Contact Center Quality Analyst, Sr. jobs in Maine

Job Title : Contact Center Team Lead Job Code : Reports To : Contact Center Assistant ManagerRole AccountabilityAt Allegacy, there’s a common thread that runs through all of us.

It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together.

In order to achieve this state of success, this position will ensure the Contact Center Representatives are delivering the highest quality of service to our members.

A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.

Nature and ScopeThe Team Lead will coach and develop Contact Center Representatives to ensure efficient daily operations, quality outcomes and internal and external member satisfaction.

The Team Lead will assist with organizing outbound call initiatives, providing leadership and guidance to representatives, handling escalated member issues beyond Operations Support and ensuring extraordinary member service.

The Team Lead will also keep the Contact Center Management Team informed of outstanding department issues, opportunities to improve team performance, and disciplinary actions, if appropriate.

00Drive processes that deliver improved member satisfaction levels per business targets and objectivesDemonstrate enthusiastic support of corporate mission, core values and long-term objectivesPerform job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and work proceduresPerform other duties as assignedKnowledge, skills and AbilitiesDemonstrated ability to communicate effectively with co-workers of all backgroundsExcellent computer skills with knowledge of Microsoft Office products and the InternetWillingness and ability to adapt to change including advances in technologyHave knowledge of technical and operational aspects of a Contact CenterKnowledge of credit union core system preferredProblem solving abilitiesAble to work productively and effectively under pressureAble to remain flexible with shifting and conflicting prioritiesExperience in successfully handling high call volumesAble to implement, monitor and evaluate changesAble to maintain strict confidentialityAvailability to work flexible hours, including weekends and evenings as requiredEducation and Experience : High School DiplomaAssociate’s degree or equivalent work experienceMinimum 1 year experience in a customer service environment requiredEmployee coaching and development experience strongly preferredPosition Requirements

Full-Time / Part-Time

Full-TimeClose DateExempt / Non-Exempt

Non-ExemptLocation

023 - Allegacy - Headquarters / WestbrookAbout the Organization

Do you get a thrill out of helping people realize their dreams? Do you believe that strong, personal relationships are critical to financial success?

Do you want to work for an organization that has its community's best interests at heart? We do, too. That's why we work for Allegacy.

Here, you'll find a challenging, rewarding career in one of the most unique entities of the financial industry. Allegacy Federal Credit Union is a place where inclusion and camaraderie thrive, and where everyone is united in their commitment to serving our members.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.Pay Grade

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Last updated : 2024-04-06