Job Detail

POSITION TITLE: Call Center Assistant Manager

REPORTS TO: Call Center Manager

SUPERVISES: Call Center Representatives

JOB STATUS: Exempt

JOB GRADE: 10: $48,531.00 - $72,797.00 annually

JOB SUMMARY:

We're seeking an employee who will be responsible for the supervision and efficient operations of the Call Center. The person in this position strives to achieve overall member satisfaction by providing quality service and support to State ECU members and fellow employees. This employee works to meet department assigned goals and operations support functions (Must be in current position 24 months).

All employees of State Employees Credit Union are proactive, result driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management.

Duties/Responsibilities:

• Participate in the hiring, training, and coaching of employees in conjunction with the Call Center Operations Supervisor.

• Train and supervise Call Center staff in conjunction with the Call Center Operations Supervisor by assigning work, answering questions, solving problems, and helping with complex transactions and sensitive member relations problems. Provide staff with feedback in monthly staff meetings.

• Mentor employees to ensure they are adequately trained and consistently meeting department goals for; calls answered/abandoned and member service.

• Performs, reviews and assists with written performance evaluations for employees of the Call Center and makes written recommendations for direction of call center representatives.

• Assist in tracking member feedback, analyzing employee performance and recommending solutions for improvement.

• Perform monthly call quality reviews in the form of Call Monitors in cooperation with the Call Center Operations Supervisor and senior Call Center personnel. This includes but is not limited to recording, scoring and submitting calls and score sheets to the Call Center Manager. This also includes monthly coaching sessions with staff in order to improve overall quality of calls.

• Direct senior Call Center Representatives to initiate and maintain the Call Monitors that they are required to perform and helping them to execute them

• Develop, apply, and evaluate policies and procedures for the Call Center to assist in efficiencies and streamlining.

• Prepares monthly Call Center Incentive Reports for the Call Center Manager.

• Prepares monthly Call Center Statistic Report for the Board of

• Responsible for researching member inquiries to ensure proper follow-up and member satisfaction.

• Maintain a thorough working knowledge of existing and new credit union products and services and share that knowledge with Call Center staff in the form of Product of the Month training, in conjunction with the Call Center Operation Supervisor.

• Oversees the following programs which are based within the Call Center; SWBC and State ECU Loan Pay, Client Central, Co-Op, RSA, Mobile Pay Activation, DocuSign and MeridianLink and General Operations Support for State ECU.

• Serve as backup to Operations Supervisor to oversee work schedules to include lunch hours, vacation or time off requests and other projects and duties as assigned. Assure proper staffing and completion of tasks in Call Center, approve time cards on a biweekly basis ensuring that staff is minimizing over-time as well as verifying proper clock in and out procedure

• Understands compliance issues & attends training as they relate to Call Center Assistant Manager, including, but not limited to Bank Secrecy Act; Reg P; Patriot Act.

• Performs other duties as assigned.

Required Skills/Abilities:

• Physical Demands - Requires sitting for long periods of time, some standing, walking, kneeling, stooping, bending, lifting, grasping and fine hand coordination. Visual and aural acuity required. Finger and hand dexterity required. Must be able to lift 20 pounds maximum, with occasional lifting and/or carrying of objects weighing up to 10 pounds. Requires ability to read and write English and ability to communicate with members, and personnel. Must have ability to evaluate and interpret information and make independent decisions. Requires ability to remain calm under stress.

• Work Conditions - Inside.

• Job Related Travel - As required.

Education/Experience:

• Must be at least 18 years of age.

• Must be a graduate of an accredited high school or have the equivalent of a high school diploma (G.E.D. certificate).

• Must be able to speak, write and understand English. Excellent verbal and written communication skills are necessary.

• Must have knowledge of office machines and equipment and be able to type.

• Patience, tact, enthusiasm and positive attitude toward the members and general public.

General Requirements:

Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to:

• Works in a safety conscious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.

• Adheres to policy on Drug Free Workplace.

• Complies with company policies and procedures and local, state and federal regulations.

• As a condition of employment, new hires must be fully vaccinated against COVID-19 on or before the first day of employment (subject to legally mandated exemptions).

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.

• Must be able to lift 15 pounds at times.

• Must be able to access and navigate each department at the organization's facilities.

State Employees Credit Union offers a highly competitive benefits package

Applications must be received by Human Resources

State Employees Credit Union of New Mexico is an Equal Opportunity Employer