CA Call Center Assistant Manager

Description

The Assistant Service Center Manager II will aid in the facilitation of the Service Center operations as directed by the Service Center Manager. The Assistant Manager will assist in coaching, developing, and reviewing team member performance to ensure the quality of service being provided to our members is above the bar. Supports in aligning the team to fulfill the purpose of Excite Credit Union through consistent communication with team members and members of the credit union via phone, company sponsored events and volunteering in the community. Reasonable accommodations may be made to enable individuals with disabilities.

Key Performance Expectations:

• Assists in ensuring Service Center team members are achieving desired service levels and takes corrective actions, as directed or needed. This includes monitoring the live Service Center queue on a daily basis and analyzing and reporting call statistics from the phone database.
• Responsible for ensuring acceptable staffing levels in order for call center to meet their monthly service level and abandon rate goals. This includes daily scheduling and staffing grid modifications to account for training classes, cross training sessions, vacations, sick days, daily assignment, meets, etc.
• Maintains regular contact with members by periodically taking calls from the department’s queue or incoming member requests to speak with a manager
• Promotes effective cross selling programs for the department that align with the organizational key financial objectives
• Oversees online banking and Service Center email inquiries. Audits outgoing correspondence to members
• Creates weekly lunch and break schedules ensuring adequate coverage is maintained during those time
• Assist with hiring, training, coaching and leading Service Center team members as they provide support to current, new and/or potential new members
• Supports Service Center team members by answering questions, guiding them through difficult calls or issues, diffusing angry members when needed, and handling issues that cannot be managed by Service Center representatives. Conducts one on one meetings and department wide emails as needed or directed; Address and/or resolves team member issues and concerns in a timely manner
• Assists Service Center Manager in leading team meetings; participates, educates and coaches Service Center team members on processes, practices and expectations for the individual and team
• Interacts with vendors as directed or in the absence of the Service Center Manager to increase efficiency and improve member experience
• Perform other duties, as assigned

Requirements

Key Competencies:

• Empathy and Inclusivity
• Leadership
• Communication
• Decision Making
• Analytical
• Adaptability

Required Experience and Education

• High School Diploma or Equivalent
• 2 years of supervisory or equivalent experience
• 3 – 4 years’ previous experience with financial institution
• 3 – 4 years’ of demonstrated success in the sale of financial products and services
• Strong technical acumen, proficiency and navigation skills of computer and phone systems.
• Demonstrated ability to be fiscally responsible

Desired Experience and Education

• 3 years of Service Center Experience
• 4+ years of supervisory or equivalent experience
• Bilingual in Spanish

Travel

Slight Travel As Needed

Physical Demands

While performing the duties of this job the employee may be required to use hands to finger, handle, or feel; and talk and hear. The employee frequently is required to walk and reach with hands and arms and stand for long periods of time. The employee is required to occasionally sit, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.

Work Environment

Generally travels and performs job duties outside of the typical office setting with minimum time in an office environment. Team Member will be exposed to moderate stress levels associated with the performance of the job duties described above. There may be extended periods of computer and telephone use while performing job duties. Employee will be intermittently seated, standing and/or walking during the course of a normal business day. While every precaution is taken to avoid exposing employees to dangers in the workplace, working in a financial institution may expose employees to certain hazards in the event of criminal activity including robbery and/or attempted robbery.

***The above statements reflect the general details necessary to describe the principle functions of the position described and shall not be construed as a detailed description of all work requirements that may be inherent in the position. Management retains the discretion to add to or change the duties of the position at any time.***