Assistant Contact Center Manager Job at CASE Credit Union
POSITION PURPOSE
Responsible for all aspects of day to day incoming contact center operations, implementing and reviewing contact center policies and procedures, developing and monitoring quotas for service volume and timeliness including chat, IUO, online account opening, home banking and all member correspondence as directed by the Contact Center Manager. Ensures that established procedures are followed. Responsible for coaching, mentoring and managing the Contact Center staff. Also ensures that all contact center performance goals are met while providing exceptional quality member service. Keeps Management informed of area problems and activities.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for effectively overseeing the Contact Center and Member Relations Representatives.
a. Ensures that operations further the Credit Union strategic plan and are in accordance with established polices and procedures.
b. Maintains and improves member experience by monitoring system performance, identifying problem areas and assisting in resolving and implementing changes.
c. Ensures that all member questions and complaints are resolved in a timely manner.
d. Completes research and resolves documentation errors or discrepancies on complex member problems.
e. Ensures that Contact Center operations further Credit Union strategic plans and are in accordance with established policies and procedures and with legal and regulatory requirements.
f. Monitors the financial performance of the Contact Center and ensures that established budgets are met.
g. Supervises and assists with member service functions.
h. Ensures the Quality of Communication (Written and Verbal) meet expected standards.
i. Maintains and projects the Credit Union’s professional reputation. Maintains privacy of member account information.
j. Implements the changes to established policy and procedures within the department.
k. Ability to diffuse difficult member situations.
l. Continually seeks ways to improve e-solutions, communication, and productivity, to meet established goals.
m. Approves all sick leave, vacation, overtime, and time cards for each department employee. Keeps accurate payroll and attendance records.
2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management.
a. Completes contact Center statistical reports.
b. Keeps supervisor informed of area activities and significant problems.
c. Attends and participates in meetings as required.
d. Ensures department goals support Credit Union-wide goals and objectives.
e. Monitors staff interactions with members.
f. Develop and implement training strategies for employee development.
3. Assumes responsibility for establishing and maintaining professional business relations with members and trade contacts.
a. Ensures that requests and questions are promptly resolved.
b. Ensures that deadlines are met.
c. Promotes goodwill and a positive image of the Credit Union.
4. Effectively supervises Contact Center personnel, ensuring optimal performance.
a. Accomplishes Contact Center human resources objectives by delegation, motivation, orienting, selecting, coaching, counseling, and disciplining employees. Also administers schedule systems, communicates expectations, plans, monitors, apprises, reviews job contributions, reviews compensation and enforces polices and procedures.
b. Oversees activities of Contact Center/eServices Representatives.
c. Identifies, develops, and implements training programs as appropriate. Ensures that Contact Center reps are thoroughly trained in all Credit Union products and services.
d. Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.
e. Ensures that staffing levels are appropriate. Assists in interviewing and assigning new personnel as necessary.
5. Assumes responsibility for the effective administration of Department functions.
a. Provides and models organizational leadership and influence in ensuring optimal performance and enabling teams to succeed in the organizations.
b. Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
c. Prepares periodic Department activity reports and makes recommendations to management for improvements.
d. Ensures that adequate supplies, forms, and equipment are available for personnel.
e. Institutes prudent safety measures.
QUALIFICATIONS
EDUCATION/CERTIFICATION: High school graduate or equivalent, and pursuing business related or management coursework. Work experience will be taken into consideration.
KNOWLEDGE: Understanding of the Credit Union philosophy.
Knowledge of financial institution services, products, and policies.
Understanding of industry trends, reporting and analysis.
Understanding of related legal and regulatory requirements.
Familiarity with Contact Center functions, policies, and procedures.
EXPERIENCE PREFERRED: Two years or more of experience in a supervisory role, including operations, community involvement, and business development.
SKILLS/ABILITIES: Strong verbal and written skills.
Strong interpersonal, leadership, and supervisory skills.
Well organized and able to handle multiple projects.
Ability to operate related computer applications and related business equipment.
Effective problem solving skills.
Attention to detail.
Ability to maintain an effective and efficient work flow.
Project Management
Ability to forecast market trends
Exceptional communication, presentation, problem solving and analytical skills.
Member Focus
Maintain an effective work flow utilizing member’s feedback.
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