Assistant Contact Center Manager

Description

SUMMARY DESCRIPTION

The contact center assistant manager assists the contact center manager by helping to oversee the day-to-day operations, as well as staff. This includes developing, implementing, and maintaining high quality and superior member service. Manage sales referral goals of the department. Provide staff with opportunities to develop skills and career pathing. Promote an environment where members are treated professionally and with respect. Able to communicate effectively the importance of compliance and security policies to ensure contact center is adhering to all requirements. 

CORE COMPETENCIES

• Ensure completion of departmental tasks.
• Ensure calls, chats, and videos are answered in a timely manner.
• Monitor/coach member engagements for quality control.
• Ensure all positions are adequately staffed.                                                    
• Train and retrain staff as necessary. 
• Advise direct report of repetitive issues and resolve.
• Monitor branch morale to ensure it is reflective of culture.
• Coach, counsel, motivate and evaluate staff. Monitor and schedule vacations. Ensure only one staff member is on vacation at a time.
• Coach monthly on performance.
• Coordinate completion of special projects, utilizing staff as necessary.
• Perform functions of staff as necessary due to demand or absences.                                  
• Promote and Cross-sell products and services via member engagements
• Perform necessary loan document maintenance, file and computer maintenance and loan tracking.
• Must be flexible in working hours that are most convenient in covering member needs and/or demand, which can be early evenings and Saturday mornings.
• Perform all other duties as requested
• Understands the Partner Contact Center Goals.
• Understands the Partner Sales Philosophy.
• Understand the Members Relationship Cycle and the importance of retaining members.
• Demonstrates a high level of product and service expertise.
• See the “Big Picture” of member retention and organization growth.
• Offer alternatives to members and create “win-win” situations.
• Identify solutions and do the right thing, making sound decisions in resolving account problems and issues.
• Serve the members’ timely, always going the extra mile to make experience fulfilling and satisfying for the member.
• Understands current business and industry trends.
• Be prompt and always follow through with members’ either verbal or otherwise.
• Be aware of competition weaknesses- use to credit union’s advantage.
• Responsible for meeting established monthly loan referral goals.
• Adheres to all policies of the credit union.

Requirements

KNOWLEDGE, SKILL AND ABILITY

• Excellent verbal and written communication skills.
• Excellent interpersonal and member service skills.
• Strong conflict management skills.
• Strong supervisory and leadership skills.
• Ability to work projects in between calls, chats, and videos without compromising quality of either function.
• Ability to identify competitor’s strengths and weaknesses, and uses the information in selling products.
• Displays product and service knowledge, using effective selling techniques.
• Displays positive and upbeat attitude within department with regard to sales goals.
• Proactively seeks training to upgrade both knowledge and technique.
• Displays proficiency in the use of technical systems.

EDUCATION OR FORMAL TRAINING

High school diploma or equivalent

EXPERIENCE

Four years call center experience as in customer service field (financial setting preferred)

WORKING ENVIRONMENT

The physical demand described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth vision, and the ability to adjust focus. 

• Effective and efficient phone communication skills.  
• Ability to identify competitor’s strengths and weaknesses, and uses the information in selling products.
• Displays product and service knowledge, using effective selling techniques.
• Displays positive and upbeat attitude within department with regard to sales goals.
• Proactively seeks training to upgrade both knowledge and technique.
• Displays proficiency in the use of technical systems.

Salary : $68,955