Contact Center Quality Manager oversees contact center quality assurance programs. Establishes standards governing customer interactions and implements monitoring programs. Being a Contact Center Quality Manager designs training programs or process enhancements that correct quality issues. Typically requires a bachelor's degree. Additionally, Contact Center Quality Manager typically reports to a head of a unit/department. The Contact Center Quality Manager supervises a group of primarily para-professional level staffs. May also be a level above a supervisor within high volume administrative/ production environments. Makes day-to-day decisions within or for a group/small department. Has some authority for personnel actions. To be a Contact Center Quality Manager typically requires 3-5 years experience in the related area as an individual contributor. Thorough knowledge of functional area and department processes. (Copyright 2024 Salary.com)
Description
As a Universal MSR in our contact center you are responsible for developing a robust relationship with each member, from servicing requests and resolving problems/errors to upselling or cross-selling products to financial counseling and planning, requiring significant initiative and moderate supervision. Building these relationships requires excellent communication skills and a good grasp of technology with the ability to demonstrate and teach and educate others. The overall goal of this position is to enhance members' experience through Interactive Video System, phone and chat. You will follow recommended guidelines, policies and procedures, yet, as the "face" of the credit union, you are a trusted professional in the eyes of our members.
Location: Machesney Park branch
Full time – 35-40 hours/week; alternating Saturdays may be required (9a-12p)
You will be successful in this role if you are:
· Outgoing/sociable
· People-oriented
· Persuasive
· A self-starter who takes initiative
· Confident
· Organized/precise
· A team player
Beneficial experience:
· Ability to speak bilingually (English/Spanish) is preferred, but not required.
· Previous customer service and cash handling experience, intermediate math skills, and proficiency with technology devices.
Who we are:
Rock Valley Credit Union (RVCU) is a not-for-profit financial institution owned and operated by our members. We’re innovators in our region and the industry and are expanding to meet the needs of our growing member base. We are looking for motivated individuals to help empower and equip every member, for wherever life takes them.
The RVCU Difference:
We believe that each team member is a valued contributor. We strive to be an employer of choice by creating a positive and rewarding workplace that helps our team succeed. RVCU provides a work environment that promotes learning, growth, and the opportunity for team members to challenge themselves and grow personally and professionally.
Please click here to see what working at RVCU is like.
Competitive Compensation and Excellent Benefits:
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