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Contact Center Assistant Manager

Company: Consumers Credit Union
Location: Gurnee
Posted on: March 15, 2023

Job Description:

DescriptionConsumers Credit Union (CCU) is hiring - join our team as a Contact Center Assistant Manager!
What you'll do in this role:
As a Contact Center Assistant Manager, you'll directly manage a team of 10-13 employees and partner with other leaders to oversee a team of 50+ employees. Your mission will be to collaborate with the Contact Center Leadership Team and lead the department to excellence.
You'll ensure the team provides excellent customer service and strives to meet CCU's expectations and defined metrics. Bring your excitement and energy to our team! (We appreciate passionate leaders, NOT "Bosses".)
This is a "flex" position with work from home days along with onsite days based at our Gurnee corporate office. Later in 2023, we will move to our new location in Lake Forest but will still offer a flex schedule!
This work includes:

  • Providing consistent coaching, training, real-time support, call reviews, and feedback to the team. Coordinating team building activities, proactively supporting employee development, and other management tasks (like performance evaluations, development plans, performance improvement, training, hiring, onboarding, etc.).
  • Monitoring workgroups for productivity metrics, while supporting and encouraging the team to achieve challenging goals (such as recommending products/services, quality assurance, hold time, handle time, etc.). Assisting members with escalated requests that come your way. (Yes, you'll be a representative too!)
  • Setting a good example at all times (because that's what leaders do) and acting as a backup leader in the absence of other assistant managers.
  • Being a champion for change and improvement efforts. Change is constant and we are always looking for ways to do things better.

    What we are looking for:

    • High School Diploma or Equivalent - Minimum
    • 3+ years' experience in Customer Service, Retail, Call Center, Hospitality or Related
    • 1+ years of professional leadership experience in a fast-paced, challenging, and service-oriented environment- Minimum

      • 1+ years of people management experience- Preferred

      • Outstanding leadership and management skills, a true passion for service, high-level of patience, tact, superior judgment, and excellent communication skills are necessary
      • Thrives on being helpful, positive, acting with integrity, dependable, great attitude, natural ability to develop relationships, and embracing inclusion and diversity
      • Flexibility to work roughly 40-45 hours/week between the following hours:

        • Monday-Friday: 7:45 am-6:30 pm; and rotating Saturdays: 7:45 am- 2:30 pm
        • This is a flex position: 2-3 days at the corporate office in Gurnee, remaining days are remote

          At CCU you'll enjoy:
          An awesome culture that appreciates hard work and delivers on fun, collaboration, respect, and innovation. Add competitive pay, an annual bonus program and a company that believes in developing our employees to their fullest potential and we're the total package!
          CCU offers a comprehensive benefits package. Here's a sneak peek:

          • Multiple plan options for medical and dental, vision coverage, tax-advantaged spending accounts, employee assistance program, tuition assistance, paid parental leave, and more.
          • 11 company paid holidays, plus CCYou Day - a paid day off when you can focus on your wellbeing. And generous paid time off - new hires accrue up to 4 weeks of PTO in the first year!
          • FREE basic life, short term and long-term disability insurance. And we have a FREE employee-only fitness center!
          • Retirement plans - We've got two of them! A 401k with company matching, and a pension plan that is fully funded by CCU.
          • And more!

            More about CCU
            We're Consumers Credit Union (CCU) and our mission is to empower our members to live better lives.
            We're a financial institution just like a bank, except not exactly. Banks have customers, but because we're a not-for-profit, member-owned credit union, we have members. And because we're not a bank, we don't drive up profits just because shareholders demand it. Instead, we focus on driving up member happiness through low loan rates, high deposit rates and low- or no-fee products and services. We focus on things like transparency, simplicity, helpfulness, integrity, positivity and inclusion - and we always put our members first.
            In fact, we serve over 200,000 members and have over $3 billion in assets. We employ nearly 500 people in the Chicago area and have 16 branch locations in Illinois. We offer access to a national shared branching network, and more than 80,000 surcharge-free ATMs worldwide. And although we've been around for over 90 years, we're just getting started!
            Equal Opportunity Employer
            CCU complies with the requirements and spirit of the law in the implementation of all facets of equal opportunity in employment. There will be no discrimination on the basis of race, ancestry, color, religion, sex, sexual orientation, gender identity, marital status, pregnancy, age, national origin, citizenship, disability, genetic information, military status (including unfavorable discharge from the military), criminal or arrest history (unless job related), crime victim status, or any other protected characteristic in the recruitment, selection, training, utilization, promotion, termination, or any other employment actions or term and condition of employment. CCU complies with applicable state and local laws governing non-discrimination in employment in every location in which CCU has facilities.
            We are committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. If reasonable accommodation is needed to participate in the job application or interview process, please contact our Human Resources team at: or 877-275-2228.

Keywords: Consumers Credit Union, Waukegan , Contact Center Assistant Manager, Executive , Gurnee, Illinois

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