Contact Center Assistant Manager

Directions Credit Union • Toledo, OH

3d

About The Position

The Contact Center Assistant Manager assumes responsibility for the effective and professional completion of Contact Center Representative functions. This role supervises the workflow of daily routine operations and assists in directing staff in their daily work efforts. The Assistant Manager helps to schedule staff to ensure efficient workflow and high service levels are met, completes research, and resolves documentation errors or discrepancies. They offer overrides related to difficult transactions and work closely with the contact center manager in overseeing staff performance. Additionally, the Assistant Manager provides information to members on accounts, payments, interest rates, vehicle valuations, loan options, savings programs, and policies, and routes calls to necessary personnel. The role also assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and management, and for related duties as required or assigned. Employees are responsible for reading and strictly adhering to all policies, rules, regulations, and training established by the Company. Directions Credit Union is an Equal Opportunity Employer and encourages applications from all qualified individuals.

Requirements

• Effective and professional completion of Contact Center Representative functions.
• Supervision of daily routine operations workflow.
• Assisting in directing staff work efforts.
• Scheduling staff for efficient workflow and high service levels.
• Research and resolution of documentation errors or discrepancies.
• Offering overrides for difficult transactions.
• Overseeing staff performance in conjunction with the contact center manager.
• Providing member information 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).

What This Job Offers

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