Assure that the experience provided to the members of the Pennsylvania State Employees Credit Union is performed effectively and efficiently
Responsible for the direct oversight of a team of contact center agents.
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 and assigning daily tasks.
Coaching, goal and expectation setting, and conducting annual performance reviews.
Identifying opportunities for workflow improvements and working on project teams for process improvement.
Developing and implementing engagement plans.

Bachelors (Required)
2-3 years customer service experience, 1-3 years leadership or supervisory experience
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

Operations Manager, MXE Contact Center

Key skills