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Service Center (Call Center) Assistant Manager

Please reference the schedule and minimum qualifications listed below before applying.If you need assistance with filling out our application form or during any phase of the application, interview, or employment process, please notify our Human Resources Team at 801-366-6947 option 1 or email macurecruiting@macu.com and every reasonable effort will be made to accommodate your needs in a timely manner.Job SummaryTo assist in and manage the operations and staff of the call center both inbound and outbound calls. To ensure quality service to the members and enhance their financial relationships with the credit union.Job DescriptionLOCATION:Remove In MACU Footprint• Utah• Nevada• Idaho• Montana• Arizona• New Mexico• TexasScheduleMonday-Friday 10:00am-7pm; Rotations weekends (usually 1-2 a quarter)Schedule could change based on business needImportant InformationPlease note: this is an hourly positionJob DescriptionTo be effective, an individual must be able to perform each job duty successfully.• Coaches and trains call center agents regarding sales and servicing techniques.• Educates external members regarding products and services.• Uses AAA to excel in member experience while leveraging our Products and Services to improve the member’s financial lives.• Supervises employees, including coaching and development, minor disciplinary actions, performance appraisals, goal setting, reward and recognition, career development, etc.• Assists agents in resolving problem accounts / escalations, while coaching for continuous improvement to enhance agent’s daily productivity.• Monitors agents calls and reviews key metrics daily, weekly and monthly ensuring both quality standards and all policy and procedures are met.• Assists in the budget and departmental planning sessions driving innovation / improvements across the department• Ability to manage multiple channels of member contact (Inbound and Outbound) - phone, chat, email, mail, applications, etc.• Performs audits to ensure we meet the high compliance requirements both externally (regulations) and internally (procedures).• Holds approval authority in making business decisions related to call center agents supervised.• Performs other duties as assigned.KNOWLEDGE, SKILLS, And ABILITIESThe requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.ExperienceThree years of similar or related experienceEducationTwo-year college degree or completion of a specialized course of study at a business or trade school or equivalent~Computer/Office Equipment SkillsBasic computer operating skills. Advanced skills in Microsoft Office (Outlook, Word, Excel) Must have a good knowledge and confidence in working with Symitar. Type a minimum of 35 words per minute. 10-Key experience.Managerial ResponsibilityHas managerial responsibilities that are assigned and over seen by area manager. Managerial responsibilities are direct or through work/team leaders or assistants. Estimates personnel needs and assigns work to meet these needs. Supervises, coordinates, coaches and reviews the work of assigned staff. Recommends candidates for employment, conducts performance evaluations and salary reviews for assigned staff, and applies company policy/disciplinary action.Other Skills And AbilitiesAbilities usually acquired in three years Call Center Supervisory experience. Must have a thorough knowledge and understanding of credit union policies and procedures in loan origination and new accounts functions. Must have the ability to coach and direct the work of others to give quality service. Must have a basic knowledge of the use and function of Automated Call Distributing systems and other telecommunications equipment. Must have the ability to supervise and lead others to give quality service. Must have the ability to sell financial services and train and coach others in referring the products and services of the credit union. Must have the ability to work in a team environment and promote teamwork among staff.Physical Abilities / Working ConditionsPhysical DemandsAbility to talk, hear, sit, use hands to handle or feel and reach with hands and arms consistentlyVision RequirementsClose vision (clear vision at 20 inches or less)Distance Vision (clear vision at 20 feet or more)Weight Lifted or Force ExertedAbility to lift up to 10 pounds consistently and up to 25 pounds occasionallyEnvironmentalThere are no unusually environmental factorsNoise EnvironmentModerate noise (business office with computers and printers, light traffic)• This Job is not eligible to be performed in Colorado or Connecticut, either remotely or in-person.***Mountain America Credit Union is an EEO/AA/ADA/Veterans employer.

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What You Should Know About Service Center (Call Center) Assistant Manager, Mountain America Credit Union

Are you ready to take your leadership skills to the next level? Mountain America Credit Union is looking for a dynamic Service Center (Call Center) Assistant Manager to join our team in Nevada! In this role, you will play a pivotal part in managing the operations and staff of our call center, ensuring top-notch service for our members. Your day-to-day will involve coaching and training call center agents, enhancing their sales techniques and service delivery, while also reviewing their performance to help them reach their goals. This is a fantastic opportunity to not only supervise a team but also to create a welcoming environment where everyone can thrive. You will have the chance to educate our members about our products and services, using your knowledge to strengthen their financial relationships. Your strong analytical abilities will be put to work as you monitor calls and key metrics, ensuring we meet our high-quality standards. With a schedule from Monday to Friday and occasional weekend rotations, this hourly position is perfect for those looking to find a great work-life balance. If you’re passionate about coaching and leading in a supportive role with a focus on innovation and continuous improvement, we would love for you to apply for the Service Center (Call Center) Assistant Manager position at Mountain America Credit Union!

Frequently Asked Questions (FAQs) for Service Center (Call Center) Assistant Manager Role at Mountain America Credit Union
What will be the responsibilities of the Service Center (Call Center) Assistant Manager at Mountain America Credit Union?

As the Service Center (Call Center) Assistant Manager at Mountain America Credit Union, your primary responsibilities will include coaching and training call center agents, supervising daily operations, resolving escalated issues, and ensuring quality service to our members. You will also monitor and evaluate call metrics, assist in budgeting, and ensure compliance with internal and external regulations.

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What qualifications are needed to apply for the Service Center (Call Center) Assistant Manager position at Mountain America Credit Union?

Candidates for the Service Center (Call Center) Assistant Manager role at Mountain America Credit Union should have at least three years of relevant call center supervisory experience and a two-year college degree or equivalent specialized training. Proficiency in Microsoft Office and experience with telecommunications systems are also required.

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How does the Service Center (Call Center) Assistant Manager contribute to team development at Mountain America Credit Union?

In the role of Service Center (Call Center) Assistant Manager at Mountain America Credit Union, you will play a crucial role in team development by providing ongoing coaching, performance evaluations, and professional development opportunities for agents. You will be responsible for fostering a team environment that encourages collaboration and engagement.

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What are the working hours for the Service Center (Call Center) Assistant Manager at Mountain America Credit Union?

The Service Center (Call Center) Assistant Manager at Mountain America Credit Union will typically work from Monday to Friday, from 10:00 am to 7:00 pm, with occasional weekend rotations. This schedule allows for a good work-life balance while meeting the needs of the call center.

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What are the key skills necessary for the Service Center (Call Center) Assistant Manager at Mountain America Credit Union?

Key skills for the Service Center (Call Center) Assistant Manager at Mountain America Credit Union include effective communication, analytical thinking, supervisory experience, knowledge of credit union policies, and proficiency with automated call distributing systems. The ability to coach, lead, and sell financial services is also essential.

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Common Interview Questions for Service Center (Call Center) Assistant Manager
Can you describe your experience managing a call center team?

In answering this question, focus on your specific roles, the size of the teams you've managed, and the strategies you employed to improve performance. Share examples of how you coached agents and successfully managed call metrics.

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How do you handle escalated customer complaints?

Discuss your systematic approach to resolving escalated issues, emphasizing empathy, active listening, and your problem-solving skills. Share a specific instance where you turned a negative experience into a positive outcome.

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What strategies do you use to motivate your team?

Highlight techniques such as setting clear goals, providing recognition and rewards, and fostering a collaborative environment. Mention concrete examples where your strategies led to improved team morale and performance.

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How do you ensure compliance in a call center environment?

Explain your methods for conducting audits, training staff on compliance regulations, and monitoring practices. Provide an example of how you successfully addressed compliance issues in the past.

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Describe your experience with call center software and technology.

Detail your experience with specific call center software, focusing on how you utilize technology to improve operations and enhance customer experiences. Mention any relevant certifications or training you've completed.

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Can you provide an example of a successful training program you implemented?

Share a thorough account of a training program you created or led. Discuss the objectives, methodologies, and results, especially focusing on how it contributed to the growth of your team.

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How do you balance quality service with productivity in a call center?

Discuss your approach to staffing, training, and monitoring performance metrics. Emphasize your commitment to both quality and efficiency, and provide examples of strategies you have successfully implemented.

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What factors do you consider when setting goals for your team?

Talk about the importance of aligning team goals with organizational objectives, considering market conditions, and individual agent capabilities. Provide a scenario showing how you set goals for your team.

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How do you handle underperforming employees?

Describe your approach to performance management, highlighting the importance of coaching and setting clear expectations. Discuss a past experience pertaining to helping an underperforming team member improve.

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Why do you want to work for Mountain America Credit Union as a Service Center Assistant Manager?

Share your alignment with Mountain America Credit Union's mission and values, and express your enthusiasm for contributing positively to member experiences and team development, supported by your background in the industry.

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We provide exceptional member experiences by hiring and developing the best people who make it easy to do business, deliver quality service and technology, and provide valuable financial guidance. Motto: We place members first. Vision: We help o...

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December 19, 2024

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