Operations Manager, MXE Contact Center

PSECUHarrisburg, PA

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Overview

Schedule

Alternate-schedule

Full-time

Career level

Director

Remote

Hybrid remote

Benefits

Paid Vacation

Career Development

Job Description

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. | Required2-3 years customer service experience | Required2-3 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 RequiredAny equivalent combination of experience and education. | Required

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FAQs About Operations Manager, MXE Contact Center Jobs at PSECU

What is the work location for this position at PSECU?

This job at PSECU is located in Harrisburg, PA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at PSECU?

Employer has not shared pay details for this role.

What employment applies to this position at PSECU?

PSECU lists this position under the following employment categories:

Alternate-schedule
Full-time

What experience level is required for this role at PSECU?

PSECU is looking for a candidate with "Director" experience level.

What benefits are offered by PSECU for this role?

PSECU offers following benefits: Paid Vacation and Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at PSECU?

You can apply for this role at PSECU either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.