance feedback to staff via 1-on-1 meetings weekly, monthly, and normal review cycles
- Briefs immediate manager regularly on issues or opportunities revealed through customer interactions and provides recommendations for sustained resolution
- Regularly reviewing and analyzing statistical reports on agent activity, call volume, types of calls and manage accordingly
- Maintains a complete understanding of, and have the ability to apply the CCM guidelines relating to member issues
- Contribute to the exercise and expression of the Ministry’s Christian beliefs
- All other duties as assigned
Requirements
- HS Diploma/GED and 3-5 years of customer service related experience required; Bachelor’s degree in business or related field preferred
- Priority will be given to candidates with prior leadership experience in a customer service/contact center environment
Benefits
- 100% paid Medical for employees/99% for family
- Generous employer Health Savings Account (HSA) contributions
- Employer-paid Life Insurance (3x salary) and Long-term Disability Insurance
- 6 weeks of paid parental leave (for both mom and dad)
- Dental - two plans to choose from
- Vision
- Short-term Disability
- Accident, Critical Illness, Hospital Indemnity
- 401(k) – up to 4% match on ROTH or Traditional contributions
- Generous paid-time off and 11 paid holidays
- Wellness plan including Financial, Occupational, Mental/Spiritual, and Physical health incentives up to $50/mo
- Employee Assistance Program including no cost, in-person mental health visits and employee discounts
- Monetary Anniversary Awards Program
- Monetary Birthday Awards
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