STCU is a growing regional credit union that is consistently rated one of the top-performing credit unions in the nation, and we have been named as one of Fortune Magazine’s Great Places to Work. We look for employees who have a strong desire to serve others, are lifelong learners, are committed to working hard, have a fun-loving attitude, and who want to make a difference in our members’ lives. We love people who share our passion for integrity, service, innovation, education, people, and celebration.

STCU offers excellent benefits:

• Paid time off—plus 11 paid holidays!
• Medical, dental, vision and life insurance 
• Training and career development
• Success sharing plan
• 401(k) matching contributions
• Tuition reimbursement

An overview of the benefits can be found here.  
Salary range: $5,622.18 - $7,716.75 per month 

The Contact Center Operations Assistant Manager provides leadership and oversees the Contact Center’s daily operations. This position proactively keeps abreast of best practices in industry trends and standards and is responsible for the fulfillment of departmental goals, in alignment with the strategic direction of the organization. This role serves as a credible advocate for the unique needs of the phone service channel, ensuring efficient and effortless member experiences, and building the knowledge of the team through intentional team development and education.

Core Job Requirements/Outcomes

• Lead the day-to-day operations of the Contact Center team by reviewing recorded calls for quality assurance, performing side by side observations to ensure processes are being followed and to review processes for efficiency, in addition to supporting team members with escalated member calls. Proactively communicating known service defects or issues to applicable areas.
• Manage the performance, training requirements, and professional development of employees by conducting monthly one-on-ones, quarterly check-ins, completing annual performance reviews and providing timely feedback to enable team members to provide exceptional member service. Communicate departmental direction, yearly business plan, strategic plan, and departmental goals.
• Ensure members achieve an optimal level of service through contact center operations team by providing each team member the applicable level of training to develop the knowledge, skills, and abilities needed to serve, deepen member relationships, and answer questions for both consumer and business members.

Core Leadership Principles 

• Lead by example by aligning actions with shared values.
• Embrace and communicate organizational direction by enlisting others in a common vision in support of organization values, goals and decisions.
• Effectively lead organizational change by demonstrating and fostering a growth mindset by inspiring your team to do things differently, seizing opportunities, working through challenges, and persevering toward a better future.
• Lead performance by providing direction and delegation to create a climate where people are motivated to do their best.
• Encourage the heart by exhibiting empathy, actively listening and celebrating to cultivate team engagement.

Other Essential Functions 

• Provide resource assignment, capacity planning and reporting of both internal and external resources for initiatives.
•  Ensure effective and engaged employees both on site and remote, oversee offsite team involvement in team building activities, attend meetings both departmental and organizational, ensure new hire and supplemental training is delivered, and staff growth and development is achieved.
• Demonstrate the ability to solve practical problems and deal with a variety of situations by exercising flexibility and sound judgment in a fast-paced environment.
• Work directly with the Contact Center Operations Manager to ensure the contact center and organization owned technologies are leveraged to maximize their effectiveness in serving the membership by using owned systems, asking questions and maximizing the use of these technologies to ensure an exceptional member and employee experience.

Education: Associates degree or equivalent combination of education and experience preferred.

Job Experience: Minimum three years progressive experience in a call/phone center environment required. Minimum of one-year leadership experience including delegating, facilitating change, mentoring, problem solving, coaching and counseling staff is required. Previous experience working for a financial institution preferred.

Software Skills: Proficient knowledge of the MiTel CC platform is highly preferred. Proficient knowledge of MS Office programs including Outlook, Word, Excel and Teams.

Physical Demands: Must be able to regularly talk, hear and operate a computer, keyboard and mouse and occasionally lift, pull/push and carry up to 10 pounds with accommodations.

Work Conditions: Exposure to constant or intermittent sounds at a low or moderate level consistent with an office setting. Exposure to high-stress, fast-paced, deadline-oriented environment.

Travel Demands: Reliable transportation required for travel within the organizational footprint.

Please review our website for more information at www.stcu.org/careers.