Member Experience Assistant Manager - MHC

The Member Experience Assistant Manager is responsible for supervising the daily operations of service activities within the Member Help Center. The Assistant Manager is also responsible for coaching and developing partners to deliver extraordinary member service for members and partners alike via remote delivery channels (telephone, mobile, web, e-mail and in the future live chat). Maintaining consistent communication and training expectations for each partner on their team throughout the Member Help Center and assuring partners are providing members with simply extraordinary service while consistently achieving Wright-Patt Credit Union’s high service standards within a fast paced, high call volume environment.

• Drive team performance, continuous improvements, and operational efficiencies to meet or exceed call center strategic initiatives. Activities include but are not limited to: staff scheduling, monitoring adherence, monthly reports, quality monitoring, and reviewing key success metrics and measurements for the call center partners. (30%)
• Lead the Member Help Center to consistently meet Key Performance Indicators and established service standards providing members with extraordinary service. Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. (20%).
• The Assistant Manager ensures continued professional growth of partners through consistent observation, coaching, review of performance & achievement of goals through the use of Individual Development Plans or Corrective Actions when applicable. The Assistant Manager mentors, coaches, observes and supports the professional development of the partners. (15%)
• Maintain appropriate staffing levels with well trained and motivated partners. Continued on-boarding of new Member Experience Representatives, provide quality on the job training through stratification and maximizing partner engagement in alignment with the credit union’s culture and values. Modify partner schedules by analyzing workforce optimization tools and reports, using forecasting tools and labor allocation methods. (15%)
• Develop and monitor the implementation of operating plans, success measurements, and processing efficiencies. (5%)
• Acts as liaison to other WPCU Departments increasing inter-departmental communication, identifies relationship building opportunities and makes recommendations on how to improve member service. (10%)
• Performs other duties as required (5%)

The MHC Member Experience Assistant Manager must possess a high degree of working technical knowledge in the areas of Member Service, products and services, problem solving and excellent decision/judgment skills. The following is also required:

• High School Diploma or GED required. Associate’s Degree preferred in related field or equivalent combination of education and experience.
• A minimum of two years related experience and/or training; or equivalent financial and or management experience preferred. A proven ability to effectively lead a team is required. Experience in a call center environment, preferably at a Credit Union or other financial institution is preferred.
• Demonstrated ability to lead others
• Demonstrated ability to analyze, reason, problem solve, and prioritize work independently.
• Ability to motivate, develop and reward staff
• Effective time management
• Demonstrated ability to work in a fast paced and ever changing environment
• Excellent analytical, managerial, written, communication and interpersonal skills.
• Must be familiar with Member Experience operations
• Demonstrated intermediate knowledge with Microsoft Office and Workforce Management products.