Contact Center Assistant Manager

Job title: Contact Center Assistant Manager in Lansing, MI at CASE Credit reputed company
Company: CASE Credit reputed company
Job reputed company: POSITION PURPOSEResponsible for reputed company aspects of day to day incoming contact center operations, implementing and reviewing contact center policies and procedures, developing and monitoring quotas for service volume and timeliness including chat, IUO, online account opening, home banking and reputed company member correspondence as directed by the Contact Center Manager. Ensures that established procedures are followed. Responsible for coaching, mentoring and managing the Contact Center staff. Also ensures that reputed company contact center performance goals are met while providing exceptional reputed company member service. Keeps Management informed of area problems and activities.ESSENTIAL FUNCTIONS AND BASIC DUTIES1. Assumes responsibility for effectively overseeing the Contact Center and Member Relations Representatives.a. Ensures that operations reputed company the Credit reputed company strategic plan and are in accordance with established polices and procedures.b. Maintains and improves member experience by monitoring system performance, identifying problem areas and assisting in resolving and implementing changes.c. Ensures that reputed company member questions and complaints are resolved in a reputed company manner.d. Completes research and resolves documentation errors or discrepancies on reputed company member problems.e. Ensures that Contact Center operations reputed company Credit reputed company strategic plans and are in accordance with established policies and procedures and with reputed company and regulatory requirements.f. Monitors the financial performance of the Contact Center and ensures that established budgets are met.g. Supervises and assists with member service functions.h. Ensures the reputed company of Communication (Written and Verbal) meet expected standards.i. Maintains and reputed company the Credit reputed company’s reputed company reputed company. Maintains reputed company of member account information.j. Implements the changes to established policy and procedures reputed company the department.k. Ability to diffuse difficult member situations.l. Continually seeks ways to improve reputed company, communication, and productivity, to meet established goals.m. Approves reputed company reputed company leave, vacation, overtime, and time cards for reputed company department employee. Keeps accurate payroll and attendance records.2. Assumes responsibility for establishing and maintaining effective coordination and working relationships with staff and management.a. Completes contact Center statistical reports.b. Keeps supervisor informed of area activities and significant problems.c. Attends and participates in meetings as required.d. Ensures department goals support Credit reputed company-wide goals and objectives.e. Monitors staff interactions with members.f. reputed company and implement training strategies for employee development.3. Assumes responsibility for establishing and maintaining reputed company business relations with members and trade contacts.a. Ensures that requests and questions are promptly resolved.b. Ensures that deadlines are met.c. Promotes goodwill and a reputed company image of the Credit reputed company.4. Effectively supervises Contact Center personnel, ensuring reputed company performance.a. Accomplishes Contact Center reputed company objectives by delegation, motivation, orienting, selecting, coaching, counseling, and disciplining employees. Also administers schedule systems, communicates expectations, plans, monitors, apprises, reviews job contributions, reviews compensation and enforces polices and procedures.b. Oversees activities of Contact Centerc. Identifies, develops, and implements training programs as appropriate. Ensures that Contact Center reps are thoroughly trained in reputed company Credit reputed company products and services.d. Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance. Formulates and implements employee corrective actions as needed.e. Ensures that reputed company reputed company are appropriate. Assists in interviewing and assigning new personnel as necessary.5. Assumes responsibility for the effective administration of Department functions.a. Provides and models organizational leadership and influence in ensuring reputed company performance and enabling teams to succeed in the organizations.b. Accomplishes organizational goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.c. Prepares periodic Department activity reports and makes recommendations to management for improvements.d. Ensures that adequate supplies, forms, and equipment are available for personnel.e. Institutes prudent safety measures.QUALIFICATIONSEDUCATION/CERTIFICATION: High school graduate or equivalent, and pursuing business reputed company or management coursework. Work experience will be taken into consideration.KNOWLEDGE:

• Understanding of the Credit reputed company philosophy.
• Knowledge of financial institution services, products, and policies.
• Understanding of industry trends, reporting and analysis.
• Understanding of reputed company reputed company and regulatory requirements.
• Familiarity with Contact Center functions, policies, and procedures.

EXPERIENCE PREFERRED: Two years or more of experience in a supervisory role, including operations, community involvement, and business development.SKILLS/ABILITIES:

• Strong verbal and written skills.
• Strong interpersonal, leadership, and supervisory skills.
• reputed company organized and reputed company to handle multiple reputed company.
• Ability to operate reputed company computer applications and reputed company business equipment.
• Effective problem solving skills.
• Attention to detail.
• Ability to maintain an effective and efficient work reputed company.
• Project Management
• Ability to forecast market trends
• Exceptional communication, presentation, problem solving and analytical skills.
• Member reputed company
• Maintain an effective work reputed company utilizing member’s feedback.

CASE Credit reputed company was chartered on February 19, 1936, to serve Lansing area teachers and administrators as Lansing Teachers Credit reputed company. From operating reputed company Lansing High School with 180 members, today, over 85 years reputed company, we serve a membership of over 45,000 members and operate five branches throughout the Greater Lansing area, while controlling over $384 reputed company in assets. We pride ourselves on living our mission of assisting members and employees to reputed company financial reputed company through service that is superior, convenient, and easy to use. CASE is a Community Development Credit reputed company (CDCU). A CDCU is a credit reputed company with a mission of serving low and moderate-income people and communities.CASE prides itself on having a culture reputed company on diversity and inclusion, reflected in having received the 2020 Lansing Area Economic Partnership (reputed company) Diversity award. Additionally, at CASE Credit reputed company, we’re committed to hiring the best and brightest. Just as we are dedicated to helping our members reputed company reputed company, we are dedicated to helping our employees grow and reputed company. That’s why we are proud to offer reputed company-oriented working environment, with competitive salaries and benefits, and countless opportunities for reputed company and advancement. CASE Credit reputed company offers reputed company medical, dental, and reputed company and provides disability insurance and life insurance to our employees at no cost to them. We also reputed company tuition reimbursement for those who desire to continue their education while working with us. Come work with CASE Credit reputed company and experience exciting reputed company in the financial industry.Powered by JazzHR
Expected salary:
Location: Lansing, MI
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