Operations Manager, MXE Contact Center

Members Achieve More isn't just a tagline for us, it's part of everything we do! We're looking for passionate individuals to join our team to help us maintain that focus every day. Want to work somewhere that's remained strong for 90 years, that encourages you to learn, grow, and pursue your dreams? If yes, then read on... The MXE Contact Center Operations Manager assure that the experience provided to the members of the Pennsylvania State Employees Credit Union, through direct contact services within the Contact Center, are performed effectively and at the highest level of efficiency consistent with established policy. Responsible for the direct oversight of a team of contact center agents. Work is performed with a high degree of independence, subject to the review of the Director, MXE Contact Center Operations and Lead Manager. Work may require interfacing with other PSECU management, outside specialists, vendors, and other financial institutions.

Schedule:

Rotating:

8am-4pm, 9am-5pm, 10am-6pm Monday-Friday & Saturday 8am-4pm with 40% onsite or as needed. (ie: Hours can fluctuate depending on need and coverage. Some weeks might be 9-5 with one day 10-6 and off Saturday). In this position, you will

Member Experience:

Assuring that staff is providing the best possible interaction with members. Educating members on PSECU digital first model. Cross-serving products and services to enhance the member experience. De-escalating member issues Staff Supervision and workflow management: Monitoring daily call volumes and agent workload assuring deadlines are met. Assuring schedule adherence and KPI compliance. Managing agent requests and approving agent records such as time sheets and PTO requests. Documenting agent performance Assigning and delegating daily tasks. Undertaking corrective action.

Development and Training:

Coaching. Goal and expectation setting Ongoing training Conducting annual performance reviews. Providing quality assurance feedback

Engagement:

Developing and implementing engagement plans

Performance and Process Improvement:

Identifying opportunities for workflow improvements. Working as part of project teams for process improvement.

Relationship Building:

Working with fellow contact center operations and support managers. Working with peer managers from other business units Other duties as assigned.

Qualifications:

Bachelors (Required) 2-3 years customer service experience, 1-3 years leadership or supervisory experience, or any equivalent combination of experience and education. | Required 2-3 years customer service experience | Required 2-3 years leadership in the financial services industry 2-3 years leadership role within a contact center of comparable size and complexity Background in customer educational and sales-oriented environment Experience with system providers such as Corelation, Genesys, Glia, FDR/QuickAssist. | Not Required Any equivalent combination of experience and education. | Required In 1934, 22 ordinary people pooled $90 of their own money and formed PSECU, a not-for-profit credit union, to provide a better life for themselves and their families. Since then, PSECU has grown to over $8 billion in assets, more than 590,000 members, and approximately 850 employees. We've been recognized by several organizations for our high-quality, low-cost financial products and services, positive member experience, and commitment to helping our Members Achieve More.