Do you have a passion for helping others?
Do you thrive in a lively, supportive, and community-focused workplace?
Do you appreciate the unique roots of our organization? Yes, we started in the Olympia Brewery even though we serve all of Washington today. Want to be part of something special?
If you’re nodding along, then we want to hear from you!
O Bee Credit Union is hiring an Contact Center Assistant Manager to join our amazing team in our Contact Center. This is a full-time role that plays a vital part in supporting our mission, our Members, and our one-of-a-kind company culture.

WHAT DESIRED QUALIFICATIONS YOU’LL BRING

• High School Diploma or GED (required)
• Two-year college degree or equivalent time spent in leadership role preferred.
• Minimum two years of financial institution experience in a contact center setting.
• Minimum two years of proven leadership experience, management, lead or supervisory duties, or mentoring and training experience preferred.

SKILLS THAT SHINE

• Strong member service skills.
• Strong adaptive training skills.
• Strong interpersonal skills and the ability to interact effectively with all levels of management
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office and strong computer software skills.
• Ability to analyze workflows, processes and procedures and technical writing.
• Ability to multi-task and meet deadlines.

WHAT YOU’LL DO

As our Contact Center Assistant Manager, you will assist the Contact Center Manager in daily operations to provide excellent member service and support the department by evaluating, developing, and updating operational policies and procedures. This position is responsible for continuous improvement to ensure intentional and ongoing service improvements and process efficiency. This position will be responsible for leading, coaching, and developing team members to enable them to achieve personal and departmental goals. This position also requires an expert understanding of managing the contact center environment and utilizing contact center specific tools and technology. This position will include regular data reporting, project management assistance, managing multiple requests and tasks of varying size and complexity.

RESPONSIBILITIES

• Assists in the administration of all Contact Center operations with respect to their impact on supporting the Credit Union’s member needs, organizational goals, and budget.
• Actively monitor Contact Center agent performance to ensure individual standards and department service levels are met or exceeded.
• Possesses a comprehensive understanding of Contact Center performance metrics and statistics.
• Analyzes performance variances, determine root causes, develop credible recommendations and work collaboratively with key stakeholders to implement changes as needed.
• Demonstrate initiative and ownership when handling escalated member issues, complex problem solving or high priority tasks.
• Recommend and implement product, policy, and procedural changes to assist in achieving new member growth and excellent member service levels.
• Maintain a working knowledge of technologies both internal and external that will drive department performance and efficiencies.
• Explore and recommend technology implementations that will ensure efficient and excellent member service through remote channels.
• Actively monitor team members ability to accurately and timely assess members’ online service difficulties, and the communication of appropriate remedies to address them, employing professionalism, compassion and respect.
• Proactively monitor member interactions through call monitoring, listening in with team members, reviewing chat conversations, and evaluating survey data.
• Develop and maintain partnerships with other departments within the Credit Union as well as external O Bee partners to maintain positive relationships.
• Collaborate with other departments, seeking solutions related to current concerns and future service enhancements.
• Manage the performance, training requirements, and professional development of employees, including planning, needs assessments, design and development and evaluation of skills and abilities.
• Communicate department direction and enable the team to perform at the highest of standards.
• Lead the team to include effective delegation of work assignments, coaching and feedback, rewards and recognition, and effective communication to include timely resolution of more complex departmental issues, conflicts and/or concerns.
• Recommend and make changes in staffing levels, basic structure and organization of the department to ensure business needs and strategic objectives are met or exceeded.
• Participates in the interviewing, hiring and training of the team as necessary.
• Maintains adherence to performance documentation requirements to ensure the timely recognition of excellent performance and mitigation of performance issues or challenges.
• Other duties as assigned.