Assistant Manager, Engagement Center / Call Center

About the role

Abound Credit Union is seeking a friendly, enthusiastic, and awesome personality to serve as the principal assistant to the Call Center Manager. This role involves planning, scheduling, supervising, and evaluating call center workflow and staffing.

Responsibilities

• Serves as first-line supervisor for call center agents.
• Supports the call quality program within MRB and conducts employee coaching as directed by the manager.
• Coaches and trains staff providing prompt, accurate, and friendly service.
• Maintains a professional and friendly demeanor.
• Monitors call volumes using information gathered from daily, weekly, and monthly reports.
• Develops schedules using an Erland C calculator, historical call volumes, goal wait times, and expected staffing needs.

Requirements

• Bachelor’s degree or related field OR equivalent work experience.
• Customer service management experience and specialized financial courses a plus!
• Ability to effectively communicate Credit Union products and services.
• Self-motivated and enthusiastic with a willingness to support others on your team.
• Ability to proficiently operate a computer, calculator, and copier.

Qualifications

• Not specified.

Skills

• Not specified.

Benefits

• Great Salary
• Pension
• Health, Dental, Vision and Other Insurance Coverage
• Paid Personal Time Off
• Paid Holidays
• Life Insurance
• Short and Long-Term Disability
• 401(k) with matching funds
• Tuition Reimbursement
• HSA, FSA, and Dependent Care Spending Accounts

Pay

$24.95 / hour