Contact Center Supervisor

Pre-employment background checks, including criminal records, credit reports, and drug tests, will be required. Job offers are contingent on successfully completing all pre-employment background screenings. Applicants must complete all required sections of the application. Incomplete submissions will not be reviewed or considered.

Summary:

Under the direction of the Contact Center Manager, assist members and potential members over the phone by promptly receiving and handling inbound member service and loan calls. Provides efficient, broad-based, knowledgeable and courteous service to maximize the number of incoming calls handled while minimizing the abandon call rate. Works under general supervision; typically report to a supervisor manager. A certain degree of creativity and latitude is required. Typically trains new hires and perform supervisory duties. Additional time may be requested for projects and training.

Essential Duties and Responsibilities:

• Responsible for selling and cross-selling Credit Union services to current and potential members. Credit Union services are to be promoted using the "member benefit-based approach".
• Fully complies with the requirements of all Credit Union policies, including but not limited to the Bank Secrecy Act, the Patriot Act and OFAC Policies.
• Acts as a source of information and answers operator/agents questions, assigns tasks, follows up and gives instructions as necessary.
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job.
• Attends, follows up and resolves member complaints.
• Responsible for coaching and developing agents.
• Responsible for assisting call center agents in performing their duties. Provides support, reports and resolves problems and complaints.
• Must Maintain a high level of confidentiality and exercise independent judgement and analysis
• Assist Assistant Manager and Manager with taking escalated calls.
• Participates in regular product training exercises to maintain product knowledge.
• Works with Manager and Assistant Manager to ensure process and procedures are followed.
• Provide on call assistant with Assistant Manager and Manager is not available.
• Leads by example and has exhibited leadership skills/capabilities.
• Constantly exceeds departmental goals and expectations.
• Supervise and support staff and assist with continuing professional development
• May be assigned other tasks by appropriate line supervision.
• Document and communicate with Management on staff and member concerns

Supervisory Responsibilities:

• Monitors calls to observe agent demeanor, technical accuracy, and conformity to department polices.
• Support management decisions and goals in a positive and professional manner
• Consistently demonstrates traits of Leadership, Positive Attitude, Professionalism, and Dependability
• Monitors queue and tracks inbound calls
• Listens and coach staff on calls, problem solving, and build member relationships for quality assurance
• Track direct report goals, achievements and awards in UKG
• Manage time on UKG of staff members assigned
• Plan, schedule and document individual sessions with staff for growth and retention
• Other tasks may be assigned or changed as needed