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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 [email protected] 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 call center expertise to the next level? Join Mountain America Credit Union as a Service Center (Call Center) Assistant Manager in Nevada! In this exciting role, you’ll be at the forefront of managing our dynamic call center operations, leading a talented team, and ensuring that our members receive the exceptional service they deserve. You’ll coach and train our agents on the best sales and customer service techniques while empowering them to create meaningful financial relationships with our members. Your keen eye for detail will help you monitor calls and key metrics, ensuring quality standards are met while driving innovation within the department. With a schedule that allows for work-life balance—Monday through Friday with occasional weekends—you’ll find yourself contributing to a collaborative environment where teamwork thrives. From resolving escalated issues to performing audits for compliance, your leadership will be crucial in maintaining high standards. Bring your three years of supervisory experience and your two-year college degree or equivalent expertise, and help us elevate the member experience to new heights. If you thrive in a fast-paced environment and are passionate about empowering others, we’d love to have you join our dedicated team at Mountain America Credit Union!

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

As a Service Center Assistant Manager at Mountain America Credit Union, your primary responsibilities include managing daily operations, coaching call center agents, supervising staff, and ensuring high-quality service delivery for our members. You will also be involved in resolving escalated issues, monitoring call metrics, conducting performance evaluations, and driving departmental innovations. Your goal will be to enhance the member's experience and assist in their financial success.

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What qualifications are required for the Service Center Assistant Manager position at Mountain America Credit Union?

To qualify for the Service Center Assistant Manager position at Mountain America Credit Union, you should have at least three years of supervisory experience in a call center environment, alongside a two-year college degree or equivalent. Proficiency in Microsoft Office and a strong understanding of credit union policies and procedures, especially in loan origination and new accounts, is critical for success in this role.

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How does one advance their career as a Service Center Assistant Manager in the credit union industry?

Career advancement for a Service Center Assistant Manager in the credit union industry often involves gaining experience in various roles within the organization, participating in training programs, and actively seeking coaching opportunities. Demonstrating leadership skills, achieving performance goals, and contributing to innovative solutions can also open doors for higher management positions within Mountain America Credit Union.

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What does a typical work schedule look like for the Service Center Assistant Manager role at Mountain America Credit Union?

The typical work schedule for the Service Center Assistant Manager role at Mountain America Credit Union is Monday through Friday from 10:00 am to 7:00 pm, with occasional weekend shifts—generally 1-2 weekends per quarter. This schedule is subject to change based on business needs, ensuring flexibility while maintaining a work-life balance.

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What skills are essential for a successful Service Center Assistant Manager at Mountain America Credit Union?

Successful Service Center Assistant Managers at Mountain America Credit Union possess a combination of strong leadership skills, effective communication abilities, and a customer-centric mindset. A thorough understanding of call center operations, proficiency in handling multi-channel communications, and the ability to coach and motivate team members are also key skills needed for this role.

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Common Interview Questions for Service Center (Call Center) Assistant Manager
What experience do you have in managing call center operations?

In answering this question, be specific about your previous roles and responsibilities related to call center management. Highlight key achievements, such as improving call metrics or enhancing team training programs, to showcase your expertise.

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How do you handle employee performance issues in a call center environment?

When responding to this question, detail your approach emphasizing communication and feedback. Mention how you would provide coaching opportunities and performance reviews while ensuring the employee feels supported in their role.

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Can you give an example of how you improved customer service in a previous position?

Share a concrete example where you identified a problem in customer service and implemented a solution that generated measurable improvements. Focus on the methods you used to gather feedback and the positive impact on the team.

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What strategies do you use to motivate your team?

Describe techniques you’ve successfully employed to keep your team engaged and motivated, such as recognition programs, team-building activities, or setting achievable goals that encourage participation and achievement.

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How do you ensure compliance with regulations in a call center setting?

Talk about specific compliance measures you’ve implemented in past roles, such as regular audits, training sessions, and developing processes to maintain compliance with both internal and external regulations.

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What tools or technologies are you familiar with that are relevant to call center operations?

List relevant tools or technologies you have experience with, including Automated Call Distribution systems, CRM platforms, and other software that aids in managing call center operations. Explain how you’ve used these tools to improve efficiency.

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Describe how you would handle a high volume of inbound calls.

Discuss your strategies for efficiently managing call volume, such as prioritizing tasks, utilizing effective call routing, and leveraging team support to ensure all calls are answered promptly while maintaining quality service.

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What role does coaching play in your management style?

Elaborate on the importance of coaching in your management style, highlighting how you tailored your coaching techniques to meet the needs of individual team members and how that has influenced team performance positively.

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How do you stay updated on industry trends that could affect your role?

Explain the methods you use to stay informed about the latest trends in the call center and financial services industry, such as attending conferences, participating in webinars, and following relevant publications.

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What do you think are the qualities of an effective Service Center Assistant Manager?

Share the qualities you believe are essential for an effective Service Center Assistant Manager, such as strong leadership skills, adaptability, excellent communication abilities, and a focus on continuous improvement in customer service.

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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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Full-time, on-site
DATE POSTED
December 19, 2024

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