INFORMATION CENTER ASSISTANT MANAGER

Information Center Assistant Manager

Job Category : Information Center Requisition Number : INFOR003997 Showing 1 location Job Details

Description

Schedule : Monday - Friday 8 : 00 AM - 5 : 00 PM or as needed (40 hours). Occasional nights and Saturdays as required.

Essential Functions :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Support DCU's Service Excellence initiative through direct coaching of staff and leading by example
• Provide timely coaching and feedback to direct reports and all other Information Center staff
• Accurately evaluate performance strengths and areas for development
• Utilize workforce management, phone and email / chat systems, quality monitoring and all other contact center related systems to create and analyze contact and performance data to manage service levels, call volume, staffing needs, sales results, quality of service and all other relevant metrics
• Create well written monthly meeting review documents and annual performance evaluations for each direct report. Coach Team Leaders through process of creating reviews for their staff.

Meet all performance review deadlines.

• Facilitate regular team leader meetings and monthly one on one coaching sessions with direct reports
• Create performance improvement plans for staff not meeting expectations, including timely follow up on the plans. Provide Team Leaders with assistance and coaching on creating and delivering performance improvement plans and any disciplinary action
• Assist each Team Leader with managing team performance, including individual contact center statistics, sales results and service quality
• Foster teamwork and strengthen relationships within the Information Center and with all other areas of the credit union.

Work with Management in other areas of the credit union to resolve issues and continuously work to improve relations between departments

• Provide and maintain technical support for all Information Center systems, including working with IS Department and directly with vendors
• Participate on project teams and / or lead projects as assigned by Information Center Manager
• Make process improvement recommendations in an effort to improve the efficiency of operations in the Information Center.

Solicit process improvement ideas from staff

• Facilitate focus group meetings with staff and provide detailed reporting and follow up on ideas and suggestions made at those meetings
• Accurately process all transactions and file maintenance
• LOT Assistant Manager
• Work with Consumer Loan Department to create training plan for underwriting authority for LOT and Branch staff.
• Perform other job-related duties as assigned by Managers(s).

Other Duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

Duties, responsibilities and activities may change at any time with or without notice.

Education and Experience Requirements :

• High School diploma or equivalent
• Previous contact center supervisor or management experience

Additional Eligibility Requirements :

• Strong technical skills, including proficiency in all MS Office programs and contact center related systems
• Excellent verbal and written communication skills
• Strong analytical skills

Supervisory Responsibility :

This position requires direct supervision of up to 8 Team Leaders and indirect supervision of Information Center Specialist and Specialist II

Work Environment :

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopier / scanner, filing cabinets, and fax machines.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to stand, talk, hear, and use hands and fingers to handle, feel or operate objects, tools or controls and to reach with hands and arms.

Travel : This position may require occasional travel to business related seminars and conferences

Service Excellence : The DCU Way :

All employees are expected to provide service excellence the *DCU Way* through teamwork and by providing quality service to internal and external members, incorporating the Guiding Principles of DCUs culture :

• People come first
• Do the right thing
• Make a difference

Bank Secrecy Act (BSA) :

All Credit Union employees are required to complete all BSA related training annually and maintain knowledge of current BSA policies, specifically those related to functions performed within the department and identify and report possible suspicious activity.

We are proud to be an EEO / AA employer M / F / D / V.

Qualifications

Skills

Behaviors

Motivations

Education

Experience

Licenses & Certifications

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractors legal duty to furnish information. 41 CFR 60-1.35(c)