Assistant Contact Center Manager

For the full job description and to submit your application & resume, please visit https://www.westerlyccu.com/Why-WCCU/Find-Connect/Careers

ESSENTIAL FUNCTIONS AND BASIC DUTIES

Supervisory Responsibilities:

• Monitor communication (call/message/email/etc.) volumes to ensure proper and prompt handling of support requests from members.

• Help define workflows for the most efficient processing of functions, including deposit and loan product originations.

• Works closely with the Contact Center Manager, Operations, Risk Management, Lending, and Retail departments to ensure clear and accurate communication with the membership.

• Assist in the implementation of internal technologies to streamline tasks and functions.

• Keeps management informed of area activities and of any problems or concerns, as well as proactively suggesting areas of process or quality improvement.

• Help manage, train, and refine the skills of the Contact Center staff ensuring everyone has the resources available to be successful.

Contribute to the Achievement of Goals for our Membership, the Contact Center, and WCCU as a whole:

• Quickly and courteously performs in-bound and out-bound member

communication while maintaining and projecting the Credit Union’s professional reputation.

• Actively cross-sells Credit Union products and services and provides sales leads to other departments.

• Provides accurate information on Credit Union products and services.

• Efficiently solves member problems by understanding the issue, gathering information, and identifying the problem. Refers problems to appropriate personnel if needed. Follows up, if necessary, to ensure problems are resolved.

• Maintains privacy of member account information, following all security procedures.

• Stays up to date on Credit Union regulations, priorities, and products and services.

• Has excellent knowledge of all Credit Union Products and Services. Follows all process, procedures, and policies to assure a quality Member Experience.

Additional responsibilities:

• Effectively handles the transition of communication between staff or departments (ie, announced transfer, descriptive voicemail, and/or email communication)

• Attend training sessions and Credit Union meetings as required.

• Assumes responsibility for Operations and Risk Management Department related duties as required or assigned.

QUALIFICATIONS:

EDUCATION/CERTIFICATION: High school graduate or equivalent.

REQUIRED KNOWLEDGE: Knowledge of Credit Union products and services and cross-selling techniques. Thorough understanding of Credit Union policies and procedures Knowledge of Windows-based PC applications.

EXPERIENCE REQUIRED: 3- 5 Years of Banking Experience, Contact (Call) Center Experience preferred.

SKILLS/ABILITIES: Strong interpersonal, leadership, and supervisory skills. Coaching/Training skills

Ability to operate related computer applications and related business equipment. Ability to

maintain an effective and efficient workflow.

Positive, can-do attitude Caring & community-oriented

Strong Service & Sales skills – showing a desire for our members to succeed Excellent verbal and written communication skills

Ability to maintain confidentiality Well organized and detail oriented

Ability to recognize and resolve problems

Able to work well independently

Summary

In the role of Assistant Contact Center Manager, you will be instrumental in overseeing daily operations and enhancing customer service quality within the contact center. Reporting to the Contact Center Manager, you will utilize your management and supervisory experience to lead a team, ensuring effective communication and analysis of performance metrics. Your premium skills in project management and leadership will drive initiatives for improvement, while your core competencies in customer service and negotiation will foster a positive customer experience. Join us to make a significant impact in a dynamic environment focused on excellence.

Job Type: Full-time

Pay: $53,900.00 - $80,895.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Ability to Commute:

• Wakefield, RI 02879 (Required)

Ability to Relocate:

• Wakefield, RI 02879: Relocate before starting work (Preferred)

Work Location: In person

Salary : $53,900 - $80,895