Contact Center Supervisor I

Contact Center Supervisor I

Job Type: Full-Time

Exemption Type: Exempt

Wage Amount: $28.50 hourly minimum

Join a wonderful team and work for a growing organization with a one-team spirit and where every voice matters!

Essential Function:

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.