Today
Public Trust
Entry Level (less than 2 yrs experience)
$35,000
No Traveling
IT - Support
Remote/Hybrid•Tallahassee, FL (Off-Site/Hybrid)•Richmond, VA (Off-Site/Hybrid)
TRAINING PURPOSES ONLY
Job Details
Responsible for directing Contact Center activity to meet established goals for service, sales, productivity and quality of work. Directly responsible for the development and management of inbound and outbound strategies, as well as the effective management of all ticketing and chat systems. Oversees and directs the outsourced call center operations. Manages the phone system vendor relationship and troubleshoots phone issues.
Trains and motivates staff. Handles escalated member issues.
Directs daily operations of the Contact Center and supervises employees.
Hires, trains, assigns, disciplines, conducts performance appraisals, and administers salary adjustments and/or
promotions. Oversees the performance of the external call center.
Effectively plans, organizes, directs, analyzes, and evaluates staff and processes to solve business
issues and to develop solution-oriented recommendations.
Handles member escalation calls and backs up Contact Center as needed.
Works with managers, staff and other employees to meet members' needs in a responsive,
efficient manner across departments/branches.
Provides service and sales support, training, coaching, recognition and subordinate development
to all staff.
-Maintains system solutions for business issues related to the Contact Center Vendor and to enhance
service delivery.
Responsible for all regulatory compliance within the Contact Center. Monitors/records calls and
spot checks tickets/chats to ensure staff adherence to compliance/security policies.
Maintains accurate statistical records and dashboards of department activity and relevant
information.
2-5 years of similar or related experience.
Education A college degree or relevant work experience.
Ability to deal effectively and tactfully with members, vendors, and staff.
2+ years with personal experience in member services, operations, and/or lending.
Demonstrated in-depth knowledge of CU products, services, and procedures.
Knowledge of lending policies and programs helpful.
Previous telephone sales experience with outbound sales programs.
Experience with ticketing and chat management.
Live Person experience helpful. PC proficient including Microsoft Office (Word, Excel, Outlook) and the Internet.
Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.
XXXXXXXX is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Sometimes XXXXXX is required to perform background checks with your authorization. Jobot will consider qualified candidates with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, including but not limited to the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.
Job Details
Responsible for directing Contact Center activity to meet established goals for service, sales, productivity and quality of work. Directly responsible for the development and management of inbound and outbound strategies, as well as the effective management of all ticketing and chat systems. Oversees and directs the outsourced call center operations. Manages the phone system vendor relationship and troubleshoots phone issues.
Trains and motivates staff. Handles escalated member issues.
Directs daily operations of the Contact Center and supervises employees.
Hires, trains, assigns, disciplines, conducts performance appraisals, and administers salary adjustments and/or
promotions. Oversees the performance of the external call center.
Effectively plans, organizes, directs, analyzes, and evaluates staff and processes to solve business
issues and to develop solution-oriented recommendations.
Handles member escalation calls and backs up Contact Center as needed.
Works with managers, staff and other employees to meet members' needs in a responsive,
efficient manner across departments/branches.
Provides service and sales support, training, coaching, recognition and subordinate development
to all staff.
-Maintains system solutions for business issues related to the Contact Center Vendor and to enhance
service delivery.
Responsible for all regulatory compliance within the Contact Center. Monitors/records calls and
spot checks tickets/chats to ensure staff adherence to compliance/security policies.
Maintains accurate statistical records and dashboards of department activity and relevant
information.
2-5 years of similar or related experience.
Education A college degree or relevant work experience.
Ability to deal effectively and tactfully with members, vendors, and staff.
2+ years with personal experience in member services, operations, and/or lending.
Demonstrated in-depth knowledge of CU products, services, and procedures.
Knowledge of lending policies and programs helpful.
Previous telephone sales experience with outbound sales programs.
Experience with ticketing and chat management.
Live Person experience helpful. PC proficient including Microsoft Office (Word, Excel, Outlook) and the Internet.
Interested in hearing more? Easy Apply now by clicking the "Apply Now" button.
XXXXXXXX is an Equal Opportunity Employer. We provide an inclusive work environment that celebrates diversity and all qualified candidates receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Sometimes XXXXXX is required to perform background checks with your authorization. Jobot will consider qualified candidates with criminal histories in a manner consistent with any applicable federal, state, or local law regarding criminal backgrounds, including but not limited to the Los Angeles Fair Chance Initiative for Hiring and the San Francisco Fair Chance Ordinance.
group id: 91095963
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