Information Center Assistant Manager, MA or NH ONLY, Remote, Full-Time

DCU•Xxx, MA

2d•Remote

About The Position

The Information Center Assistant Manager role is responsible for managing, supervising, coaching, and assisting team members, including Information Center Specialists, Performance Leads, and Senior Specialists. The role involves assisting staff in providing members with service excellence by utilizing DCU product and service knowledge and the principles of the DCU Way. Key responsibilities include implementing strategies for team members to achieve goals, delegating tasks based on individual strengths and skills, and offering necessary training. Assistant Managers are also tasked with inspiring and motivating team members through regular encouragement, providing individualized coaching, and supporting performance development opportunities for Information Center Performance Leads and Senior Specialists. This position supports DCU's business and growth goals by effectively managing Information Center staff, operations, and sales efforts.

Requirements

High School diploma or equivalent
Previous contact center supervisor or management experience
Strong technical skills, including proficiency in all MS Office programs and contact center related systems
Excellent verbal and written communication skills
Strong analytical skills

Responsibilities

Support DCU's Service Excellence initiative through direct coaching of staff and leading by example
Provide timely coaching and feedback to direct reports and all other Information Center staff
Accurately evaluate performance strengths and areas for development
Create well written monthly meeting review documents and annual performance evaluation for each direct report
Meet all deadlines for delivering performance reviews
Facilitate regular team meetings and monthly one on one coaching sessions with direct reports
Create performance improvement plans for staff not meeting expectations, including timely follow up on the plans
Motivate direct reports and team members
Manage team performance, including individual contact center statistics, sales results and service quality
Foster teamwork and strengthen relationships within the Information Center and with all other areas of the credit union
Work with Management in other areas of the credit union to resolve issues and continuously work to improve relations between departments
Participate on project teams and/or lead projects as assigned by Information Center Management
Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center
Solicit process improvement ideas from staff
Participate on project teams and/or lead projects assigned by Information Center Management
Accurately process all transactions and file maintenance
Responsible for coordinating on training and process improvements with relevant support departments and maintain a close working relationship to foster continuous improvement and support credit union lending goals
Perform other job-related duties as assigned by Managers(s)