Assistant Manager, Member Contact Center Operations Support

SchoolsFirst Federal Credit Union•Tustin, CA

About The Position

We’re always looking for diverse, talented, service-oriented people to join our exceptional team. Assistant Manager, Member Contact Center Operations Support The pay range for this position is listed below. Our pay ranges are built to allow for candidates with various levels of skill and experience to be considered, as well as for room for growth and tenure achieved in a role over time. Typical new hire salary offers fall within the minimum to midpoint of a pay range for many candidates. Any offer extended to a candidate will be based upon their unique set of knowledge, skills, education, and experience as well as internal equity. Pay Range: $97,552.00 - $156,083.00 Scheduled Weekly Hours: 40 What You’ll Be Doing Assists the department manager in administering the overall operation of the Member Contact Center (MCC) in order to ensure that Members receive prompt, accurate, efficient and high quality service over the multiple contact channels offered to the Membership. Assists with the management and oversight of key business systems and providing division support through complex reporting and analytics, automation, process improvements and quality assurance in the MCC division as well as other business units who rely on the Member Contact Operations Support team for scheduling, data or support. Provides oversight of all reports, forecasts and business relationships managed by the Member Contact Operations Support team. Provides active communication of trends, insights, opportunities, etc. to all levels of management inside and outside of the Member Contact Center. Ensures continuous automation, process improvements and quality assurance in the Member Contact Center division. Builds consistency and operational excellence across division business units. Critically evaluates information gathered from multiple sources and reconciles conflicts to ensure accuracy of information. Performs and oversees all testing for MCC, completion of Business Resumption/Hot Files for MCC/Consumer Lending and Chat; plus, all other audit/regulatory for MCC and affiliated ACD groups. Ensures proper maintenance and operation of key business support and decision systems. Works closely with IT and coordinates with internal and external resources to resolve any issues and to upgrade systems as appropriate. Maintains in-depth knowledge of credit union software and Member Contact Center hardware in order to understand existing functionalities and impact of potential changes. Provides division support through reporting and analytics. Ensures that standard reports are created and distributed according to predetermined schedule. Oversees the standardization of reports (such as having dashboards built, etc.) when appropriate. Supports research and resolve the root cause(s) of data quality issues to ensure strong data governance across the division. Maintains strong relationships with systems/process vendors; and assists in overseeing compliance to contract requirements. Assists with division initiatives, testing and projects. Conducts preliminary research for project requests. Defines project scope and objectives, identifies stakeholders, coordinates resource allocations, conducts testing and documents progress in accordance with organizational project management requirements. Assists with the design, documentation, and analysis of business process and rules, workflows, activities, and trends. Ensures gaps between current production / processes and the desired state are identified and presents actionable recommendations for consideration. Stays informed of changing trends within the contact center industry and offers recommendations for change. Additional Job Functions Supervises teammembers directly, including selection, training, performance appraisal and work allocation. Responsible for scheduling staff. Helps establish, communicate and achieve the credit union’s goals and standards, ensuring these are fully communicated to and understood by all department staff. Identifies areas to streamline department and credit union operations. Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises staff. May act in the capacity of the Manager in his or her absence. Performs other duties as assigned Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions

Requirements

High School Diploma or GED required
3-5 years of previous related experience required
1-2 years previous supervisory experience
3-5 years of Contact Center Workforce Analysis relevant experience
Must have working knowledge and understanding of computer software and applications used to support business core systems (Genesys, Optimizer, etc.), report development and analysis (e.g. SQL, Crystal Reports, Excel), and presentation software (e.g. Visio, Dundas, Microsoft BI, and PowerPoint).
Good interpersonal skills and ability to communicate with both technical and non-technical stakeholders
Ability to access, query, analyze, and present data at a detail and summary level
Demonstrated willingness to learn business concepts, processes, and data at an in-depth level

Nice To Haves

Bachelor's Degree preferred

Responsibilities

Assists the department manager in administering the overall operation of the Member Contact Center (MCC) in order to ensure that Members receive prompt, accurate, efficient and high quality service over the multiple contact channels offered to the Membership.
Assists with the management and oversight of key business systems and providing division support through complex reporting and analytics, automation, process improvements and quality assurance in the MCC division as well as other business units who rely on the Member Contact Operations Support team for scheduling, data or support.
Provides oversight of all reports, forecasts and business relationships managed by the Member Contact Operations Support team.
Provides active communication of trends, insights, opportunities, etc. to all levels of management inside and outside of the Member Contact Center.
Ensures continuous automation, process improvements and quality assurance in the Member Contact Center division.
Builds consistency and operational excellence across division business units.
Critically evaluates information gathered from multiple sources and reconciles conflicts to ensure accuracy of information.
Performs and oversees all testing for MCC, completion of Business Resumption/Hot Files for MCC/Consumer Lending and Chat; plus, all other audit/regulatory for MCC and affiliated ACD groups.
Ensures proper maintenance and operation of key business support and decision systems.
Works closely with IT and coordinates with internal and external resources to resolve any issues and to upgrade systems as appropriate.
Maintains in-depth knowledge of credit union software and Member Contact Center hardware in order to understand existing functionalities and impact of potential changes.
Provides division support through reporting and analytics.
Ensures that standard reports are created and distributed according to predetermined schedule.
Oversees the standardization of reports (such as having dashboards built, etc.) when appropriate.
Supports research and resolve the root cause(s) of data quality issues to ensure strong data governance across the division.
Maintains strong relationships with systems/process vendors; and assists in overseeing compliance to contract requirements.
Assists with division initiatives, testing and projects.
Conducts preliminary research for project requests.
Defines project scope and objectives, identifies stakeholders, coordinates resource allocations, conducts testing and documents progress in accordance with organizational project management requirements.
Assists with the design, documentation, and analysis of business process and rules, workflows, activities, and trends.
Ensures gaps between current production / processes and the desired state are identified and presents actionable recommendations for consideration.
Stays informed of changing trends within the contact center industry and offers recommendations for change.
Supervises teammembers directly, including selection, training, performance appraisal and work allocation.
Responsible for scheduling staff.
Helps establish, communicate and achieve the credit union’s goals and standards, ensuring these are fully communicated to and understood by all department staff.
Identifies areas to streamline department and credit union operations.
Complies with all government regulatory policies, internal policies and procedures, audit standards, remains current on and informed of Standard Operating Procedures (SOP) and apprises staff.
May act in the capacity of the Manager in his or her absence.
Performs other duties as assigned
Complies with regulatory compliance and assigned training requirements including but not limited to BSA regulations corresponding to their specific job duties. Failure to do so may result in disciplinary and other employment related actions