Assistant Manager, Contact Center

Member Contact Center Assistant Manager

At Municipal Credit Union, we believe that an incredible culture helps create a happy and motivated team that works hard to achieve the best results for themselves and their members. For more than 100 years, MCU has provided affordable financial products and convenient services to a membership base that is now comprised of over 600,000 individuals. With each new generation we have the pleasure of interacting with, we maintain the credit union promise of people helping people.

Our Mission: To help hard-working New Yorkers build better tomorrows

Our Vision: Be New York's most loved financial institution by helping our members build their best financial futures

The Member Contact Center Assistant Manager provides leadership, oversight, development, coaching and training of a high performance team of contact center member service representatives to ensure a first-call resolution response while continually providing an excellent member service experience. Maintain effective oversight and leadership in a high volume contact center environment.

Responsibilities:

• Responsible for leading, supervising, and managing a team of 12 15 call center representatives to ensure effective and efficient member service in a high volume first call resolution environment.
• Observe, monitor, and coach contact center MSR's to provide a premier member experience.
• Schedule, assign, and coordinate proper coverage of call volume based on skill set and routing.
• Handle all escalated member calls from level, 2, 3 and 4 agents along with all escalated calls from third party service providers.
• Drive employee engagement through leadership approved recognition programs, feedback, team building activities and professional development plans.
• Collaborate with our Learning and Development Team to ensure effective new hire onboarding, upskilling and cross training programs.
• Manage ticketing and response process for third party vendors, member communication channels, and digital experience channels to ensure timely response and handling of member requests.
• Identify trends based on communication channels and make recommendations for process improvements, system changes, or other adjustments to ensure a strong member experience.
• Work closely with areas (Loan Servicing, Cards Services etc.) to locate and correct gaps in the member and/or employee experience.
• Meet and exceed critical KPI's for success of contact center, including but not exclusively (Average Speed to Answer, Adherence, QA Scoring, Account Referrals, Loan Referrals)
• Assist with the design and execution of strategies to increase member referrals from the Member Contact Center Service Team to our sales teams.
• Evaluate knowledge gaps in agent performance and develop policies, procedures, and guides to assist with improving member experience.
• Hire, Onboard, Train, and Coach MSR's to ensure consistent performance and member experience.
• Conduct side-by-side or silent listening to MSR live calls to evaluate performance and manage member experience through on-the-call and on-the-spot coaching.
• Conduct call calibration sessions with MSRs and QA using recorded calls. Ensure at minimum 5 per team member per month.
• Act as a resource to agents regarding procedural, process, or risk related issues.
• Provide regular reporting to agents and management on team performance to KPI's.
• Provide regular one-on-one's for agents to ensure consistent performance and appropriate performance management.
• Prepare annual performance appraisals for MSR's.
• Provide back up support to MSR queues during high volumes as needed.
• Perform other related duties as requested and special projects as assigned

Requirements:

• Demonstrated success in planning, organizing, leading people and activities. Ability to motivate, direct and coach staff.
• Ability to perform in a high-volume environment and meet deadlines while maintaining exceptional attention to detail.
• Technologically proficient.
• Excellent interpersonal, oral and written communication skills.
• Banking experience preferred.
• 3-5 years' Call Center experience required.
• Previous Call Center management/leadership/supervisory experience preferred.
• Previous sales experience preferred.
• Ability to multi-task; good time management skills.
• Ability to work well under pressure.
• Ability to demonstrate critical thinking.
• Excellent research and problem-solving skills.
• Flexibility to work any shift, including early mornings, evenings and Saturdays.
• Proficiency in Microsoft Office Suite.
• Highly ethical.

Leadership Competencies:

• Proven ability to manage change
• Capacity to take calculated risks and innovate
• Experience in setting vision and strategy
• Lead by example and encourage team in developing adaptability
• Successful in communicating effectively
• Prioritizes developing others
• Thinking that values diversity and difference
• Proven ability to build and maintain relationships at all levels of the organization
• Skilled at managing effective teams and work groups that default to action, are accountable, and take ownership of work

Why you'll be a good fit:

Our Core Values are an integral part of who we are and who we hire. By living our Core Values, every day, we continue to attract the best and brightest talent, achieve unsurpassed results and continuously challenge ourselves to be better than yesterday. These values are at the heart of our organization and within every teammate. To be a great fit, you'll bring the following:

Results - We are passionate about winning.

Agility - We proactively anticipate, respond and pivot to ensure MCU wins.

Integrity - We operate with the highest ethical standards and highest degree of honesty.

Belonging - We cultivate a culture of inclusion and teamwork.

Ownership - We take personal responsibility and hold ourselves accountable for the results.

Why You'll Love Working Here:

The pay range for this position is between $75,000-94,400 annually. Actual base pay offered may vary depending on a number of factors such as job-related knowledge, skills, experience, and location. Employees in this position may also be eligible for a discretionary bonus, 401(k) with an 6% employer match per pay period. Benefits for this position include Medical, vision, dental, life, and disability insurance, flexible paid time off and 11 paid holidays annually.

Municipal Credit Union (MCU) is an Equal Opportunity Employer. Municipal Credit Union provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state or local laws.

We are committed to hiring, training, cultivating, promoting, and celebrating an environment where we have a welcoming and fulfilling place for all people to call home. Diversity of race, thought, sexual orientation, age, veteran status, religion, and disability will empower us to thrive as individuals, as teams, and as an organization.