Assistant Manager, Engagement Center / Call Center

Job Description

Job Description

Assistant Manager, Member Engagement Center / Call Center

Are you ready to join a team that is committed to hardworking Kentuckians?

If so, Abound Credit Union might be the place for you!

We are driven by our selfless dedication to members and community. We create a connected , learning-driven , and fun environment that fuels our passion to inspire financial wellness. We do that by sharing our knowledge, strength, and accessibility to provide market-leading value that makes more possible for our members.

Here at Abound Credit Union, culture is a big deal. We roll up our sleeves each day to make this an awesome place to work. We want to bring great things to our communities, be awesome to each other, ready for whatever comes our way, and are hungry to learn and grow as people and professionals. Our best is built from the inside out.

Abound Credit Union is now hiring friendly, enthusiastic, and just overall awesome personalities to serve as the principal assistant to our Call Center Manager and will plan, schedule, supervise, and evaluate call center workflow and staffing.

What You’ll Do:

• 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.
• 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.

**Full job description will be provided if you are selected for an interview.

What We Need:

• 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.
• Maintain a professional and friendly demeanor.
• Ability to proficiently operate a computer, calculator, and copier.

Our 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

Salary Info:

$24.95 / hour