Customer Service Assistant Manager

Members 1st Federal Credit Union•Enola, PA

10d•Onsite

About The Position

The Customer Service Assistant Manager supervises the daily operational activities of contact center associates and is responsible for ensuring high levels of associate performance and production that results in unparalleled member experiences. The role will guide all aspects of overseeing a team of contact center associates, processing inbound member requests, ensuring quality of contact center transactions, interactions, and sales with activities including but not limited to: Evaluating associate performance and effectiveness and the resulting member experience using quality monitoring. Monitoring associate attendance, schedules and punctuality to ensure associate resources are in place when scheduled and needed. Responsible for the highest level of associate engagement possible. Assisting associates with account specific inquiries and escalated member concerns. Handling escalated member and associate interactions. Answering incoming interactions and handling other work when volumes dictate. Opening and closing the department. Reviewing and managing reports. Selecting qualified candidates, training, onboarding, and mentoring new associates, and providing ongoing coaching through monitoring performance levels and metrics. Ensuring successful consultative sales performance by each associate by influencing, educating and monitoring associate performance.

Requirements

Excellent communication and interpersonal skills
Attention to detail and accuracy
Thorough knowledge of credit union products, services, policies and procedures
Strong ability to successfully recognize and offer sales opportunities
Strong ability to coach and advance individuals
Advanced analytical and problem-solving skills
Familiarity with PCs and applicable software
Effective knowledge
Accountability and self-management
Teamwork and leadership
Communication
Innovation and problem-solving
Ability to communicate effectively in English, both orally and in writing
Visually able to perform activities such as preparing and analyzing data and figures, viewing a computer terminal, and extensive reading
Ability to sit for extended time periods
Sufficient manual skill for operation of PC keyboard and other standard office equipment
Ability to travel, including occasional overnight travel
Ability to exert minimum amounts of force occasionally to lift, carry, push, pull or move objects
3-5 years of related experience
1-3 years of leadership/management experience

Responsibilities

Evaluating associate performance and effectiveness and the resulting member experience using quality monitoring.
Monitoring associate attendance, schedules and punctuality to ensure associate resources are in place when scheduled and needed.
Responsible for the highest level of associate engagement possible.
Assisting associates with account specific inquiries and escalated member concerns.
Handling escalated member and associate interactions.
Answering incoming interactions and handling other work when volumes dictate.
Opening and closing the department. Reviewing and managing reports.
Selecting qualified candidates, training, onboarding, and mentoring new associates, and providing ongoing coaching through monitoring performance levels and metrics.
Ensuring successful consultative sales performance by each associate by influencing, educating and monitoring associate performance.