4 Assistant Manager, Member Contact Center Jobs in St. Louis, MO

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Assistant Manager, Member Contact Center

Together Credit Union

St. Louis, MO | Full Time

$65k-86k (estimate)

3 Weeks Ago

Assistant Store Manager, Visual - South County Center

Forever 21

St. Louis, MO | Full Time

$56k-83k (estimate)

2 Weeks Ago

Assistant Office Manager - State Farm Agent Team Member

Jeremy Mast - State Farm Agent

St. Louis, MO | Full Time

$94k-138k (estimate)

1 Month Ago

Assistant Office Manager - State Farm Agent Team Member

Scott Holdridge - State Farm Agent

St. Louis, MO | Full Time

$94k-139k (estimate)

4 Months Ago

Assistant Manager, Member Contact Center

$65k-86k (estimate)

Full Time 3 Weeks Ago

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Together Credit Union is Hiring an Assistant Manager, Member Contact Center Near St. Louis, MO

Job Summary
Job Summary
The Assistant Manager, Member Contact Center is responsible for developing high performing contact center team members, ensuring operational efficiency, meeting member needs through needs-based cross selling, and providing a superior member experience through various modalities. This position will provide a balance of both accountability and a positive team culture.

Job Responsibilities
The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks other than those specifically stated in this description.

Provides day-to-day coverage and leadership through coaching, guidance, and motivating team members, to include conducting interviews, providing ongoing training, leading regular staff meetings, and 1:1 coaching including providing timely feedback, evaluations, and performance counseling.

Assists members and staff with any procedures, inquiries, or problems.
Maintains a visible presence and is available to team to answer questions, monitor calls and queues and give ongoing feedback.
Educates agents and members in need-based cross selling that enhances the member’s relationship with the Credit Union through various channels to include voice, email, video teller machine (ITM), and live chat.
Manages attendance, timecards, and time off submissions accurately and within policies.
Assures efficiency of department operations by monitoring agent productivity, organizing and directing daily activities, preparing staffing schedules to the needs of the business and adjustments to shrink.
Directs all activity to the achievement of department key performance indicators (KPI) and goals, including average handle time (AHT), service levels, wait times, rollover, etc.
Coaches agents to high standards and delivery of excellent member service as measured by call quality, member surveys, first contact resolution, complaint and escalation resolution.
Exercises quality assurance (QA) and call playback coaching sessions with agents on a regular basis.
Maintains high level of knowledge and understanding regarding the features and benefits of Credit Union products and services.
Responds or delegates the resolution of member questions and concerns received through the internet, overflow contact center, direct mail, or messages left for department after hours.
Ensures compliance with regulations, Credit Union guidelines, and policies; balances operational controls to minimize risk to include daily ITM balancing and transaction review.

Required Qualifications

An equivalent combination of education, training, and experience will be considered.
High school diploma
Minimum of 5 years of related professional experience
Minimum of 1 year management experience
Bachelor’s degree in communications, business management or a related field preferred

Knowledge, Skills, and Abilities (KSA’s)

A representation of the knowledge, skills, and abilities necessary to perform this job competently.
Skilled in needs-based selling.
Knowledge of system and operations in all areas of service delivery including but not limited to online services and payments, bank-by-phone, card servicing, contact center platform, branch services, consumer and real estate lending.
Subject matter expertise in contact center applications and accesses to include of queues, phone system, ITM, and reporting functions.
Knowledge of applicable laws and regulations, including but not limited to, the Bank Secrecy Act (BSA), the Patriot Act, and the Office of Foreign Assets Control (OFAC).
Ability to multitask and stay organized.
Proficient with basic computer software.
Excellent interpersonal, problem-solving, and leadership skills
Ability to stay calm in stressful situations and meet strict quotas.

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.
Hybrid remote and in-office setting; general office environment when in-office

Physical Abilities
The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Ability to work at a computer in a stationary manner up to 8 hours daily.

Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.