Assistant Manager of Contact Center Operations

1 month ago

Grand Rapids, United States CU*Answers Full time
Job DescriptionJob DescriptionDescription:

POSITION SUMMARY

The Assistant Manager of Contact Center Operation’s primary function is the responsibility for ensuring that new employees receive onboarding training to prepare them for their role in both Collections and Conversion Call Center (CSCC).

The role is also responsible for meeting the training needs of colleagues within the Collections and CSCC teams using blended learning, including classroom learning, virtual learning delivery modules, materials, tutorials, instructions, and learning resources such as online modules and guides. With the support and guidance from the Department(s) Manager, the position is responsible for the internal development, coordination, implementation, and evaluation of training activities across the departments. The Assistant Manager collaborates with associates at all levels and multiple disciplines across the departments.


ESSENTIAL JOB FUNCTIONS

1. Responsible for assisting department managers with day-to-day tasks related to team supervision including but not limited to: coaching, mentoring, developing, hiring, firing, disciplining, motivating, performance reviews, training, goal setting, payroll processing, staff budgeting, and other HR administrative tasks.

2. Conducts employee training, on-the-job training, and colleague onboarding.

3. Adapt onboarding programs for new employees as needed.

4. Plan, organize, and instruct client specific system training sessions in coordination with client projects, i.e. database conversion training versus credit card conversion training.

5. Coordinate logistics of training to include training room, attendance tracking, passwords, materials and supplies.

6. Create and maintain training materials and curriculums.

7. Test and review created materials.

8. Develops and implement learning curriculum that is consistent with current trends and best practices.

9. Update current course content as needed.

10. Collaborates with training team to assess, design, develop, and maintain training solutions and components.

11. Maintain a knowledgebase of written documentation.

12. Organizes & conducts training sessions as needed.

13. Maintains records for training programs, including evaluations, and employee participation requirements.

14. Gathers, analyzes and discusses colleague training needs with manager.

15. Provides documentation of training provided.

16. Update schedules to assess training needs.

17. Review employee performance and learning from training presentations to manager.

18. Create training programs to address skill gaps in employees.

19. Provides feedback and coaching as part of the learning experience.

20. Act as subject matter expert for our products and best practices of use for clients.

21. Communicate effectively and proactively with subject matter experts, business partners, and design teams to stay current on changes to subject matter.


JOB QUALIFICATIONS
  1. High School graduate or equivalent is required.
  2. Intermediate skill level in MS Word, MS Excel, and MS PowerPoint.
  3. Competent PC skills.
  4. Aptitude and desire to learn new tools and techniques quickly.
  5. Good interpersonal skills and communication including verbal and written communication.
  6. Organized and able to multitask, prioritize, and manage time efficiently and to create multiple timelines and schedules.
  7. Professional and takes direction well.
  8. Solid problem solving and critical thinking skills.
  9. Is an active listener.
  10. Encouraging to team and staff; able to mentor and lead.
  11. Able to analyze problems and strategize for better solutions.
  12. Ability to document quality and training results.
  13. Ability to develop, plan, and implement training programs.
  14. Ability to function independently as well as part of a team.
  15. Flexibility to adapt to a variety of situations and engages in collaborative goal setting.
  16. Effective presentation and facilitation skills.
  17. Ability to gather data, compile information, and prepares reports.
  18. Positive attitude.
  19. Able to give and receive feedback effectively.
  20. Willingness to work in different areas as required by training needs.
  21. Excellent attendance.
  22. Preferred: Experience in Customer Service or Call Center.

CU*Answers is an Equal Employment Opportunity employer that supports the unique perspectives and experiences from all employees and supports a collaborative community spirit. All qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any status or condition protected by applicable federal, state or local laws.

Requirements:


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