Assistant Call Center Manager (Troy)

VENTEON and Harvard Resource Solutions are hiring an Assistant Manager-Call Center to provide support in Troy, MI. You will assist the Call Center Manager in training, coaching and mentoring call center representatives on superior customer service, support, and inside sales of credit union products.

POSITION TYPE: Full time. Direct Hire. All in office 4-6 months. Hybrid option available after then.

PAY: $ 62,000 to $ 70,000 annually based on education level and experience. PTO and benefits package offered.

Requirements of the Assistant Call Center Manager:

• Education: A High School Diploma or GED is required.
• A minimum of five years working in a call center environment that includes two years of supervising or leading others.
• Able to supervise, problem solve, monitor, and evaluate the work of others.
• Experience working for a financial institution is highly desirable.
• Strong Customer Service mindset with the ability to comprehend financial information and transactions.
• Excellent communication skills.
• Able to motivate a team and provide coaching on effective techniques for upselling financial products.
• Ability to discuss personal financial information with customers using discretion while ensuring complete confidentiality.

Duties of the Assistant Call Center Manager:

Assist the Contact Center Manager in leading the department ensuring finance institution members consistently receive an elevated level of service through via video, telephone, chat, text messages, emails, etc. Help achieve ambitious sales and service goals. Support coaching objectives. Discover ways to create additional customer value, provide efficient service, and effectively coach, develop, monitor, and mentor the team to their highest potential. Utilize metrics to continually enhance operations. Help support team member to achieve successful results and desired growth target goals.

• Assist team with member-related questions and concerns, coaching member interactions. Provide real-time coaching to help team members improve the financial lives of credit union callers.
• Ensure the team is utilizing a consultative sales approach while maintaining service metric goals. Support sales and service coaching. Assist in achieving strategic plans and metrics.
• Lead team to uphold the service promises, mission, vision, goals, productivity standards. Train the team to ensure they maintain up to date product knowledge.
• Conduct call monitoring and provide regular written and verbal feedback.
• Respond to member questions, concerns, and inquiries to ensure each credit union member receives outstanding service through inbound calls, outbound calls, email, and all digital platforms.
• Partner with Department Manager to serve as a primary point of contact for departmental day-to-day member and team member issues. Assists with escalated calls to resolve concerns and issues.
• Foster cooperation, teamwork, and frequent communication amongst the team members. .
• Assist Manager with additional tasks including analyzing call center data/metrics, preparing monthly reporting, and taking part in continuous improvement activities.
• Comply with all company policies and procedures, applicable laws, and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.