Assistant Manager

About the role

The Call Center Assistant Manager at Unitus provides leadership and support to the Call Center staff to ensure they meet and exceed the Credit Union's sales and service standards.

Responsibilities

• Uses effective leadership skills to assist in hiring, coaching, and developing Call Center staff to ensure each member and employee is successful.
• Observes and analyzes department and individual performance, provides feedback and assistance to staff, and creates and implements action plans to address areas identified for correction, ensuring a high level of service delivery.
• Models and utilizes effective phone consultation and problem resolution/listening skills and behaviors when working with internal and external members, while also employing time management practices consistently and demonstrating follow through to resolve routine and complex member requests and challenges.
• Acts as a resource for others by assisting with complex member situations utilizing good judgment within approved authority levels.
• Maintains current knowledge of all procedures, products and services, and processes offered by the Credit Union to ensure accurate and reliable service to members, including referrals and/or sales to meet the financial needs of our members.
• Collaborates with call center managers to identify staff training needs and conduct regular staff briefings for operational and financial services educational topics to support the department in meeting credit union goals and standards.
• Continuously evaluates and identifies opportunities to drive accuracy and efficiency by analyzing and executing process enhancements, appropriately scheduling call center staff, and forecasting to meet member demands.

Requirements

• Bachelor’s degree or equivalent in work experience.
• A minimum of two years in the financial services industry with experience in a team lead or supervisory role.
• Average of at least two years managing a wide range of productivity statistics, service levels, and the systems to manage these.
• Experience in guiding others in resolution of technical procedures and/or policies, problem resolution, and other basic skills needed to lead others effectively in oral or written fashion.
• Call center experience preferred.
• Spanish-speaking skills are required.

Qualifications

• Bachelor’s degree or equivalent in work experience.
• Minimum of two years in the financial services industry with experience in a team lead or supervisory role.
• Average of at least two years managing a wide range of productivity statistics, service levels, and the systems to manage these.
• Experience in guiding others in resolution of technical procedures and/or policies, problem resolution, and other basic skills needed to lead others effectively in oral or written fashion.
• Call center experience preferred.
• Spanish-speaking skills are required.

Skills

• Effective leadership skills.
• Phone consultation and problem resolution/listening skills.
• Time management practices.
• Knowledge of all procedures, products and services, and processes offered by the Credit Union.
• Ability to collaborate with call center managers.
• Ability to analyze and execute process enhancements.

Benefits

• Maintaining wellness and work/life balance.
• Medical + Dental + Vision coverage.
• Flexible Spending Accounts + HSA.
• Up to 20 days of Paid Time Off (PTO) during the first twelve months of employment.
• 12 paid holidays per year.
• 401(k) Retirement Savings.
• Annual Incentives (*eligibility dependent).
• Employee Assistance Plan.
• Tuition Reimbursement.
• Student Loan Debt Repayment.
• Transit & Parking benefits.
• Paid Volunteer Time Off.

Pay

Competitive pay programs.

Schedule

Hours vary based on department needs.