Contact Center Assistant Manager

VyStar Credit Union•Jacksonville, FL

1d•Onsite

About The Position

The role of Contact Center Assistant Manager is pivotal in ensuring the smooth operation of our contact center. Working closely with the Contact Center Manager, this position assists in overseeing daily operations, ensuring top-notch member service, and achieving crucial performance metrics. The Assistant Manager provides invaluable support and guidance to our contact center agents, cultivating a positive and productive work environment. Additionally, they contribute to the development and implementation of strategies to bolster operational efficiency and customer satisfaction. Maintains a high level of participation within VyStar’s leadership team and promotes reinforcement and support of decisions rendered by the credit union and/or management.

Requirements

High School Diploma or GED is required.
3+ years of experience in sales and/or customer service role is required.
Ability to process accurate transactions and requests.
Must possess and utilize excellent listening skills, verbal, and written communications skills.
Proficient in the use of the Internet and Microsoft Office.
Must have an outgoing personality and a strong desire to help people.
Must be professional in appearance and attitude.
Must be able to handle many tasks in a fast-paced environment.
Must possess strong critical thinking and decision-making abilities.
Must be willing to work a flexible schedule that includes rotations of shifts with peers.
Must be willing to work from multiple contact center locations based within the VyStar footprint.

Nice To Haves

Associate degree preferred.
Experience leading a team of direct reports is preferred.
Contact Center and/or financial institution experience preferred.
Candidates with 3+ years of experience and successful completion of an interim leadership or temporary supervisory assignment will be considered.

Responsibilities

Assists in managing day-to-day contact center operations, including call handling, email responses, chat support.
Supervises and supports contact center agents (ranging between 10-20 team members), offering coaching, feedback, and training to optimize performance.
Coaches, counsels, mentors, develops, and evaluates performance for a team of specialists to achieve expert customer service levels and achieve department goals. Gives continuous feedback to ensure employees are meeting and exceeding goals.
Collaborates with the Contact Center Manager to develop and implement strategies for improving efficiency and service quality.
Monitors key performance metrics, identifying areas for improvement and implementing action plans.
Handles escalated customer inquiries promptly and effectively to ensure satisfaction.
Assists in policy development to ensure compliance and consistency in service delivery.
Generates reports and provide updates on contact center performance to management.
Fosters a positive work environment, promoting teamwork and employee engagement.
Stays updated on industry trends and best practices in contact center management.
Exercises great judgment and discretion within well-defined limits and works with relative independence to accomplish tasks.
Resolves member problems independently and escalates more complex concerns.
Works cooperatively in a team environment with the ability to balance between individual, team, and key business priorities.
Performs other duties as assigned.
All employees and business units, as first line of defense, are expected to proactively help identify, assess, manage, and report risks within their domain of work. To enhance a healthy risk culture and support our growth for good pillar, employees will maintain vigilance in safeguarding our operations while ensuring compliance with regulatory mandates. The Risk team serves as the second line of defense by providing risk oversight and credible challenge whereas the Audit team serves as the third line of defense by providing risk assurance.
Incumbent is expected to demonstrate each of the following VyStar Excellence behaviors in performing the duties and responsibilities of their job.
Focus - Focus your full attention by carefully listening to and observing your client or member.
Connect - Consistently be friendly and approachable. Demonstrate you care.
Understand - Listen empathetically and ask questions. (70%/30%)
Counsel - Recommend solutions based on your client’s or member’s needs and objectives.
Advance - Ensure that member's expectations were exceeded. Verify necessary follow-up action.