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Scope of Position
The Assistant Team Leader’s (ATL) primary focus is to help oversee the daily operations of the Contact Center (a key service delivery channel) and support Alterna’s retail branch network. As the first point of contact regarding Contact Centre processes, this individual assumes responsibility for the Contact Centre in the absence of the Team Leaders, Contact Centre. This role is essential to ensure the Contact Centre’s sales goals/call-quality standards and operational key performance indicators are met/exceeded consistently through ongoing Call Quality Analysis, mentoring, and maximizing staff resources. This role leads by example in the delivery of excellent member service. The role requires the ability to exercise effective and efficient problem solving and creative thinking while cascading resolution in a professional, clear and concise manner.
Key Responsibilities
- Actively supports Member Service Specialists by developing creative and innovative ways of meeting the needs of members/clients through the resolution of problems and member/client complaints and supporting the hybrid agents, as needed.
- Participate in executing an effective and engaging quality program by actively listening to calls/live listening, following QA program guidelines and provide coaching to agents. Organizes, implements and assists in management, training and motivational activities for staff to ensure they are up-to-date and proficient in product knowledge and promotional campaigns
- Participates in the testing, interviewing, hiring and training processes for new Member Service Specialists
- Respond to specific inquiries about Alterna’s activities, e.g. promotional campaigns, educational seminars, annual meeting, product/service changes, etc.;
- Respond to inquiries on both personal and business accounts;
- Solve members’/clients’ account problems within the scope of authority;
- Participate in Launching employee quarterly incentives to support Member campaigns throughout the year
- Assist with the Contact Centre Supervisors inbox management and concern resolution
- Other duties as assigned
Qualifications
- Fluently bilingual (English/French) both verbal and written is an asset
- A minimum 2 years Contact Centre agent service experience required
- Post-secondary diploma or degree or equivalent work experience.
- Advanced knowledge of Microsoft Applications including Word, Excel, PowerPoint Office
- Familiarity with workforce management systems
- Knowledge of banking systems and processes
- Ability to work flexible hours including weekends
- Exceptional sales and service knowledge and experience
- Excellent verbal and written communication skills
About Alterna Savings
Alterna Savings and Credit Union Limited (Alterna) has been the good in banking for over 110 years, and based on assets under management, is one of Canada's Top 10 credit unions (CCUA, 2021). Alterna is made up of Alterna Savings and Credit Union Limited and its wholly owned subsidiary, Alterna Bank. Together, we have $10 billion in assets under management.
As the first full-service, member-owned co-operative financial institution outside Quebec, Alterna Savings shares its expertise with more than 185,000 members through a network of over 30 branches across Ontario, that includes partner Peterborough Community Savings; as well as call centre and digital channels. Members and customers also benefit from an industry-leading online brokerage, investment management services, and have access to over 43,000 surcharge-free ATMs in North America with THE EXCHANGE Network in Canada and the All point Network in the US.
Working at Alterna Savings
Alterna offers a fast-paced, impactful work experience in an organization that cares about doing good. For over 110 years, Alterna has been creating financial services that transform lives for the better, all while giving back to our community.
We are incredibly proud of our corporate culture, where everyone works together towards a common goal, the financial wellbeing of our members and customers. This commitment has earned us several prestigious employer awards, including the National Capital Region's Top Employers award for six years running.
- Alterna is compliant with the Ontarians with Disabilities Act. If you have a disability, please contact the recruiter to let us know how we can accommodate you.