Member Contact Center Assistant Manager - Idaho Central Credit Union

The Member Contact Center Assistant Manager will effectively assist in managing all areas of the Member Contact Center including but not limited to operations, quality control, training, coaching, and Net Promoter Score.

• Maintains a strong focus on helping each member achieve financial success.
• Ensure member experiences are always at or above our Eagle Service Standards.
• Behaves consistently with ICCU’s Core Values of Honesty, Integrity, Respect, Dignity, Growth, Performance, Improvement and Accountability always.
• Be a positive influence on creating an upbeat and energetic team Culture.
• Working with the Member Contact Center Manager ensure smooth operation of the Member Contact Center in all areas. Contact center of 70 plus agents.
• Develop teamwork and cooperation of team members to meet department goals.
• Keeping your manager informed of member needs or desires regarding products and services.
• Conduct regular quality checks and coordinate with other Member Contact Center Supervisors to ensure team members are evaluated regularly and effectively.
• Provide leadership in Member Contact Center Manager's absence.
• Provide recommendations in coordination with the Member Contact Center Manager to improve quality of the contact center including member contacts and team member engagement/retention.
• Conducts regular one on ones to discuss progress toward goals, member feedback, and provide coaching.
• Coordinate and lead quarterly trainings with the MCC supervisors to train their team members.
• Review Idea Central for the MCC.
• Review policies, procedures, and account audits.
• Assist in reviewing member feedback via Net Promoter Score surveys.
• Coordinate with other departments to ensure effectiveness and efficiency between them and the MCC
• Engage in a positive culture that fosters Credit Union values within the Member Contact Center.
• Act as MCC Manager in MCC Manager’s absence.
• Additional duties as assigned.

Bachelor's degree in relevant field preferred. Three to five years management experience preferred. Working knowledge of Cisco phone, Calabrio workforce management, and salesforce systems preferred. Effectively work and communicate with administration and department heads. Ability to cope with pressured situations, have excellent communication and people skills. Always maintain the confidentiality of Credit Union and member records.

Performance Standard:

A demonstrated cooperative and positive attitude toward members and other Credit Union staff. Self-motivated and takes steps to continually expand knowledge of financial industry. Professional in appearance, attendance, quality, and quantity of work performed. Ability to work under pressure and through conflicting situations. Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union.

Physical Requirements:

• Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.).
• Sit for extended periods of time.
• Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc.
• Repetitive motion using wrists, hands, and fingers.
• Reach keyboards.
• Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at Idaho Central Credit Union to obtain employment.

Idaho Central Credit Union is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.