Assistant Contact Center Manager

4 weeks ago

Oklahoma City, Oklahoma, United States WEOKIE Federal Credit Union Full time

This job was posted by : For more information,
please see:

ROLE PURPOSE

The Contact Center Member Service Assistant Manager (CCMSAM) supervises
the daily operation of the Member Service Representatives and Member
Resolution Specialists. This includes a wide variety of member and
employee interactions that originate through remote delivery channels
(telephone, mobile, web, e-mail) and assures WEOKIE Federal Credit
Unions high standards of extraordinary member service are consistently
achieved within a fast paced, high call volume environment. This role is
also responsible for assisting with WFCU knowledge base recommendations
and changes to ensure accurate information is being relayed to members
and employees.

MAJOR FUNCTIONS

  1. Lead the Contact Center Team to consistently meet established service
    standards, providing members and employees with extraordinary service.
    Ensure the department is operating efficiently and reliably, is in
    compliance with applicable laws, regulations, and rules, have
    appropriate operating controls to mitigate risk, and is performing at a
    high level.
  2. Ensure continued professional growth of department through consistent
    observation, coaching and review of performance.
  3. Maintain appropriate, well trained, and motivated staffing levels.
    Provide quality on the job training and ensure that department maintains
    knowledge, engage with members and employees, make members and employees
    feel valued and consistently apply defined service standards.
  4. Drive team performance, continuous improvements and operational
    efficiencies in order to meet or exceed call center strategic
    initiatives.
  5. Work with the New Employee Development Assistant Manager to make
    recommendations to information in the knowledge base to ensure it is up
    to date, provides accurate information, and is easy to use.
  6. Develop and monitor the implementation of operating plans, success
    measurements, and processing efficiencies.
  7. Acts as liaison to other WFCU departments.
  8. Serve as a back-up knowledge resource. Identify employees requests
    and assist with providing a resolution. Member Service Assistant Manager
    will assist Member Service Representatives in using interactions with
    members and employees as training opportunities to further the MSRs
    knowledge. They perform routine research and also serve as the first
    line of support to field basic MSR inquiries in regards to Card
    Services, Digital Services, Deposit Services, Deposit and Lending
    Accounts, IRAs, Trust Accounts, and Deceased Accounts. Utilize multiple
    software applications/tools including but not limited to FISERV,
    CLIENTLINK, ARCHITECT, PARTNERCARE, SWBC, ASCENSUS, CHECKWRITER, ENCORE,
    SUPERVISOR DASHBOARD, SCO WEBCAPTURE, WIREXCHANGE, DDS, ACTIVITY
    MANAGER, REMEDY FORCE, BCT, SECUREPAY, DNA, SIMPLEXUS, MERIDIANLINK,
    LOANS PQ, TRANZACT, DOCUSIGN, SILVERCLOUD, and MYRIAD. Member Service
    Assistant Manager is expected to process escalations and facilitates a
    follow up with the appropriate department when addressing specific and
    in-depth questions.
  9. Performs other duties as required.

ROLE IMPACTS

  1. The Contact Center is a high performing and leading edge call center
    relative to other financial institutions.
  2. The service expectations of members are exceede\
    \

PI

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WEOKIE Federal Credit Union is an Equal Opportunity Employer and does
not discriminate against any applicants for employment based on their
race, color, religion, sex (including pregnancy, sexual orientation, or
gender identity), national origin, age, physical or mental disability,
genetic information, veteran status, uniformed service member status, or
any other status protected by law.


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