Contact Center Quality Manager jobs in Baltimore, MD

Description

Point Breeze Credit Union is currently seeking an Assistant Contact Center Manager to join our team!

Point Breeze Credit Union offers easy, reliable banking by helping our members save time and money. This starts with a dedicated and engaged team of employees who have a shared passion for helping each other and our members. As employees of Point Breeze Credit Union we follow the Rules of the Road: Deliver Quality and Value, Focus Our Efforts, Participate and Be Candid, Take Responsibility, and Be Kind.

Responsibilities:

• Manage the Contact Center team to achieve exceptional levels of individual and team performance.
• Perform data analysis on the Contact Center and prepare reports.
• Monitor specialist activities and perform observations to ensure calls, chats and video are being answered according to set Contact Center standards (number of calls, length of calls, waiting period prior to connection, rate of abandonment and all other key performance indicators).
• Support specialist in business targets and creating performance orientated team.
• Assist Contact Center team with any questions relating to member inquiries.
• Promote sales of the credit union products and services through opportunity spotting and outbound calls.
• Use problem solving skills to assist with challenging service issues.
• Interview, train, and coach new personnel.
• Counsel, establish performance and scorecard expectations, monitor results, and conduct monthly one on one performance discussions.
• Provide guidance on managing subordinate staff members, including making recommendations for discipline or termination, and ensuring all necessary personnel documentation are maintained.
• Responsible for maintaining appropriate phone coverage at all times.
• Evaluate the performance of staff by conducting phone observations, monthly one on one discussion with a specific focus on service levels, referrals, membership, and loan growth.
• Ensure effective and open communication channels are established and maintained among team members, staff, and support departments.
• Implement relevant employee training, eliminating inefficiencies, and capturing growth opportunities.
• Review and assist with opening new membership accounts, audits, and loan processing/funding.
• Give prompt, efficient, and accurate information in processing of all transactions and inquires to members.
• Open new membership accounts and provide information to new and prospective members by explaining, identifying, and promoting cross-selling opportunities of credit union products and services.
• Utilizes tact and leverages expertise to thoroughly investigate and resolve members inquiries, offering concise explanations of applicable policies, procedures, products and responds to members inquiries and escalations.
• Represent the credit union in a professional manner and maintains positive member relations.
• Review, recommend, document internal processes, and participate on organizations projects.
• Adheres to all credit union compliance requirements, including Bank Secrecy Act (BSA) guidelines and regulations as explained and as appropriate for the position.
• Perform other member service, lending and/or administrative duties as assigned by the Contact Center Manager.

Qualifications

• High School Diploma or equivalent (GED).
• Minimum 3 to 5 years of similar or related experience.
• Excellent telephone and interpersonal communication skills.
• Ability to learn and cross-sell credit union products and services.
• Excellent problem-solving skills and attention to detail.