CONTACT CENTER ASSISTANT MANAGER

Contact Center Assistant Manager

The Credit Union is interested in hiring a Contact Center Assistant Manager. The Contact Center Assistant Manager is responsible for supporting the Contact Center Manager in the administration and supervision of all Contact Center activities within established guidelines. The Contact Center Assistant Manager will support the Contact Center Manager to ensure that APEX goals for Achieving Performance Excellence are met for their office.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Member Experience

Responsible for overseeing the experience of members across all non-member facing channels; telephone, email, secure Message Center. Develops an understanding of members’ needs and expectations, ensures that products and services are offered that address those needs and expectations and ensures that staff do the same. Ensures staff are adhering to performance standards set for handling incoming and outbound calls, emails and the secure message center. Works with the Contact Center Supervisor/Manager to identify areas of member service improvement and inconsistencies.

Staff & Team Development

Develops staff skills and expertise by setting clear expectations, objectively assessing competencies and delivering performance evaluations. Holds staff accountable by providing coaching and mentoring for improvement. Coaches staff appropriately through monthly quality control evaluations and live call monitoring. Takes constructive action with handling difficult employee situations; partnering with HR appropriately. 

Responsible for assisting in the training and mentoring of new employees.

Manages staffing requirements to effectively plan for peak call volume; provide direction to employees to ensure optimal usage of time during heavy volume, and make proper use of time during times of low call volume. Ensures operations run efficiently and economically while maintaining high morale.

Provides coaching through consistent ongoing routines. Develops specific, measurable, attainable, realistic, and timebound (SMART) action plans at every APEX routine to assist direct reports in achieving their individual performance goals. Follows up on previous action plans with direct reports weekly to ensure action plans are completed. Ensures completion and storage of all required documentation per APEX Routine standards.

Operational Excellence

Ensures quality and accuracy of work, and executes department controls in an effective and timely manner. Balances risk mitigation and procedural accuracy with the member expectations; makes exceptions appropriately. Ensures staff demonstrate operational expertise and understanding of policies, procedures and risks. De-escalates challenging member interactions. Utilizes tools to monitor staffing levels and increase efficiency as appropriate while maintaining service levels. 

Performs all duties in accordance with Credit Union policies, procedures, regulatory compliance, security and protocols. 

Influence & Credibility

Leads by example as an active part of the Contact Center team. Takes personal ownership and accountability for their performance and that of their team.

Follows through on tasks and assignments while managing time and priorities effectively while demonstrating flexibility. Expresses ideas well and clearly by using professional written, verbal and electronic communications. Expected to meet all due dates and timelines as assigned.

Fosters relationships as an active member of the community while representing the Credit Union.

Decision Making

Makes decisions dependably and consistently in alignment with the values and standards of the Credit Union. Focuses on performance and development goals and uses planning to drive results. Draws on knowledge, experience and insights and recommends solutions when problems or issues arise. Thinks ahead in order to act on future opportunities and challenges.

Miscellaneous

Performs functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to members and co-workers. May perform teller/member service/manager duties when necessary. 

Oversees the Contact Center area of the building. Ensures a professional appearance; office machinery and furniture are in good condition and in working order.

Responsible for approving loans according to policies established by the Board of Directors. Performs Loan Originator duties under Regulation Z by taking applications, and assists a member in obtaining or applying to obtain a loan.

Equal Opportunity Employer Veterans/Disabled.