Contact Center Coordinator

Municipal Credit Union•New York, NY

About The Position

Overview: The Contact Center Coordinator is responsible for the oversight and assistance in ensuring agents are adhering to the correct procedures and will routinely give direction/coaching to agents on what to do and how to improve. Act as a hands-on leader and step in and offer advice or support when needed to the frontline agents. Provide support to the Contact Assistant Manager by informing of any training needs or trends that are noticed when assisting the agents. Assist in the updating of knowledge materials to ensure accurate information is given to all members, both internally and externally.

Requirements

High School Diploma required; some college preferred.
Minimum of three years call center, customer service and/or telemarketing experience preferred.
Strong written and verbal communication skills required.
Sales experience preferred.
Bilingual is a plus.
Flexibility to alter work shifts, Saturdays and late night hours.
Proficient in Microsoft Office.
Highly ethical.
Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
Technologically proficient.

Responsibilities

Master managing queues and support employees with call handling.
Acts as the “in charge” person in the absence of a manager including closing and opening the Contact Center.
Independently handle supervisory level calls which include difficult/irate members and complex issues.
Regularly review knowledge base to recommend improvements and changes to assist with improved employee performance.
Partner with the Contact Center Data Analyst to evaluate the call volume peak times and the appropriate staffing requirements.
Identify and make recommendations to improve operational efficiency that enhance the member experience.
Review and analyze data to identify problem areas or member pain points.
Demonstrate continuous effort to improve operations by working cooperatively and jointly with other departments to provide quality seamless member service.
Provide direction to team members needing assistance with member issues via chat.
Is proficient with the specialized contact center software such as Talkdesk, CATS, etc.
Handle inbound calls during peak times for all skill sets.
Handle the overflow hotline and escalated issues via email.
Monitors overflow platform to ensure all escalated tickets have been assigned and closed.
Provides advanced/expert level technical/trouble shooting support to members for Online Banking, Online Statements, Mobile Banking, Apple Pay, Scheduled & Recurring Transfers, Alerts setup, Mobile Deposit, Zelle, External transfers, Bill Pay along with browser and device specific requirements
Oversee the and assist in the research and response to complex member requests.
Adhere to MCU service standards in dealing with both external members and internal team members.
Evaluate calls and escalate service variances to Management immediately.
Respond to Member inquiry escalations providing accurate and complete information expeditiously.
Oversee and assist in the initiation of inter-department Service Requests, System Request, Faxes, and/or Journal entry transactions to satisfy Member inquiries.
Responsible for the oversight and assistance in responding to daily workflows originated from the Contact Center, Online, E-Mail Box, chats, and other related electronic boxes, to ensure timelines and accuracy.
Provide coaching and assist agents with identifying and capitalize on appropriate sales opportunities to achieve identified sales initiative.
Aid in the oversight of staff individual goals, objectives, development plans, career pathing and provide on-going feedback to all team members regarding job performance and training needs.
Provide appropriate support within the contact center including late nights and Saturdays.
Perform other related duties as requested and special projects as assigned.