Call Center Assistant Manager

4 weeks ago


Phoenix, United States Arizona Central Credit Union Full time
Job DescriptionJob Description

Arizona Central Credit Union Ranked Top 10 Credit Unions in AZ for 2024

"Ranking Arizona: Top 10 credit unions for 2024" AZBIGMEDIA

Arizona Central Credit Union offers a comprehensive benefits package, including medical, dental, vision, 401k with up to 6% match, an employee assistance program, and much more.

Role: 
This position assists the Solution Center Manager in managing the operations of the call center, ensuring the department supports organizational, financial, operational, service and growth plans. Ensures members and potential members receive timely, courteous and accurate service during every interaction; supports all remote delivery channels.

Summary of Job Functions and Responsibilities:
  • Direct, develop, motivate, hire and discipline department personnel; and recommend appropriate personnel actions. Monitor and record the performance of department personnel during phone calls with members and provide feedback to ensure member service and sales goals are consistently met.
  • Create and achieve Service Level Agreements to respond to member inquiries timely.  Prepare monthly statistical reports detailing credit union wide call volumes.
  • Ensure KPI’s are established and met and send monthly KPI reports to leadership as directed.
  • Continually look for ways to improve efficiency, effectiveness and culture of the department.
  • Meet one on one with team members a minimum of bi-weekly for coaching and development.
  • Support organizational objectives and adapt them to the department. Deploy organizational strategies consistently and be adaptable to the department’s individual needs.
  • Ensure team is adequately trained enabling them to deliver premier service to our members.
  • Promote a positive culture within the department, foster strong interdepartmental relationships, and maintain a high performing team environment.
Knowledge, Skills and Abilities:
 
Experience:  Three years of similar or related experience, including demonstrated leadership abilities.

Education:  High school diploma or equivalent.
 

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