Assistant Contact Center Manager
Company: OMNI Community Credit Union
Location: Battle Creek
Posted on: May 6, 2022
Job Description:
OMNI Community Credit Union
Description:Become a leader of a fast paced, dynamic department at
a thriving financial institution. This is a salaried position with
an excellent best in class benefit package. The Assistant Contact
Center Manager at OMNI Community Credit Union serves members by
assisting with planning and implementing Contact Center strategies
and operations; improving systems and processes and managing staff.
Ensure high quality member service by all team members in
conjunction with OMNI's expectations and core values. Coordinates
member services and lending activities to achieve desired metrics
and volumes. Carry out supervisory responsibilities in accordance
with the organization's policies and applicable laws.
Responsibilities include planning, assigning, and directing work;
appraising performance; rewarding and disciplining employees;
addressing complaints and resolving problems. OMNI Community Credit
Union is an Equal Opportunity Employer M/F/Disability/Veteran..
Requirements:
- Train team members in telephone and electronic service delivery
methodology and philosophy.
- Innovate and implement new electronic service delivery channels
and service programs as directed by management
- Maintain and develop improvements with Contact Center
operations by monitoring procedures and processes to improve
productivity with system and employee performance
- Must be able to travel to other branch locations as
required
- Exemplifies the desired culture and philosophies of OMNI
CCU
- Coordinate and review processes related to deposits, lending,
transaction accounts, and other member services with policies,
principles, and procedures established by the Director of Contact
Center
- Review operations of competitors and plan and direct sales
programs to penetrate new markets
- Establish and implement programs to meet sales, new account,
and productivity goals
- Accomplishes Contact Center goals and objectives by training,
assigning, coaching, counseling, and disciplining employees;
communicating job expectations; planning, monitoring, appraising,
and reviewing job performance; enforcing policies and
procedures
- Scheduling and attendance reporting
- Maintains favorable image with equipment by evaluating and
installing equipment;developing preventive maintenance programs;
calling for repairs;evaluating and implementing upgrades; ensure
prudent housekeeping procedures, safety protocols;
private/confidential atmosphere for member privacy
- Oversee office practices and procedures, including staffing and
functional efficiencies, to ensure member-borrowing and requests
for extension of credit are efficiently processed.
- Maintains professional and technical knowledge by tracking
emerging trends in Contact Center operations management and
government regulations, benchmarking state-of-the-art practices;
complete annual training of all required compliance regulations
- Maintain ongoing communication with supervisor, informing
him/her of all pertinent problems, irregularities, new development,
and changes.
- Answer all telephone calls in a courteous and timely manner,
and transfer calls to the appropriate personnel
- Maintain a professional and courteous attitude with all people,
including fellow team members, members, management staff, board
members and outside vendors
- Participate in Credit Union Marketing programs and
campaigns
- Supervise quality control of consumer loans processed. Review
and follow-up on corrections with branch management
- Have a thorough knowledge of core processing system, as well as
applications for insurance products, indirect lending, and other
programs.
- Keep open communications and build trust with team members and
members
Attend meetings as required
Prepare and maintain necessary reporting
Follow safety and security rules and regulations
Protect and respect Credit Union equipment and supplies
Perform other duties as directed by the Supervisor
- Regular attendance is an essential function of the job as well
as reporting to work on time and as scheduled. Physical presence
onsite is required
PI173367050
Keywords: OMNI Community Credit Union, Battle Creek , Assistant Contact Center Manager, Executive , Battle Creek, Michigan
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