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Manager, Outbound Member Engagement

Oct 23, 2021

Company: Coast Capital Savings Federal Credit Union

Location: British Columbia (CA-BC), Surrey 

Job Type: Full Time 


Building Better Futures Together


What’s the job?

The Manager, Outbound Member Engagement is a strategic role leading leads a team of Outbound Advice Centre Representatives focused on improving member financial well-being. This role will own the relationship with Coast’s ever-growing digital member base. This role will build a highly engaged team of motivated sales representatives, driving productivity and achieving member engagement goals. The role requires you to have the ability to focus and deliver on multiple, high priority responsibilities. You will develop and execute Advice Centre operational strategies by conducting needs-assessments, performance reviews and capacity planning. You will develop metrics and KPIs to evaluate service delivery, quality of training and implementation to meet business objectives. Leading a high performing team, you will build and continue enhancing the Outbound member experience. The Manager, Outbound member Engagement will be the technical expert for the dialer, combining technical expertise with business acumen to execute and bring to life Coast Capital’s outbound contact strategy, positioning and engaging their team to understand and act on priorities 


What you’ll get to do:

  • Leads and represents the voice of the outbound Advice Centre team, collaborating on initiatives with various stakeholders to influence and contribute to successful project outcomes. Ensures opportunities are highlighted and all risk management standards and quality of service performance standards are maintained.
  • Acts as a technical SME for outbound technologies, applying various strategies for maximizing connections with members.
  • Works as part of a team, collaborating with stakeholders to develop and execute on strategies and plans that will lead the team to success and meet business objectives. Removes obstacles for the team by communicating issues and initiating follow up with other teams, branches, departments and management as necessary.
  • Uses critical thinking and problem solving to structure workflow, schedules, and resource availability to maximize the ability to meet member needs. Reviews and streamlines processes and procedures as needed to ensure the team is focused on delivering financial wellbeing while meeting service and sales targets.
  • Utilizes technology to monitor performance and identify development opportunities for the team. Leads the development of performance standards, sales targets, and quality monitoring tools to support the integrity of performance management.
  • Through effective team and individual coaching sessions guides staff to provide simple financial help to our members in all aspects of their financial well-being.
  • Establishes, manages and maintains awareness of Coast Capital Savings in the local community and among professional networking groups, demonstrating Coast's brand positively.
  • Addresses escalated member complaints and inquiries, as required to deliver timely and effective member experience and business outcomes.
  • Accountable for overall results and consistently achieves and strives to exceed mutually agreed-upon operational and functional objectives.
  • Proactively identifies potential gaps in Advice Centre outbound performance and establishes quality and efficiency standards with ongoing review to ensure that these standards are measured on an ongoing basis to ensure effectiveness.
  • Utilizes knowledge of dialer systems and analytical background to proactively collaborate with stakeholders i.e. Marketing and EA to identify and procure leads lists and then manage the team resources to effectively reach out to and expand target areas.
  • Maintains and improves Advice Centre operations by monitoring system performance, analyzes data to identify process improvements, provide insights and make recommendations to the Advice Centre Senior Leadership team to improve effectiveness and efficiencies within the outbound Advice Centre.
  • Maintains up-to-date knowledge of industry developments and involvement in networks, contributing information and analysis to organizational strategic plans and reviews.
  • Provides leadership, direction, coaching and support to the team by setting and collaboratively achieving organizational objectives, reinforcing best practices through setting individual goals, evaluating performance, and providing frequent feedback.
  • Accomplishes human resource objectives by selecting, orienting, training, coaching, communicating job expectations, managing performance and engaging employees.
  • Assists in developing annual capital and operating budgets for the Outbound Advice Centre. Effectively manages controllable expenses


 Although work from home is required in the short-term, options to work from an office location and/or continue to work from home in the medium to long-term are under review.



Who are we looking for?


  • Proven track record managing and leading a team of call centre agents. Experience in a target driven outbound environment an asset. Experience with dialer technologies and application of data strategies Working knowledge of credit and investment required.
  • Completion of post-secondary education, preferably a University Degree in a related discipline is preferred. Alternatively, varying combinations of education and experience will be considered. IFIC Mutual Funds License will be an asset.
  • Strong analytical capabilities and advanced business acumen
  • Proficient in MS Office, especially Excel and PowerPoint
  • Advice Centre technology expert with at least 2 years’ experience of dialer management and planning, preferably within a sales environment.
  • Knowledge of financial products/services.

At Coast Capital, we value diversity, equity and inclusion. We’re not all the same and we like it that way. We don’t just accept differences - we celebrate, support, and we thrive on them for the benefit of our employees, our members, and our community. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. We believe, the more inclusive we are, the better our work will be.

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