Oversees the day to day operational aspects of the Inbound Contact Centre team by providing leadership that promotes a quality service culture, coaching, and focus on member problem resolution and cross-sell. Implements approved service standards, optimizes scheduling practices, and monitors centre call/chat volumes and practices to ensure high quality of member service. Ensures employees perform effective cross-selling, lead generation, and referrals to specialists while educating members on self-serve and digital channels. Ensures high quality sales and support for consumer and business members alike.
Because Affinity serves members in communities across Saskatchewan, this position may require the successful candidate to travel between locations.
- Post-secondary diploma or degree in a related field, plus 3 years of related experience or an equivalent combination of education and experience
- Ability to lead, engage, and coach employees, set clear expectations, review progress, provide feedback and guidance, and hold people accountable to achieve member centric sales outcomes
- Experience in making expert product and service recommendations and referring to other experts to meet member’s complex needs
- Advanced digital literacy across a broad range of channels and devices (i.e. online services, mobile applications, smartphones, tablets, etc.)
Date Issued: February 9, 2018
Closing Date: February 25, 2018
If you are interested in becoming part of our exceptional team, please forward your cover letter and résumé to email@example.com or drop-off your resume at any Affinity Credit Union location.