Service Center Assistant Manager – Call Center
Employment Information
Job Description
Manage call center operations focusing on member service and team development. Ensure quality standards are met while coaching staff and conducting performance evaluations.
Responsibilities:
- Assist in and manage the operations and staff of the call center both inbound and outbound calls
- Ensure quality service to the members and enhance their financial relationships with the credit union
- Coaches and trains call center agents regarding sales and servicing techniques
- Educates external members regarding products and services
- Uses AAA to excel in member experience while leveraging our Products and Services
- Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development
- Assists agents in resolving problem accounts / escalations
- Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met
- Assists in the budget and departmental planning sessions driving innovation / improvements across the department
- Performs audits to ensure compliance requirements are met
- Holds approval authority in making business decisions related to call center agents supervised.
Requirements:
- Three years of similar or related experience
- Two-year college degree or completion of a specialized course of study at a business or trade school or equivalent
- Basic computer operating skills
- Advanced skills in Microsoft Office (Outlook, Word, Excel)
- Must have a good knowledge and confidence in working with Symitar.
- Type a minimum of 35 words per minute
- 10-Key experience
- Thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions.
Benefits:
- fun employee activities
- exciting charity events
- inclusive work environment
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