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Assistant Manager (Contact Center)

Company: Addition Financial
Location: Longwood
Posted on: August 7, 2022

Job Description:

Please fill out the short form. Afterwards, you will be redirected to the formal online application. Please complete this as well for the highest chance of consideration.

Addition Financial is a member-owned, not-for-profit financial cooperative, offering comprehensive financial solutions that help members achieve their financial goals. Our members have built Addition Financial into a billion dollar institution, rated 5-stars for our strength and security. And in return, Addition Financial has been there for our members and the communities we serve throughout Central Florida, since 1937.

We are the Contact Center

We are a high volume member service group. Our goal is to provide world-class member service, one call resolutions, and product pairing based on each member s individual needs. It is the responsibility of each member of our team to meet these goals as we strive to enhance the Addition Financial brand. We work hard to meet these goals because it means our members lives are changed for the better.

Ours is a culture of empowerment. We believe a highly trained employee is a confident, proficient, and assertive employee. We strive to create a culture of empowerment by giving our staff the freedom to make decisions on the member s behalf to bring resolution to issues, provide service recovery, and ensure each member has the best experience possible. We work in an environment of open communication, shared ideas, and continual improvement in an effort to work smarter and stay people focused.

We expect all members of the Contact Center staff to:

* Adhere to the policies and procedures of Addition Financial, the Contact Center, and their individual team
* Do their best work at all times giving their full attention and best effort in all areas of their performance
* Be at work on time according to their scheduled shifts
* Ask questions, try new things, fail and learn from mistakes, do big things
* Share ideas and best practices that will help shape and support our goal of world-class service

Assistant Manager - Position Summary

Oversees the efficient operation of the Contact Center. Provides leadership and direction as needed to ensure the Contact Center is operationally sound and meets all of its production goals. Responsible for implementing company policies and procedures in all areas of operation. Plans, organizes, and assigns the workflow of the member service area as well as functioning as a working supervisor to the agent staff.

* Essential duties and responsibilities include the following. Other duties may be assigned.
* Trains personnel in skills and telephone service delivery methodology and philosophy.
* Provides strategic guidance to managers and staff, setting performance standards and benchmarks and ensuring management and staff meet or exceed standards.
* Supervises and schedules personnel to ensure adequate staff to meet service delivery demands of members by telephone and occasionally in person.
* Continuously monitors Contact Center operating procedures and processes to improve productivity, response time, and the efficient use of both employees and technology.
* Has a thorough understanding and knowledge of credit union products and services, telephone equipment and software.
* Coordinates vendor interface with Contact Center and other firms and individuals whose expertise and/or equipment is essential to the effective and efficient operation of the Contact Center.
* Establishes authority system for problem resolution to ensure fast turn-a-round time.
* Monitors attainment of established sales goals for the credit union s products and services, and establishes standards to ensure quality service delivery.
* Communicates with managers/supervisory team to identify departmental needs.
* Supports Director and Manager with administrative tasks and coaching process as needed.
* Utilizes resources such as Connections, additionfi.com, and training materials, etc.
* Understands and utilizes phone and computer systems
* Other duties as assigned by Management.

High school diploma or general education degree (GED); and one to two years related experience in a customer/member services environment; or equivalent combination of education and experience. General knowledge of all products and services for cross-selling purposes and general knowledge of the various departments within the organization.

In addition to executing daily strategies to meet departmental goals, supervisory responsibilities include: assigning, and directing work; supporting staff in daily duties, handling escalated member calls and providing solution, interviewing, and training employees; assisting in appraising performance; coaching employees, and resolving problems.

Working With Us:

We re continually recognized as a top employer because we understand people like you want more out of your career. Like making a difference in people s lives and in the community. Being part of a team that supports each other. Feeling good about the time you spend at work each day. And being able to balance your life while also earning a competitive base salary and benefits, including:

* 401k with profit sharing contribution
* Comprehensive medical, dental and vision coverage from leading insurance providers
* Continuing education and up to $5,000 in tuition assistance annually
* Generous vacation and sick pay
* Paid parental leave and volunteer time off
* Major holidays off including Federal holidays that many other industries don't observe
* Credit union benefits including reduced consumer/mortgage loan rates, free checks, and other financial services discounts

At Addition Financial, we accept you for who you are. We are an equal opportunity employer and do not discriminate based on race, color, creed, religion, national origin, sex, marital status, age, or disability/handicap with regards to recruitment, selection, placement, promotion, wages, benefits, and any other areas of employment. Personal perspectives and beliefs are what helps our team members, and our company, grow as a whole and we seek to nurture that inclusiveness. We welcome our team member s diverse viewpoints and work together so that everyone s voices are heard. So, if you re ready to take your career to the next level, Count Us In .

Keywords: Addition Financial, Orlando , Assistant Manager (Contact Center), Executive , Longwood, Florida

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