Information Center Performance Lead, Remote (Select States), Full-Time

Schedule

M-F 8:45-5:45 (40 hours)

What You’ll Do

Summary/Objective:

This role is responsible for coaching Specialists towards achieving their goals and providing service excellence.  This is done based on the analysis of each Specialists strengths and skills and offering the training necessary to complete certain tasks. The role is also responsible for inspiring and motivating team members with regular encouragement and promoting enthusiasm by providing individualized coaching when needed.

Coach and assist staff in providing members with service excellence, handling contacts efficiently and using the proper resources. Assist Information Center Assistant Managers  with determining areas of coaching for Specialists and implementing that coaching with the assistance of Information Center Assistant Managers.  Assist Information Center Assistant Managers with covering their respective teams during vacations or leaves of absence. Understand and explain all of DCU's products and services and provide staff with assistance on member calls, when needed. This role may handle escalated calls from members and require the use of problem solving skills to reach a mutually agreeable solution.

 Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work with Assistant Manager to monitor team performance and report on metrics to accurately evaluate employee’s performance, both accomplishments and areas for development
• Work to design coaching strategies that take into account a Specialist’s job knowledge, skills and prior experience
• Conduct coaching meetings with 15-20 Specialists as scheduled
• Support the organizational goals of the Credit Union and the Information Center
• Motivate team members to achieving their goals and implement coaching
• Discover training needs and provide timely coaching and feedback
• Listen to team members’ feedback and implement relevant coaching strategies
• Recognize high performance and reward accomplishments
• Create well written monthly meeting review and coaching documents.
• Meet all deadlines as assigned
• Work with the Assistant Manager to propose and create performance improvement plans for employees not meeting expectations. Provide follow-up coaching and suggest disciplinary action, if necessary
• Assist in planning and facilitating team meetings
• Make process improvement suggestions in an effort to improve the efficiency of operations in the Information Center. Solicit suggestions from staff members
• Accurately process transactions and file maintenance
• Foster teamwork within the Information Center and with other areas of the credit union
• Participate in personal development process by being receptive to coaching feedback from Information Center Management
• Participate on project teams and/or lead projects as assigned by Information Center Management
• Involved in and invested in cross-departmental collaboration
• Drive change and impact behavior of staff and peers
• Impact and improve department performance through process improvement ideas and suggestions based on trends
• Maintain up to date knowledge on all DCU products, services and systems used by the Information Center
• Perform other duties as assigned by Information Center Management

What You’ll Need

Education and Experience Requirements:

• High school diploma or equivalent
• Demonstrated strong working knowledge of contact center operations
• Prior experience in guiding and developing others preferred.

 

Additional Eligibility Requirements:

• Strong technical skills
• Excellent communication and leadership skills
• Strategy Focused and Innovative
• Organizational and time management skills
• Strong decision-making skills     

What We Do

DCU is the largest credit union headquartered in New England – serving more than one million members in all 50 states. With over 1,900 team members, we strive to make DCU a great place to work with an excellent work-life balance, and a community that cares.

DCU is an equal opportunity employer, and we value diversity, inclusion, and equity at our company. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. 

If you’re applying for a job and need a reasonable accommodation for any part of the employment process, please send an em