Assistant Manager - Contact Center

JOB DESCRIPTION

ASSISTANT MANAGER, CONTACT CENTER

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SUMMARY:

Working under the guidance and direction of the Contact Center, the Assistant Manager will work towards learning how to effectively manage Contact Center and Online Account Opening operations and staff, including department goals, recommending procedures, quality of the Member experience across all contact channels, coaching and corrective actions. This position directs, supervises, and evaluates workflow for the Contact Center and Online Account Opening, provides process-specific feedback to enhance the efficiency of the department, monitors the performance of staff according to established standards and conducts performance evaluations, training and coaching of the staff. Communicates effectively with Members, designated service providers and colleagues at all levels to provide exceptional service.

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ESSENTIAL DUTIES AND RESPONSIBILITIES:

•  Manages all functions of the Contact Center operations, including adequate staffing levels and staff development.

•  Positive team leader responsible for ensuring all Contact Center Member Experience Representatives (CCMER) are providing an exceptional Member experience through observations, coaching, reviewing department activity reports, and monitoring team contacts with Members across multiple channels. Exercises discretion and uses independent judgement.

•  Ensure department CCMER staff adheres to all of Island’s policies, compliance requirements, and security measures. Including all security and compliance guidelines, audit requirements and security procedures.

•  Assists in the development and training of staff, including performance reviews, giving constructive feedback, and administering correction action processes.

•  Ensures exceptional Member service to all external and internal Members to foster and capture the credit union culture.

•  Supports ongoing marketing strategies, plans, contests, promotions, and focuses.

•  Suggests changes in products, policies, and procedures that would enhance Member satisfaction, revenue, security, or operational efficiency.

•  Follows established audit, security, and compliance guidelines to protect the staff, company assets, and Members from harm or loss.

•  Works with Contact Center Member Experience Manager to develop, update, and maintain an annual budget for the department.

•  Operates within the department budget and manages controllable components of expenses for the Contact Center.

•  Accommodates flexible work schedule to meet department needs, including evenings and weekends. Provide coverage at other branch locations, as needed.

•  Knowledgeable on all of Island’s products, services, processes, as well as industry standards

•  Compiles data and generates accurate, reliable reporting for Management including senior management, banking regulators, and auditors.

•  Serves as a subject matter expert and escalation point for staff and Members regarding all Member service inquiries and requests.

•  Acts as administrator for Contact Center and Online Account Opening software. Creating new products and adjusting workflows to enhance the efficiency of the department.

•  Completes projects as assigned.

•  Performs all other duties as assigned.

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REQUIREMENTS:

• An associate degree or equivalent experience with specialized training in appropriate areas.

• 2-3 years working in a financial institution, preferably in a Credit Union setting.

• 2-3 years supervisory experience preferably in a Contact Center setting.

• NMLS Registration

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COMPENTENCIES:

• Excellent written and oral communication skills.

• Excellent organizational skills.

• Ability to prioritize, pay close attention to detail, and coordinate various activities simultaneously.

• Ability to work independently of supervision.

•  Proficiency in Office 365 suite including Word, Excel, Outlook, and Microsoft Teams.