Operations Manager, MXE Contact Center

PSECU•State College, PA

1d•Hybrid

About The Position

Members Achieve More isn't just a tagline for us, it's part of everything we do! We're looking for passionate individuals to join our team to help us maintain that focus every day. Want to work somewhere that's remained strong for 90 years, that encourages you to learn, grow, and pursue your dreams? If yes, then read on... The MXE Contact Center Operations Manager assure that the experience provided to the members of the Pennsylvania State Employees Credit Union, through direct contact services within the Contact Center, are performed effectively and at the highest level of efficiency consistent with established policy. Responsible for the direct oversight of a team of contact center agents. Work is performed with a high degree of independence, subject to the review of the Director, MXE Contact Center Operations and Lead Manager. Work may require interfacing with other PSECU management, outside specialists, vendors, and other financial institutions.

Requirements

Bachelors degree
2-3 years customer service experience
1-3 years leadership or supervisory experience
Any equivalent combination of experience and education

Nice To Haves

2-3 years leadership in the financial services industry
2-3 years leadership role within a contact center of comparable size and complexity
Background in customer educational and sales-oriented environment
Experience with system providers such as Corelation, Genesys, Glia, FDR/QuickAssist

Responsibilities

Assuring that staff is providing the best possible interaction with members
Educating members on PSECU digital first model
Cross-serving products and services to enhance the member experience
De-escalating member issues
Monitoring daily call volumes and agent workload assuring deadlines are met
Assuring schedule adherence and KPI compliance
Managing agent requests and approving agent records such as time sheets and PTO requests
Documenting agent performance
Assigning and delegating daily tasks
Undertaking corrective action
Coaching
Goal and expectation setting
Ongoing training
Conducting annual performance reviews
Providing quality assurance feedback
Developing and implementing engagement plans
Identifying opportunities for workflow improvements
Working as part of project teams for process improvement
Working with fellow contact center operations and support managers
Working with peer managers from other business units
Other duties as assigned