Service Center Assistant Manager
Please reference the schedule and minimum qualifications listed below before applying. If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email [email protected] and every reasonable effort will be made to accommodate your needs in a timely manner. Job Summary To assist in and manage the operations and staff of the call center both inbound and outbound calls. To ensure quality service to the members and enhance their financial relationships with the credit union.
Job Description
LOCATION Remote MACU Footprint SCHEDULE Monday - Friday 10:00 am - 7:00 pm MDT with rotating Saturday and Sunday Hours could change due to business need To be effective, an individual must be able to perform each job duty successfully. - Coaches and trains call center agents regarding sales and servicing techniques. - Educates external members regarding products and services. - Uses AAA to excel in member experience while leveraging our Products and Services to improve the member’s financial lives. - Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc. - Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity. - Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met. - Assists in the budget and departmental planning sessions driving innovation / improvements across the department - Ability to manage multiple channels of member contact (Inbound and Outbound) - phone, chat, email, mail, applications, etc. - Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures). - Holds approval authority in making business decisions related to call center agents supervised