Assistant Manager, Contact Center

Municipal Credit Union • New York, NY

14h

About The Position

The Member Contact Center Assistant Manager provides leadership, oversight, development, coaching and training of a high performance team of contact center member service representatives to ensure a first-call resolution response while continually providing an excellent member service experience. Maintain effective oversight and leadership in a high volume contact center environment.

Requirements

• Demonstrated success in planning, organizing, leading people and activities.
• Ability to motivate, direct and coach staff.
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
• Technologically proficient.
• Excellent interpersonal, oral and written communication skills.
• 3-5 years’ Call Center experience required.
• Ability to multi-task; good time management skills.
• Ability to work well under pressure.
• Ability to demonstrate critical thinking.
• Excellent research and problem-solving skills.
• Flexibility to work any shift, including early mornings, evenings and Saturdays.
• Proficiency in Microsoft Office Suite.
• Highly ethical.
• Proven ability to manage change
• Capacity to take calculated risks and innovate
• Experience in setting vision and strategy
• Lead by example and encourage team in developing adaptability
• Successful in communicating effectively
• Prioritizes developing others
• Thinking that values diversity and difference
• Proven ability to build and maintain relationships at all levels of the organization
• Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work

Nice To Haves

• Banking experience preferred.
• Previous Call Center management/leadership/supervisory experience preferred.
• Previous sales experience preferred.

Responsibilities

• Responsible for leading, supervising, and managing a team of 12 – 15 call center representatives to ensure effective and efficient member service in a high volume first call resolution environment.
• Observe, monitor, and coach contact center MSR’s to provide a premier member experience.
• Schedule, assign, and coordinate proper coverage of call volume based on skill set and routing.
• Handle all escalated member calls from level, 2, 3 and 4 agents along with all escalated calls from third party service providers.
• Drive employee engagement through leadership approved recognition programs, feedback, team building activities and professional development plans.
• Collaborate with our Learning and Development Team to ensure effective new hire onboarding, upskilling and cross training programs.
• Manage ticketing and response process for third party vendors, member communication channels, and digital experience channels to ensure timely response and handling of member requests.
• Identify trends based on communication channels and make recommendations for process improvements, system changes, or other adjustments to ensure a strong member experience.
• Work closely with areas (Loan Servicing, Cards Services etc.) to locate and correct gaps in the member and/or employee experience.
• Meet and exceed critical KPI’s for success of contact center, including but not exclusively (Average Speed to Answer, Adherence, QA Scoring, Account Referrals, Loan Referrals)
• Assist with the design and execution of strategies to increase member referrals from the Member Contact Center Service Team to our sales teams.
• Evaluate knowledge gaps in agent performance and develop policies, procedures, and guides to assist with improving member experience.
• Hire, Onboard, Train, and Coach MSR’s to ensure consistent performance and member experience.
• Conduct side-by-side or silent listening to MSR live calls to evaluate performance and manage member experience through on-the-call and on-the-spot coaching.
• Conduct call calibration sessions with MSRs and QA using recorded calls. Ensure at minimum 5 per team member per month.
• Act as a resource to agents regarding procedural, process, or risk related issues.
• Provide regular reporting to agents and management on team performance to KPI’s.
• Provide regular one-on-one’s for agents to ensure consistent performance and appropriate performance management.
• Prepare annual performance appraisals for MSR’s.
• Provide back up support to MSR queues during high volumes as needed.
• Perform other related duties as requested and special projects as assigned

Benefits

• Medical, vision, dental, life, and disability insurance
• flexible paid time off
• 11 paid holidays annually
• 401(k) with an 6% employer match per pay period

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed