• Call Center Assistant Manager

    Job Locations US-AZ-Mesa
    Req No.
    2018-1822
    Category
    Call/Contact Center
    Type
    Regular Full-Time
  • Overview

    UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base. At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful.

    Responsibilities

    • Provides service and sales leadership while assisting in overseeing the daily activities of the Call Center Department and ensuring that all standards including policy, procedures and audit requirements are met.
    • Assists and supports the Call Center Management in leading a team of agents to meet and exceed sales and service goals.
    • Supervises and coaches team on professionalism, sales techniques, service expectations, and compliance guidelines, ensuring maximum performance, service levels and appropriate results are being achieved.
    • Tracks, identifies and implements plans to raise quality levels to meet or exceed standards and identifies service quality issues in products, training, and branch contacts and recommends appropriate action.
    • In coordination with management, develops and ensures successful execution of annual objectives, goals and strategies for the Call Center Department including accountability for budgeted expenditures.
    • Creates and supports an atmosphere which promotes the Credit Union’s strategic goals through mutual respect, consideration of others and open communication.
    • Resolves complex issues (i.e. escalated member calls), establishes work priorities, and makes decisions within established guidelines and/or authorities.
    • Monitors calls received by the department staff and evaluates service quality according to established measurements.
    • Recommends, establishes, and implements department-operating procedures.
    • Provides training and assistance with Products & Services, including Consumer & Real Estate Loan information.

    Qualifications

    • High school diploma or equivalent required, some college preferred with a minimum of four years-related Call Center experience, Automated Call Distribution and Consumer and Real Estate Lending knowledge preferably in a financial institution.
    • Requires a minimum of three years supervisory experience, the ability to communicate effectively, both verbally and in writing, and excellent interpersonal skills with the ability to provide constructive feedback to both management and staff, strong analytical, problem solving, decision-making and time management skills and proficiency in word processing software and spreadsheet software applications.
    • Exceptional sales and members skills with a demonstrated aptitude for sales achievement and goal obtainment also required.
    • Must be able to work with minimal supervison.

     

    See the UNIFY Difference!


    At UNIFY, we believe that each team member is a valued contributor. Through a teamwork approach, we strive to provide a positive and rewarding workplace that helps our team succeed. UNIFY provides a work environment which promotes learning, growth, and the opportunity for team members to challenge themselves. We work together for a common goal, "to provide superior service to our members."

    Competitive Compensation and Excellent Benefits Package* Includes:

    • Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance
    • Dependent and Medical Care - Flexible Spending Accounts
    • Vacation, Sick, Personal and Holiday Pay
    • 401(K) Plan with employer match
    • Education reimbursement for approved programs
    • UNIFY banking privileges for you and your family

    *All programs subject to review and change

     UNIFY is proud to be a drug-free, equal-opportunity employer.  For more information on UNIFY, visit us at www.unifyfcu.com

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed