Assistant Contact Center Manager, Oklahoma City, Oklahoma

ROLE PURPOSE

The Contact Center Member Service Assistant Manager (CCMSAM) supervises the daily operation of the Member Service Representatives and Member Resolution Specialists. This includes a wide variety of member and employee interactions that originate through remote delivery channels (telephone, mobile, web, e-mail) and assures WEOKIE Federal Credit Union’s high standards of extraordinary member service are consistently achieved within a fast paced, high call volume environment. This role is also responsible for assisting with WFCU knowledge base recommendations and changes to ensure accurate information is being relayed to members and employees.

MAJOR FUNCTIONS

1. Lead the Contact Center Team to consistently meet established service standards, providing members and employees with extraordinary service. Ensure the department is operating efficiently and reliably, is in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and is performing at a high level.

2. Ensure continued professional growth of department through consistent observation, coaching and review of performance.

3. Maintain appropriate, well trained, and motivated staffing levels. Provide quality on the job training and ensure that department maintains knowledge, engage with members and employees, make members and employees feel valued and consistently apply defined service standards.

4. Drive team performance, continuous improvements and operational efficiencies in order to meet or exceed call center strategic initiatives.

5. Work with the New Employee Development Assistant Manager to make recommendations to information in the knowledge base to ensure it is up to date, provides accurate information, and is easy to use.

6. Develop and monitor the implementation of operating plans, success measurements, and processing efficiencies.

7. Acts as liaison to other WFCU departments.

8. Serve as a back-up knowledge resource. Identify employee’s requests and assist with providing a resolution. Member Service Assistant Manager will assist Member Service Representatives in using interactions with members and employees as training opportunities to further the MSR’s knowledge. They perform routine research and also serve as the first line of support to field basic MSR inquiries in regards to Card Services, Digital Services, Deposit Services, Deposit and Lending Accounts, IRAs, Trust Accounts, and Deceased Accounts. Utilize multiple software applications/tools including but not limited to FISERV, CLIENTLINK, ARCHITECT, PARTNERCARE, SWBC, ASCENSUS, CHECKWRITER, ENCORE, SUPERVISOR DASHBOARD, SCO WEBCAPTURE, WIREXCHANGE, DDS, ACTIVITY MANAGER, REMEDY FORCE, BCT, SECUREPAY, DNA, SIMPLEXUS, MERIDIANLINK, LOANS PQ, TRANZACT, DOCUSIGN, SILVERCLOUD, and MYRIAD. Member Service Assistant Manager is expected to process escalations and facilitates a follow up with the appropriate department when addressing specific and in-depth questions.

9. Performs other duties as required.

ROLE IMPACTS

1. The Contact Center is a high performing and leading edge call center relative to other financial institutions.

2. The service expectations of members are exceeded through consistent application of extraordinary service standards.

3. Plans are well thought out, efficiently implemented, well communicated and effectively drive the Credit Union towards its strategic goals and tactics.

4. Consistently meets and often exceeds established performance metrics.

5. Service complaints are addressed promptly and resolved through excellent use of judgment that balances the needs of the three WFCU stakeholders.

6. The Contact Center is operated in a safe and sound manner, with work processed accurately.

7. A positive and motivating work environment is maintained that encourages individual growth and success for all employees within the Contact Center.

QUALIFICATIONS

A. Specialized or Technical Knowledge and Skills: The Member Service Assistant Manager must possess a high degree of working technical knowledge in the areas of Member Service, BCT, WFCU products and services, problem solving and excellent decision/judgment skills.

1. High School Diploma or GED required. Associate’s Degree preferred in related field or equivalent combination of education and experience.

2. A Minimum of two years related experience and/or training; or equivalent financial and or management experience preferred. A proven ability to effectively lead a team is required. Experience in a call center environment, preferably at a Credit Union or other financial institution is preferred.

3. Demonstrated ability to lead others

4. Demonstrated ability to analyze, reason, problem solve, and prioritize work independently.

5. Ability to motivate, develop and reward staff.

6. Effective time management.

7. Demonstrated ability to work in a fast paced and ever changing environment.

8. Excellent analytical, managerial, written, communication and interpersonal skills.

9. Must be familiar with Contact Center operations.

10. Demonstrated intermediate knowledge with Microsoft office.

B. Behavioral Competencies: Behavioral competencies are the skills and personal characteristics that an individual should possess in order to be successful in this position.

1. Core Competencies: Core competencies are consistent for all positions across the organization and are aligned with WFCU’s core values.

a. Member Focus (internal and external): Builds member confidence, is committed to increasing member satisfaction, sets achievable member expectations, assumes responsibility for solving member problems, ensures commitments to members are met, solicits opinions and ideas from members.

b. Dependability: Meets commitments, works independently, accepts accountability, handles change, sets personal standards, stays focused under pressure, and meets attendance/punctuality requirements.

c. Integrity/Ethics: Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys good and bad news.

2. Job Specific Competencies: The following stand out among a long list of behavioral competencies for this position:

a. Leadership: Leads through change and adversity, makes the tough call when needed, builds consensus when appropriate, motivates and encourages others.

b. Managing for Results: Sets challenging and productive goals for team, keeps team accountable for actions, provides leadership and motivation, provides resources and support, uses checkpoints and data to track progress, sets up systems and processes to measure results.

c. Managing Performance: Applies clear/consistent performance standards, handles performance problems decisively and objectively, is direct but tactful, provides guidance and assistance to improve performance.

d. People Development: Provides feedback and coaching, rewards hard work and risk taking, takes mentoring role, challenges and develops employees, accepts mistakes, provides visibility/opportunity.

e. Job knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.

f. Communication skills: Able to communicate complex financial issues and instill confidence in the credit union’s financial position to a wide variety of audiences with varying degrees of technical expertise.

g. Relationship building skills: develops new business, identifies opportunities for additional products and services Members can benefit from, translates product features to benefits, has good listening skills, and is sensitive to Members’ needs.

h. Interpersonal Skills: Flexible/open-minded, negotiates effectively, solicits performance feedback and handles constructive criticism.

C. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit and talk and hear. The employee must occasionally lift and/or move up to 25 pounds.

D. Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The worker is not substantially exposed to adverse environmental conditions. The noise level in the work environment is usually moderate.

EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

WEOKIE does not and shall not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all our members, our staff, clients, volunteers, subcontractors, vendors, and clients.