Assistant Manager, Live Chat & Email Support

The Assistant Manager, Live Chat & Email Support (AM LCE) supervises daily operations related to service activities in a fast paced, high-volume live chat, audio and video banking environment. These activities include a wide variety of member and partner interactions that originate through remote delivery channels (telephone, mobile, e-mail, web, and live chat). The Assistant Manager assures Wright-Patt Credit Union’s high standards of extraordinary member service are consistently achieved. The AM LCE assists in all aspects of managing the Personal Experience Center, and has direct supervisory responsibilities for member service operations, which may include member service, audits, projects, balancing, scheduling, reporting, and relationship building. The Assistant Manager LCE is second-in-command of the Personal Experience Center, and during absences of the PEC Manager will provide oversight and assistance for the PEC Assistant Managers.  The AM LCE is responsible for having a thorough knowledge and understanding of live chat and PTM software, products and tools, administering the daily operations and user controls for the Credit Union’s live chat technology.

1)      Lead the Personal Experience Center (PEC) to consistently meet established service standards and is responsible for ensuring the Personal Experience Center is adequately staffed with trained and motivated partners, providing member-owners with extraordinary service through live chat, audio calls and video calls. Ensure assigned business units are operating efficiently and reliably, are in compliance with applicable laws, regulations, and rules, have appropriate operating controls to mitigate risk, and are performing at a high level. (35%)

2)      Ensure continued professional growth of partners through consistent observation, coaching, review of performance and use of Individual Development Plans.  (25%)

3)      Drive team performance, continuous improvements and operational efficiencies in order to meet or exceed PEC strategic initiatives. Activities include but are not limited to: staff scheduling and monitoring adherence, reporting, quality monitoring and reviewing key success metrics and measurements for the PEC partners. (15%)

4)      Project Support (15%)

a)       Acts as a liaison to other departments to ensure maximum uptime with live chat technology and efficiencies are implemented.

b)      Gather, analyze, and document business unit requirements and procedures.

c)       Assist in the creation and maintenance of support material and documentation of processes and procedures in support of assigned projects.

5)      Interacts with Member-Owners to help meet their service needs and assist with resolution of member transaction inquiries and escalations. (5%) 

6)      Performs other duties as required (5%)

1)      High School Diploma or GED required. Associate’s Degree preferred.

2)      A minimum of three years retail service experience with proven abilities to effectively lead a team is required.  Previous supervisory skills are preferred but not required.

3)      Demonstrated ability to analyze, reason, problem solve and prioritize work with some supervision and prepare implement approved recommendations to accomplish business and strategic goals. 

4)      Effective time management.

5)      Ability to motivate, lead, develop and reward partners.  

6)      Ability to be communicate with members via remote channels in a comfortable, professional and friendly manner, delivering extraordinary service; embrace video banking’s cutting-edge technology; TV friendly and function in a high-volume environment.

7)      Ability to multi-task by operating multi-monitors and software systems at the same time.

8)      Must be familiar with Personal Experience or teller line operations.

9)      Excellent analytical, verbal, written, communication and interVirtual skills.

10)   Must be able to learn and use a variety of software applications such as Microsoft Office, Glia Live Chat and the Credit Union’s core processing systems.