Contact Center - Assistant Manager

Description

The role is to manage, supervise, coach, and assist team members, including Information Center Specialists, Performance Leads, and Senior Specialists. Assist staff in providing members with service excellence utilizing product and service knowledge. Responsibilities include implementing strategies that team members can use to achieve a goal, delegating tasks based on each member's strengths and skills and offering the training necessary to complete certain tasks. Assistant Managers are also responsible for inspiring and motivating team members with regular encouragement, keeping the enthusiasm going by providing individualized coaching when needed. Provide performance development opportunities for Information Center Performance Leads and Senior Specialists. Support and contribute to the organization's business and growth goals by effectively managing Information Center staff, operations and sales efforts.

Here's what you can expect from the job and what you need to be successful:

What You'll Do :

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Support service initiatives through direct coaching of staff and leading by example
• Provide timely coaching and feedback to direct reports and all other Information Center staff
• Accurately evaluate performance strengths and areas for development
• Create well written monthly meeting review documents and annual performance evaluation for each direct report. Meet all deadlines for delivering performance reviews.
• Facilitate regular team meetings and monthly one on one coaching sessions with direct reports
• Create performance improvement plans for staff not meeting expectations, including timely follow up on the plans.
• Motivate direct reports and team members
• Manage team performance, including individual contact center statistics, sales results and service quality
• Foster teamwork and strengthen relationships within the Information Center and with all other areas of the credit union. Work with Management in other areas of the credit union to resolve issues and continuously work to improve relations between departments
• Particpate on project teams and/or lead projects as assigned by Information Center Management
• Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center. Solicit process improvement ideas from staff
• Participate on project teams and/or lead projects assigned by Information Center Management
• Accurately process all transactions and file maintenance
• Responsible for coordinating on training and process improvements with relevant support departments and maintain a close working relationship to foster continuous improvement and support credit union lending goals
• Perform other job-related duties as assigned by Managers(s).

Essential Skills:

Education and Experience Requirements:

• High School diploma or equivalent
• Previous contact center supervisor or management experience

Additional Eligibility Requirements:

• Strong technical skills, including proficiency in all MS Office programs and contact center related systems
• Excellent verbal and written communication skills
• Strong analytical skills

Supervisory Responsibility:

This position requires direct supervision of up to 19 direct reports, including Performance Leads and Senior Specialists. This also includes indirect supervision of Information Center Specialist I & II, Senior Specialist and Performance Leads.

Location:

Chelmsford, MA - HYBRID

Target Compensation:

$32 - $38 / hour + annual bonus

Schedule:

Monday - Friday 9am - 6pm