Contact Center Assistant Manager

Position Title: Contact Center Assistant Manager
Job Type: Full-Time
Classification: Non-Exempt
Salary: $22.50 per hour

Our growing credit union is searching for detail-oriented team members to provide exceptional service to our members. To attain the organization’s goals by providing effective and efficient quality service to the Credit Union membership via the Contact Center.

Your success will be enhanced by your ability to adopt a learning attitude, to be creative, and to remain focused in a fast-paced and changing environment. You should expect to participate in activities not described here, which would serve to ensure that the highest level of service is consistently provided to members.

This role involves assisting with the management of the contact center team to maintain service excellence, managing escalations, and implementing process improvements to enhance member satisfaction. The assistant manager will also be responsible for training and mentoring staff and monitoring performance.

Key Results Areas:

Assist in managing the daily operations of the Contact Center, ensuring efficiency and productivity. •
Supervise, coach, and develop Contact Center Advisors to meet performance goals, enhance member service and assure they are succeeding in all aspects of their job function.
Handle escalated member concerns and resolve issues effectively.
Collaborate with the Manager to develop training programs, schedules, and team-building initiatives.
Efficiency of day-to-day departmental operations.

What You'll Be Doing

Assist with the daily operations and management of team performance to achieve or exceed established goals, proactively monitoring daily call/activities of direct and indirect reports.
Work to promote efficiencies in processing and procedures to maximize first call resolution whenever possible.
Adhere to PFCU’s personnel policies and guidelines in delegating, assigning, training, supervising, and disciplining employees.
Personally respond and resolve escalated member and operational issues that could negatively impact service quality by regularly participating in the call escalation queue.
Provide support on demand including comprehensive guidance on how to effectively navigate policy, processes, and procedures.
Maintain a comprehensive knowledge of Credit Union products, services, policies, and procedures to ensure adherence to regulatory and compliance requirements.
Maintain strong communication and coaching skills to ensure performance feedback is consistently provided through regularly scheduled and on the spot observations.
Coordinate and conduct team meetings to foster collaboration, share updates, and address performance goals.
Assist with monitoring key metrics to report daily, weekly and monthly performance of the Contact Center, including but not limited to, call abandonment, call monitoring, service levels, average call time, and service scores.

Participate in audits and projects. Assist in identifying efficiencies in the Contact Center.
Collect, analyze, and report Contact Center statistics to gauge the effectiveness of resources and operational efficiencies (schedules, performance, overtime, quality metrics).
Cross train in all department areas in order to fill in as needed ensuring service level goals are met
Regularly evaluate training comprehension, job knowledge, system knowledge and operational efficiencies.
Develop training, perform training and maintain training materials, resource guides, and technical refreshers for employee development.
Ensure adherence to attendance expectations while assisting with the managing of time record adjustments and approvals in a timely manner.
Build and maintain excellent working relationships cross-departmentally.
Enhance job performance by applying up-to-date professional and technical knowledge gained by attending training sessions, reviewing professional publications and maintaining professional relationships.
Other duties as assigned or required.

What You'll Be Doing

Assist with the daily operations and management of team performance to achieve or exceed established goals, proactively monitoring daily call/activities of direct and indirect reports.
Work to promote efficiencies in processing and procedures to maximize first call resolution whenever possible.
Adhere to PFCU’s personnel policies and guidelines in delegating, assigning, training, supervising, and disciplining employees.
Personally respond and resolve escalated member and operational issues that could negatively impact service quality by regularly participating in the call escalation queue.
Provide support on demand including comprehensive guidance on how to effectively navigate policy, processes, and procedures.
Maintain a comprehensive knowledge of Credit Union products, services, policies, and procedures to ensure adherence to regulatory and compliance requirements.
Maintain strong communication and coaching skills to ensure performance feedback is consistently provided through regularly scheduled and on the spot observations.
Coordinate and conduct team meetings to foster collaboration, share updates, and address performance goals.
Assist with monitoring key metrics to report daily, weekly and monthly performance of the Contact Center, including but not limited to, call abandonment, call monitoring, service levels, average call time, and service scores.

Participate in audits and projects. Assist in identifying efficiencies in the Contact Center.
Collect, analyze, and report Contact Center statistics to gauge the effectiveness of resources and operational efficiencies (schedules, performance, overtime, quality metrics).
Cross train in all department areas in order to fill in as needed ensuring service level goals are met
Regularly evaluate training comprehension, job knowledge, system knowledge and operational efficiencies.
Develop training, perform training and maintain training materials, resource guides, and technical refreshers for employee development.
Ensure adherence to attendance expectations while assisting with the managing of time record adjustments and approvals in a timely manner.
Build and maintain excellent working relationships cross-departmentally.
Enhance job performance by applying up-to-date professional and technical knowledge gained by attending training sessions, reviewing professional publications and maintaining professional relationships.
Other duties as assigned or required.

What Qualifications You'll Need

Minimum high school diploma or equivalent required.
Minimum of one year of Contact Center and/or training experience required.
Minimum of two years supervisory experience.
Demonstrated ability to deescalate member concerns and issues.
Exceptional leadership and interpersonal skills – speaking, writing, listening, comprehending, prioritizing.
Ability to make well-informed decisions that align with business objectives.
PC proficiency and working knowledge in the Microsoft Windows environment and Member Service based applications required.
Strong knowledge of credit union departments and their functions.

Expert level organizational skills including attention to detail, ability to meet deadlines and multitasking skills.
Flexible and patient in handling changing credit union procedures and member requests.
In-depth knowledge of PFCU policies, procedures, products and services.
Ability to work in a fast-paced environment.
Ability to operate office equipment, and lift up to 25 pounds.
Must be flexible and available to work Contact Center/Concierge Services hours of operation.
Monday – Friday 8 a.m. to 6 p.m. & Saturday 8:30 a.m to 2 p.m.
Hours and schedules are subject to change at any time at the discretion of management based on the needs of the Credit Union.

What Qualifications You'll Need

Minimum high school diploma or equivalent required.
Minimum of one year of Contact Center and/or training experience required.
Minimum of two years supervisory experience.
Demonstrated ability to deescalate member concerns and issues.
Exceptional leadership and interpersonal skills – speaking, writing, listening, comprehending, prioritizing.
Ability to make well-informed decisions that align with business objectives.
PC proficiency and working knowledge in the Microsoft Windows environment and Member Service based applications required.
Strong knowledge of credit union departments and their functions.

Expert level organizational skills including attention to detail, ability to meet deadlines and multitasking skills.
Flexible and patient in handling changing credit union procedures and member requests.
In-depth knowledge of PFCU policies, procedures, products and services.
Ability to work in a fast-paced environment.
Ability to operate office equipment, and lift up to 25 pounds.
Must be flexible and available to work Contact Center/Concierge Services hours of operation.
Monday – Friday 8 a.m. to 6 p.m. & Saturday 8:30 a.m to 2 p.m.
Hours and schedules are subject to change at any time at the discretion of management based on the needs of the Credit Union.

Why Work For Us...

Retirement Plan: We offer a Pension and 401K plan to help secure our employees' future.
Insurance Coverage: We offer a range of insurance options, including Medical, Dental, Vision, and Prescription coverage, Voluntary Life Insurance and Short and Long-term Disability Coverage.
Financial Assistance: We offer Employee and Educational Assistance Programs and Employee Discount Programs to give our employees a little extra boost.

Employee Amenities: All of our employees are eligible for PTO
Community Benefits: It's not just a job – it's a community. That's why our employees also get automatic PFCU Membership and access to local volunteer opportunities.
An Award-Winning Experience: PFCU is a proud winner of a number of awards including Best Place to Work in Philadelphia and Healthy Place to Work.

Why Work For Us...

Retirement Plan: We offer a Pension and 401K plan to help secure our employees' future.
Insurance Coverage: We offer a range of insurance options, including Medical, Dental, Vision, and Prescription coverage, Voluntary Life Insurance and Short and Long-term Disability Coverage.
Financial Assistance: We offer Employee and Educational Assistance Programs and Employee Discount Programs to give our employees a little extra boost.

Employee Amenities: All of our employees are eligible for PTO
Community Benefits: It's not just a job – it's a community. That's why our employees also get automatic PFCU Membership and access to local volunteer opportunities.
An Award-Winning Experience: PFCU is a proud winner of a number of awards including Best Place to Work in Philadelphia and Healthy Place to Work.

Philadelphia Federal Credit Union is a full-service financial institution with locations in Philadelphia, Montgomery and Columbia County, PA.