Contact Center Assistant Manager
About The Position
The Contact Center Assistant Manager will assume responsibility for the effective and professional completion of Contact Center Representative functions. This role involves supervising the workflow of daily routine operations, assisting in directing staff, and scheduling staff to ensure efficient workflow and high service levels. The Assistant Manager will also complete research, resolve documentation errors, offer overrides for difficult transactions, and work closely with the Contact Center Manager in overseeing staff performance. Additionally, they will provide information to members on various account-related topics and ensure effective coordination and working relationships with personnel and management. The employee is responsible for adhering to all company policies, rules, regulations, and training materials.
Requirements
- Completion of Contact Center Representative functions.
- Supervision of daily routine operations workflow.
- Direction of staff in daily work efforts.
- Staff scheduling for efficient workflow and high service levels.
- Research and resolution of documentation errors or discrepancies.
- Providing overrides for difficult transactions.
- Overseeing staff performance in conjunction with the Contact Center Manager.
- Providing information to members on accounts, payments, interest rates, vehicle valuations, loan options, savings programs policies, and procedures.
- Routing calls to necessary personnel.
- Establishing and maintaining effective coordination and working relationships with area personnel and management.
- Adherence to all company policies, rules, regulations, and training.
- Adherence to all provisions of the Company's handbook(s).
Responsibilities
- Assumes responsibility for the effective and professional completion of Contact Center Representative functions.
- Supervises the workflow of daily routine operations.
- Assist in directing staff in their daily work efforts.
- Helps to schedule staff to ensure efficient workflow and high service levels are met.
- Completes research and resolves documentation errors or discrepancies.
- Offers overrides related to difficult transactions.
- Works closely with the contact center manager in overseeing staff performance.
- Provides information to members on accounts, payments, interest rates, vehicle valuations, loan options, savings programs policies, procedures and routes calls to necessary personnel.
- Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.
- Assumes responsibility for related duties as required or assigned.
- Strictly adhere to all policies, rules and regulations, and training that have been or that may hereafter be established by or applicable to Company for the conduct of its employees, and further, Employee shall strictly adhere to all the provisions of the Company’s handbook(s).
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
