Assistant Contact Center Manager

Partner Colorado Credit Union•Arvada, CO

10h

About The Position

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

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
High school diploma or equivalent
Four years call center experience as in customer service field (financial setting preferred)
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

Responsibilities

Assist the contact center manager by helping to oversee the day-to-day operations, as well as staff
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
Communicate effectively the importance of compliance and security policies to ensure contact center is adhering to all requirements
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
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
Responsible for meeting established monthly loan referral goals
Adheres to all policies of the credit union