Overview: The Member Contact Center Assistant Manager provides leadership, oversight, development, coaching and training of a high performance team of contact center member service representatives to ensure a first-call resolution response while continually providing an excellent member service experience. Maintain effective oversight and leadership in a high volume contact center environment.
Responsibilities:
Specific duties include, but are not limited to, the following:
- Responsible for leading, supervising, and managing a team of 12 - 15 call center representatives to ensure effective and efficient member service in a high volume first call resolution environment.
- Observe, monitor, and coach contact center MSR's to provide a premier member experience.
- Schedule, assign, and coordinate proper coverage of call volume based on skill set and routing.
- Handle all escalated member calls from level, 2, 3 and 4 agents along with all escalated calls from third party service providers.
- Drive employee engagement through leadership approved recognition programs, feedback, team building activities and professional development plans.
- Collaborate with our Learning and Development Team to ensure effective new hire onboarding, upskilling and cross training programs.
- Manage ticketing and response process for third party vendors, member communication channels, and digital experience channels to ensure timely response and handling of member requests.
- Identify trends based on communication channels and make recommendations for process improvements, system changes, or other adjustments to ensure a strong member experience.
- Work closely with areas (Loan Servicing, Cards Services etc.) to locate and correct gaps in the member and/or employee experience.
- Meet and exceed critical KPI's for success of contact center, including but not exclusively (Average Speed to Answer, Adherence, QA Scoring, Account Referrals, Loan Referrals)
- Assist with the design and execution of strategies to increase member referrals from the Member Contact Center Service Team to our sales teams.
- Evaluate knowledge gaps in agent performance and develop policies, procedures, and guides to assist with improving member experience.
- Hire, Onboard, Train, and Coach MSR's to ensure consistent performance and member experience.
- Conduct side-by-side or silent listening to MSR live calls to evaluate performance and manage member experience through on-the-call and on-the-spot coaching.
- Conduct call calibration sessions with MSRs and QA using recorded calls. Ensure at minimum 5 per team member per month.
- Act as a resource to agents regarding procedural, process, or risk related issues.
- Provide regular reporting to agents and management on team performance to KPI's.
- Provide regular one-on-one's for agents to ensure consistent performance and appropriate performance management.
- Prepare annual performance appraisals for MSR's.
- Provide back up support to MSR queues during high volumes as needed.
- Perform other related duties as requested and special projects as assigned
Requirements:
- Demonstrated success in planning, organizing, leading people and activities. Ability to motivate, direct and coach staff.
- Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
- Technologically proficient.
- Excellent interpersonal, oral and written communication skills.
- Banking experience preferred.
- 3-5 years' Call Center experience required.
- Previous Call Center management/leadership/supervisory experience preferred.
- Previous sales experience preferred.
- Ability to multi-task; good time management skills.
- Ability to work well under pressure.
- Ability to demonstrate critical thinking.
- Excellent research and problem-solving skills.
- Flexibility to work any shift, including early mornings, evenings and Saturdays.
- Proficiency in Microsoft Office Suite.
- Highly ethical.
Leadership Competencies:- Proven ability to manage change
- Capacity to take calculated risks and innovate
- Experience in setting vision and strategy
- Lead by example and encourage team in developing adaptability
- Successful in communicating effectively
- Prioritizes developing others
- Thinking that values diversity and difference
- Proven ability to build and maintain relationships at all levels of the organization
- Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work
Why Youll Love Working Here:The pay range for this position is between $75,000-94,400 annually. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for a discretionary bonus, 401(k) with an 6% employer match per pay period. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.
