Virtual Services Manager

The Virtual Services Manager at Advancial is responsible for overseeing the Virtual Services Representatives in the Contact Center, acting as a Subject Matter Expert (SME) on various Virtual Services systems, including web chat, video banking, and secure messaging. This role is pivotal in establishing and monitoring key performance indicators (KPIs) to guide the activities of the team, ensuring that the department meets its production and service goals. The manager will provide coaching and support to the representatives, conducting performance evaluations, one-on-one coaching sessions, and creating performance improvement plans as necessary. In addition to managing the team, the Virtual Services Manager will be responsible for maintaining effective communication within the team through daily huddles, weekly coaching sessions, and team meetings. The manager will also observe and analyze member interactions to ensure adherence to Advancial's service standards, conducting quality assurance reviews and providing immediate feedback to staff. The role requires the development of strategies for ongoing improvements in service delivery, both through internal and external training initiatives. The manager will also handle escalated member requests and complaints, ensuring thorough research and resolution of complex issues. Staying informed about all credit union products and services is essential, as the manager will communicate changes to the staff and ensure effective cross-selling of products. Daily staffing management, including creating schedules and conducting time studies, is also a key responsibility. The manager will review and approve timecards for the Virtual Services Representatives and assist the Director of Contact Center Operations as needed. This position also involves administrative duties such as reporting and strategic planning, all while fostering positive relationships with branches and internal departments to maintain a caring atmosphere for members and employees.