Manager - Contact Center Operations

Tdecu - Sugar Land, TX

Full-time - Manager

Sugar Land, TX

About the position

The Manager of Call Center Operations at TDECU is responsible for leading a team that oversees the operational performance of various call center systems, ensuring effective staffing levels, workforce planning, and real-time management of incoming call volumes. This role requires strong analytical and leadership skills, effective communication, and the ability to work independently in a fast-paced environment, focusing on improving the member journey and achieving key performance indicators (KPIs).

Responsibilities

• Lead and develop a team of workforce planning and call center operation specialists through mentoring and coaching.
• Remove barriers or pain points along the member journey, particularly in connecting with member care via IVR or Specialist desktop.
• Provide day-to-day oversight of Call Center Operations to ensure each line of business meets daily, weekly, and monthly KPIs.
• Own accurate forecasting of contact center volumes and required staff through workforce adjustments and soft time management.
• Ensure the CCO team provides timely first-level technical support to all frontline staff.
• Administer long-term workforce planning, including shift bids, holiday bids, and annual vacation bids.
• Administer the Five 9 / Verint Workforce Management system.
• Coordinate the training and scheduling of all personnel, ensuring proficiency in real-time operations.
• Integrate closely with the Director of Call Center Operations on routing strategy and logic for efficient agent utilization.
• Analyze daily call center scorecard metrics to determine performance and prepare corrective actions and continuous improvement recommendations.
• Collaborate with Training and Development teams to coordinate upskilling training for adequate support coverage.
• Ensure call center leadership is aware of all service-impacting issues and actions taken to correct performance.
• Maintain and communicate overtime plans, operational action plans, and staffing adjustment processes.
• Serve as a subject matter expert for call center reporting of contact center metrics.
• Partner with the VP of Servicing and the Director to develop operational budget plans to meet performance and financial objectives.
• Implement comprehensive contact strategies leveraging omni-channels such as predictive dialer, email, chat, and SMS.
• Develop and implement workforce management strategies to optimize staffing levels, scheduling, and resource allocation.
• Utilize advanced forecasting and scheduling tools to ensure efficient call center operations.
• Monitor and analyze workforce performance metrics to identify areas for improvement.

Requirements

• Bachelor's degree in a related field or equivalent mix of education and experience preferred.
• Five years of experience in integration services, reporting services, business documentation, and T-SQL systems.
• Prior supervisory/management experience preferred.
• Previous experience in Call Center Operations, Customer Service, Collections, or related fields preferred.
• Five years of experience in Analysis Service and financial institution preferred.
• Advanced experience using MS SQL, Power BI, and Excel is required.
• Experience using and managing contact center software for inbound, outbound, blended, or multi-channel operations.

Nice-to-haves

• Knowledge of Python for scripting is preferred.
• Knowledge of SSIS and its capabilities is preferred.
• Knowledge of T-SQL and ANSI SQL stored procedures with multiple parameters.
• Microsoft Azure experience is preferred.
• Experience with decision sciences, predictive analytics, decisioning strategy, and operational integration.
• Experience with Experian's Power Curve Customer Management system is a plus.

Benefits

• Dynamic hybrid work arrangement requiring three days on-site work.