Assistant Contact Center Manager
for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info. Remove boilerplate like EEO etc. Also remove duplicated lines, navigation, legal, etc. Must not include sections with placeholder like "commensurate with experience". Pay: we have Starting Salaried Pay: $59,590.97 (may increase depending on relevant experience). That's specific, so include Pay section. Schedule: we have "This position requires the ability to work a rotating schedule, which may include varying start times based on business needs." Also "Requires the ability to work flexible hours." Also "Must be able to work extended hours whenever required or requested by management." So schedule content exists. Benefits: not mentioned explicitly. No benefits listed. So we should not include Benefits section. Skills: there is Job Qualifications (Skills) and Job Qualifications (Ability) and Job Qualifications (Education/Experience). We can combine into Requirements/Qualifications/Skills sections. The instruction: use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We need to decide which sections to include based on content.
We have "Who We Are" description: that's about the organization, could be "About the role"? Actually "About the role" is more about the job. "Who We Are" is about organization; maybe we can treat as "About the role"? But instruction says use those headings as examples; we can use others if appropriate? Probably stick to given list. We have a "General Purpose" paragraph: could be under About the role or Responsibilities. We'll create sections: About the role (includes Who We Are and General Purpose). Responsibilities (Essential Duties/Responsibilities and Other Duties/Responsibilities). Requirements (Job Knowledge maybe). Qualifications (Job Qualifications (Skills), Ability, Education/Experience). Skills maybe separate but we can combine. Pay section. Schedule section.
We must not create sections with filler. Ensure we include all substantive info.
We need to use for each section heading. Use - for any list of duties/requirements/benefits. Use
for prose.
We need to preserve all substantive information: that includes the Who We Are paragraph, General Purpose, Essential Duties/Responsibilities (list), Other Duties/Responsibilities (list), Job Knowledge (list), Job Qualifications (Skills) (list), Job Qualifications (Ability) (list), Job Qualifications (Education/Experience) (list), Working Conditions (list), Physical Requirements (list), Mental And/or Emotional Requirements (list), etc. Also Starting Salaried Pay. Also schedule info.
We must remove boilerplate: EEO etc, duplicated lines, navigation, legal, scam-warning, cookie etc. Also remove repeated "Black Hills Federal Credit Union is an equal opportunity employer." etc. Also remove "Notice: This job description is not intended..." etc. Also remove "Working Conditions Must be able to routinely perform work indoors..." maybe that's substantive? It's about work environment; we can keep as part of Working Conditions.
We need to format lists appropriately.
Let's extract content.
Who We Are paragraph: "We have the fundamental belief that we, as an organization, can and will improve lives. Rooted in the centuries-old credit union philosophy of people helping people, we maintain a simple premise. Those we interact with will receive equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination of any kind. We must not accept less if we are to fulfill our mission, "We Improve Lives." This mission empowers us to serve the greater good and to make a difference in our world. Our cooperative structure creates a cycle of mutual assistance towards the common goal of the financial well-being of members. At Black Hills Federal Credit Union (BHFCU), we’re committed to improving the lives of our members every day, and we look for people who share that passion. Don’t have a ton of financial industry experience? No problem. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths."
General Purpose: "Responsible for the daily operation of the Contact Center."
Essential Duties/Responsibilities list (multiple sentences). Let's break into bullet points:
- Direct daily Contact Center area operations.
- May delegate portion of responsibilities, when necessary, but may not delegate responsibility for results or accountability.
- Implement and execute all Contact Center Manager approved decisions.
- Remain current on changes within the legal, regulatory, economic, competitive and technology environments that may affect the loans and member services functions.
- Assist Contact Center Manager with respect to recommendations for hires, terminations, promotions, transfers, performance appraisals, training and development, and interpretation of Credit Union rules and policies for department personnel.
- Conduct all personnel functions in accordance with applicable statutes (e.g., EEO, OSHA, Fair Labor, etc.).
- Organize staff personnel into effective, efficient work groups.
- Ensure that direct reports are granted proper authority and responsibility to carry out assigned functions.
- Review work systems and schedule staff to reduce duplication of effort and unnecessary work.
- Provide consistent training and development of Contact Center employees.
- Assist Contact Center Manager with respect to directing member service and lending functions via digital services.
- Assist Contact Center Manager with Credit Union phone system including voice mail, call accounting information software and maintenance.
- Provide feedback to Contact Center Manager regarding performance and functionality of digital services and make recommendations for improvements.
- Responsible for providing back-up assistance for Contact Center staff when necessary.
- Manage Contact Center processing duties.
Other Duties/Responsibilities list:
- Responsible for developing and maintaining lending operations and member service policies and procedures.
- Randomly audit loan files, delinquent queues, title queues, Welcome Home queues and loans-in-progress queues on a monthly basis.
- Prepare standardized reports as directed by Contact Center Manager.
- Conducts timely employee performance appraisals and coaching and effectively resolves employee issues and performance concern.
- Perform other duties as may be assigned by Contact Center Manager.
Job Knowledge list:
- Working knowledge of laws and regulations affecting Credit Union operations.
- The ability to effectively communicate with all levels of the organization and to outside parties.
- Working knowledge of organization's policies/procedures and Credit Union's service philosophy.
- Working knowledge of the Credit Union's computer systems.
- Working knowledge of management techniques to enhance staff productivity and to maintain positive staff morale.
Job Qualifications (Skills) list (physical considerations):
- Vision: A sighted person to review direct reports' work.
- Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
- Manual Dexterity: Ability to perform necessary computer-related input.
- Physical Mobility: Limited mobility required.
- Requires the ability to work flexible hours.
Job Qualifications (Ability) list:
- Ability to understand and follow complex written and oral instructions.
- Ability to comprehend complex functions and procedures and to be able to disseminate that knowledge in a clear and understandable format to others.
- Ability to express oneself, clearly and concisely, both orally and in writing.
- Ability to prepare and maintain confidential records and reports.
- Ability to gather, assemble, correlate, and analyze facts and develop solutions.
- Ability to analyze statistics and financial data.
Job Qualifications (Education/Experience) list:
- Education: two-year college level of language, math and reasoning skills.
- Experience: Two years’ experience in a related field with equal responsibilities is acceptable.
- Formal training should be supplemented with continuing education.
Working Conditions list (Material and Equipment Involved):
- Personal Computer/Printers
- In-House Computer System / Internet
- Phone Console/Voice Mail
- Computer 10-Key Calculator
- Typewriter/ Fax Machine
- Photocopy Machine
- Call Account Computer
- Headsets/Amplifiers
Work Environment/Physical Activities list:
- Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required.
Physical Requirements list:
- Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
- Must be capable of climbing/descending stairs in emergency situation.
- Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
- Must be able to routinely perform work on computer for an average of 6-8 hours per day.
- Must be able to work extended hours whenever required or requested by management.
- Must be capable of regular, reliable and timely attendance.
- This position requires the ability to work a rotating schedule, which may include varying start times based on business needs.
- Reasonable accommodations will be considered in accordance with applicable law.
Working Conditions (again) list:
- Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.
Mental And/or Emotional Requirements list:
- Must be able to perform job functions with supervision and work effectively either on own or as part of a team.
- Must be able to read and carry out various instructions and follow oral instructions.
- Must be able to speak clearly and deliver information in a logical and understandable sequence.
- Must be able to perform basic mathematical calculations with extreme accuracy.
- Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
- Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace.
- Must be able to effectively handle multiple, simultaneous, and changing priorities.
- Must be capable of exercising highest level of discretion on confidential matters.
Pay: Starting Salaried Pay: $59,590.97 (may increase depending on relevant experience)
Schedule: Already covered in Physical Requirements (rotating schedule) and flexible hours. We'll include schedule section with that info.
We must not duplicate content. Some schedule info appears in Physical Requirements; we can still include schedule section summarizing: ability to work flexible hours, rotating schedule with varying start times, extended hours as needed.
Now we need to output HTML fragment only, no or . Use
headings.
We need to decide which sections to include: About the role, Responsibilities, Requirements, Qualifications, Skills, Pay, Schedule. Could also include Working Conditions, Physical Requirements, Mental Requirements as sub-sections under Requirements or Qualifications. But instruction says use those headings as examples; we can add others if needed but better to stick to given list. However we have a lot of detail that may not fit neatly into those categories. We could embed details under appropriate headings: e.g., Under Responsibilities we put Essential and Other duties. Under Requirements we put Job Knowledge. Under Qualifications we put Education/Experience, Skills, Ability. Under Skills we could put physical considerations? But we already have Skills heading; maybe we put physical considerations there. But we also have Ability list; could be under Qualifications. We'll need to avoid empty sections.
Let's design:
About the role
Who We Are paragraph + General Purpose.
Responsibilities
- ... essential duties...
- ... other duties...
Requirements
Job Knowledge:
- ...
Qualifications
Education/Experience:
- ...
Skills (physical considerations):
- ...
Ability:
- ...
Pay
Starting Salaried Pay: $59,590.97 (may increase depending on relevant experience)
Schedule
Requires the ability to work flexible hours, a rotating schedule with varying start times based on business needs, and extended hours as
- for any list of duties/requirements/benefits. Use
for prose. We need to preserve all substantive information: that includes the Who We Are paragraph, General Purpose, Essential Duties/Responsibilities (list), Other Duties/Responsibilities (list), Job Knowledge (list), Job Qualifications (Skills) (list), Job Qualifications (Ability) (list), Job Qualifications (Education/Experience) (list), Working Conditions (list), Physical Requirements (list), Mental And/or Emotional Requirements (list), etc. Also Starting Salaried Pay. Also schedule info. We must remove boilerplate: EEO etc, duplicated lines, navigation, legal, scam-warning, cookie etc. Also remove repeated "Black Hills Federal Credit Union is an equal opportunity employer." etc. Also remove "Notice: This job description is not intended..." etc. Also remove "Working Conditions Must be able to routinely perform work indoors..." maybe that's substantive? It's about work environment; we can keep as part of Working Conditions. We need to format lists appropriately. Let's extract content. Who We Are paragraph: "We have the fundamental belief that we, as an organization, can and will improve lives. Rooted in the centuries-old credit union philosophy of people helping people, we maintain a simple premise. Those we interact with will receive equal and just treatment, devoid of intolerance, false judgment, racism, or discrimination of any kind. We must not accept less if we are to fulfill our mission, "We Improve Lives." This mission empowers us to serve the greater good and to make a difference in our world. Our cooperative structure creates a cycle of mutual assistance towards the common goal of the financial well-being of members. At Black Hills Federal Credit Union (BHFCU), we’re committed to improving the lives of our members every day, and we look for people who share that passion. Don’t have a ton of financial industry experience? No problem. Our onboarding includes an orientation program with ongoing training to help staff further their career at BHFCU by building on their existing strengths." General Purpose: "Responsible for the daily operation of the Contact Center." Essential Duties/Responsibilities list (multiple sentences). Let's break into bullet points: - Direct daily Contact Center area operations. - May delegate portion of responsibilities, when necessary, but may not delegate responsibility for results or accountability. - Implement and execute all Contact Center Manager approved decisions. - Remain current on changes within the legal, regulatory, economic, competitive and technology environments that may affect the loans and member services functions. - Assist Contact Center Manager with respect to recommendations for hires, terminations, promotions, transfers, performance appraisals, training and development, and interpretation of Credit Union rules and policies for department personnel. - Conduct all personnel functions in accordance with applicable statutes (e.g., EEO, OSHA, Fair Labor, etc.). - Organize staff personnel into effective, efficient work groups. - Ensure that direct reports are granted proper authority and responsibility to carry out assigned functions. - Review work systems and schedule staff to reduce duplication of effort and unnecessary work. - Provide consistent training and development of Contact Center employees. - Assist Contact Center Manager with respect to directing member service and lending functions via digital services. - Assist Contact Center Manager with Credit Union phone system including voice mail, call accounting information software and maintenance. - Provide feedback to Contact Center Manager regarding performance and functionality of digital services and make recommendations for improvements. - Responsible for providing back-up assistance for Contact Center staff when necessary. - Manage Contact Center processing duties. Other Duties/Responsibilities list: - Responsible for developing and maintaining lending operations and member service policies and procedures. - Randomly audit loan files, delinquent queues, title queues, Welcome Home queues and loans-in-progress queues on a monthly basis. - Prepare standardized reports as directed by Contact Center Manager. - Conducts timely employee performance appraisals and coaching and effectively resolves employee issues and performance concern. - Perform other duties as may be assigned by Contact Center Manager. Job Knowledge list: - Working knowledge of laws and regulations affecting Credit Union operations. - The ability to effectively communicate with all levels of the organization and to outside parties. - Working knowledge of organization's policies/procedures and Credit Union's service philosophy. - Working knowledge of the Credit Union's computer systems. - Working knowledge of management techniques to enhance staff productivity and to maintain positive staff morale. Job Qualifications (Skills) list (physical considerations): - Vision: A sighted person to review direct reports' work. - Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors. - Manual Dexterity: Ability to perform necessary computer-related input. - Physical Mobility: Limited mobility required. - Requires the ability to work flexible hours. Job Qualifications (Ability) list: - Ability to understand and follow complex written and oral instructions. - Ability to comprehend complex functions and procedures and to be able to disseminate that knowledge in a clear and understandable format to others. - Ability to express oneself, clearly and concisely, both orally and in writing. - Ability to prepare and maintain confidential records and reports. - Ability to gather, assemble, correlate, and analyze facts and develop solutions. - Ability to analyze statistics and financial data. Job Qualifications (Education/Experience) list: - Education: two-year college level of language, math and reasoning skills. - Experience: Two years’ experience in a related field with equal responsibilities is acceptable. - Formal training should be supplemented with continuing education. Working Conditions list (Material and Equipment Involved): - Personal Computer/Printers - In-House Computer System / Internet - Phone Console/Voice Mail - Computer 10-Key Calculator - Typewriter/ Fax Machine - Photocopy Machine - Call Account Computer - Headsets/Amplifiers Work Environment/Physical Activities list: - Occasional travel to one of BHFCU’s branch locations or attendance at community events may be required. Physical Requirements list: - Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. - Must be capable of climbing/descending stairs in emergency situation. - Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. - Must be able to routinely perform work on computer for an average of 6-8 hours per day. - Must be able to work extended hours whenever required or requested by management. - Must be capable of regular, reliable and timely attendance. - This position requires the ability to work a rotating schedule, which may include varying start times based on business needs. - Reasonable accommodations will be considered in accordance with applicable law. Working Conditions (again) list: - Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise. Mental And/or Emotional Requirements list: - Must be able to perform job functions with supervision and work effectively either on own or as part of a team. - Must be able to read and carry out various instructions and follow oral instructions. - Must be able to speak clearly and deliver information in a logical and understandable sequence. - Must be able to perform basic mathematical calculations with extreme accuracy. - Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. - Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. - Must be able to effectively handle multiple, simultaneous, and changing priorities. - Must be capable of exercising highest level of discretion on confidential matters. Pay: Starting Salaried Pay: $59,590.97 (may increase depending on relevant experience) Schedule: Already covered in Physical Requirements (rotating schedule) and flexible hours. We'll include schedule section with that info. We must not duplicate content. Some schedule info appears in Physical Requirements; we can still include schedule section summarizing: ability to work flexible hours, rotating schedule with varying start times, extended hours as needed. Now we need to output HTML fragment only, no or . Use
headings. We need to decide which sections to include: About the role, Responsibilities, Requirements, Qualifications, Skills, Pay, Schedule. Could also include Working Conditions, Physical Requirements, Mental Requirements as sub-sections under Requirements or Qualifications. But instruction says use those headings as examples; we can add others if needed but better to stick to given list. However we have a lot of detail that may not fit neatly into those categories. We could embed details under appropriate headings: e.g., Under Responsibilities we put Essential and Other duties. Under Requirements we put Job Knowledge. Under Qualifications we put Education/Experience, Skills, Ability. Under Skills we could put physical considerations? But we already have Skills heading; maybe we put physical considerations there. But we also have Ability list; could be under Qualifications. We'll need to avoid empty sections. Let's design:
About the role
Who We Are paragraph + General Purpose.
Responsibilities
- ... essential duties...
- ... other duties...
Requirements
Job Knowledge:
- ...
Qualifications
Education/Experience:
- ...
Skills (physical considerations):
- ...
Ability:
- ...
Pay
Starting Salaried Pay: $59,590.97 (may increase depending on relevant experience)
Schedule
Requires the ability to work flexible hours, a rotating schedule with varying start times based on business needs, and extended hours as