Contact Center Assistant Manager

POSITION PURPOSE

Responsible for all aspects of day to day incoming contact center operations, implementing and reviewing contact center policies and procedures, developing and monitoring quotas for service volume and timeliness including chat, IUO, online account opening, home banking and all member correspondence as directed by the Contact Center Manager. Ensures that established procedures are followed. Responsible for coaching, mentoring and managing the Contact Center staff. Also ensures that all contact center performance goals are met while providing exceptional quality member service. Keeps Management informed of area problems and activities.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Assumes responsibility for effectively overseeing the Contact Center and Member Relations Representatives.

a. Ensures that operations further the Credit Union strategic plan and are in accordance with established polices and procedures.

b. Maintains and improves member experience by monitoring system performance, identifying problem areas and assisting in resolving and implementing changes.

c. Ensures that all member questions and complaints are resolved in a timely manner.

d. Completes research and resolves documentation errors or discrepancies on complex member problems.

e. Ensures that Contact Center operations further Credit Union strategic plans and are in accordance with established policies and procedures and with legal and regulatory requirements.

f. Monitors the financial performance of the Contact Center and ensures that established budgets are met.

g. Supervises and assists with member service functions.

h. Ensures the Quality of Communication (Written and Verbal) meet expected standards.

i. Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account information.

j. Implements the changes to established policy and procedures within the department.

k. Ability to diffuse difficult member situations.

l. Continually seeks ways to improve e-solutions, communication, and productivity, to meet established goals.

m. Approves all sick leave, vacation, overtime, and time cards for each department employee. Keeps accurate payroll and attendance records.

2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management.

a. Completes contact Center statistical reports.

b. Keeps supervisor informed of area activities and significant problems.

c. Attends and participates in meetings as required.

d. Ensures department goals support Credit Union-wide goals and objectives.

e. Monitors staff interactions with members.

f. Develop and implement training strategies for employee development.

3. Assumes responsibility for establishing and maintaining professional business relations with members and trade contacts.

a. Ensures that requests and questions are promptly resolved.

b. Ensures that deadlines are met.

c. Promotes goodwill and a positive image of the Credit Union.

4. Effectively supervises Contact Center personnel, ensuring optimal performance.

a. Accomplishes Contact Center human resources objectives by delegation, motivation, orienting, selecting, coaching, counseling, and disciplining employees. Also administers schedule systems, communicates expectations, plans, monitors, apprises, reviews job contributions, reviews compensation and enforces polices and procedures.

b. Oversees activities of Contact Center

c. Identifies, develops, and implements training programs as appropriate. Ensures that Contact Center reps are thoroughly trained in all Credit Union products and services.

d. Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.

e. Ensures that staffing levels are appropriate. Assists in interviewing and assigning new personnel as necessary.

5.Assumes responsibility for the effective administration of Department functions.

a. Provides and models organizational leadership and influence in ensuring optimal performance and enabling teams to succeed in the organizations.

b. Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

c. Prepares periodic Department activity reports and makes recommendations to management for improvements.

d. Ensures that adequate supplies, forms, and equipment are available for personnel.

e. Institutes prudent safety measures.

QUALIFICATIONS

EDUCATION/CERTIFICATION: High school graduate or equivalent, and pursuing business related or management coursework. Work experience will be taken into consideration.

KNOWLEDGE:

• Understanding of the Credit Union philosophy.
• Knowledge of financial institution services, products, and policies.
• Understanding of industry trends, reporting and analysis.
• Understanding of related legal and regulatory requirements.
• Familiarity with Contact Center functions, policies, and procedures.

EXPERIENCE PREFERRED: Two years or more of experience in a supervisory role, including operations, community involvement, and business development.

SKILLS/ABILITIES:

• Strong verbal and written skills.
• Strong interpersonal, leadership, and supervisory skills.
• Well organized and able to handle multiple projects.
• Ability to operate related computer applications and related business equipment.
• Effective problem solving skills.
• Attention to detail.
• Ability to maintain an effective and efficient work flow.
• Project Management
• Ability to forecast market trends
• Exceptional communication, presentation, problem solving and analytical skills.
• Member Focus
• Maintain an effective work flow utilizing member's feedback.

CASE Credit Union was chartered on February 19, 1936, to serve Lansing area teachers and administrators as Lansing Teachers Credit Union. From operating within Lansing High School with 180 members, today, over 85 years later, we serve a membership of over 45,000 members and operate five branches throughout the Greater Lansing area, while controlling over $384 million in assets. We pride ourselves on living our mission of assisting members and employees to achieve financial success through service that is superior, convenient, and easy to use. CASE is a Community Development Credit Union (CDCU). A CDCU is a credit union with a mission of serving low and moderate-income people and communities.

CASE prides itself on having a culture focused on diversity and inclusion, reflected in having received the 2020 Lansing Area Economic Partnership (LEAP) Diversity award. Additionally, at CASE Credit Union, we're committed to hiring the best and brightest. Just as we are dedicated to helping our members achieve success, we are dedicated to helping our employees grow and thrive. That's why we are proud to offer a team-oriented working environment, with competitive salaries and benefits, and countless opportunities for growth and advancement. CASE Credit Union offers affordable medical, dental, and vision and provides disability insurance and life insurance to our employees at no cost to them. We also provide tuition reimbursement for those who desire to continue their education while working with us. Come work with CASE Credit Union and experience exciting career opportunities in the financial industry.