Job Order Detail

Description

Location: Affinity Credit Union      

Job Purpose
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.

Working Conditions
Because Affinity serves members in communities across Saskatchewan, this position may require the successful candidate to travel between locations.

Minimum Qualifications
- 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 members complex needs
- Advanced digital literacy across a broad range of channels and devices (i.e. online services, mobile applications, smartphones, tablets, etc.)