Contact Center Supervisor I

General Summary Primary Functions

The primary purpose of this position is to assist the Credit Union in achieving its mission of being our members first choice as their partner to help them make informed financial decisions. Your contribution to the success of the Contact Center is facilitated through your supervision guidance and development of your team with a focus on providing outstanding service to internal and external members.

Supervisor Responsibilities

Responsible for overseeing the daily operations of their assigned team completing observations addressing performance issues coaching employees and providing input on hiring terminations and evaluations.

Provide guidance and assistance to other members of the Contact Center staff in the execution of their daily activities and responsibilities as needed.

Promote a high level of employee engagement through daily intentional interactions with both on premises and remote staff members through face to face and virtual meetings.

Promote and maintain quality member service at all times through call monitoring feedback coaching and staff training.

Effectively manage team member productivity and performance.

Attain and maintain a thorough knowledge of all credit union products and services to support outstanding service delivery to members potential members and staff.

Attain and maintain a thorough knowledge of best practices for contact center management.

Prepare all agent scorecards and conduct monthly coaching sessions and biweekly one on one meetings.

Assist with preparing and training staff for the implementation of new systems updates and changes.

Encourage and develop cooperation among Contact Center personnel to ensure team collaboration and prompt courteous member service.

Assist Contact Center employees and/or other staff members by enthusiastically answering questions solving problems helping with complex work-related matters and call escalations through HelpChat and other channels.

Oversee the successful onboarding of new hires in the Contact Center once they report to the department through coaching and mentorship.

Deliver monthly employee performance updates and prepare annual employee evaluations.

Ensure payroll accuracy and timeliness through regular timecard reviews including corrections and approvals.

Ensure Contact Center staff maintains member confidentiality and compliance with all company policies.

Contact Center Operations

Collaborate with other departments and branches to resolve inconsistencies member disputes call quality and any other service related issues.

Proactively develop internal relationships to collaborate with other departments and branches to resolve inconsistencies member disputes call quality and any other service related issues.

Assist in departmental planning and budgeting. Make recommendations for departmental improvements.

Conduct Daily huddles team meetings and individual dialogues in an inclusive and effective manner.

Perform all functions requiring supervisory overrides and approvals as needed in accordance with company policy including but not limited to approval or denial of reactivation of debit cards and/or hold releases for funds availability

Responsible for ensuring staff is informed of any current phone check or debit card scams to identify potential loss or fraud.

Assist as opening/closing/Saturday supervisor as needed.

Miscellaneous

Participate in Credit Union business development and community involvement activities

Serve as a Team Member on Organizational or Departmental Projects.

Stay apprised of industry standards by subscribing to industry related journals and publications and join relevant listservs.

Schedule and conduct monthly individual dialogs with Contact Center Manager.

Perform other duties as required or assigned.

Education and Experience

High school diploma or G.E.D. equivalent required

Three years financial institution experience including teller operations or new accounts loans and other platform services preferred.

Two years previous call center experience required.

One year previous supervisory experience required.

One year sales experience preferred

Knowledge Skills & Abilities

Good knowledge of contact center call monitoring programs and subsequent reporting functions.

Strong understanding of regulations and procedure creation associated with member security and fraud prevention

Great working knowledge of phone systems to ensure functionalities needed for contact center environment

Microsoft product knowledge.

Excellent verbal and written communication skills.

Demonstrate and utilize professional presentation skills and effective business development skills.

Desirable Traits

Pleasant and professional appearance

Good listening skills

Enjoys working with public using a courteous professional approach

Able to work flexible hours

Dependable

Organizer and planner

Possess decision-making abilities

Creative problem solving

Versatile in all aspects of the credit union

Physical Functions

Must have the ability/stamina to work at least 40 hours a week

Will frequently reach feel bend stoop carry finely manipulate and key in data

Must be able to engage in problem-solving skills to help identify and solve potential issues in the field

Must be able to communicate heavily through telephone e-mail and in-person communications

Types of Decisions requiring supervisory approval: Situations outside AFCU policies and procedures.