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

Qualifications

Qualifications

Education and/or Experience:

Associates Degree; 5 or more years financial institution or call center related experience; or equivalent combination of education and experience.

Other Skills:

• Great interpersonal and phone etiquette including a pleasant, professional speaking voice
• Member focused
• Detail oriented and ability to multi-task
• Ability to apply common sense understanding of financial transactions and carry out detailed but uninvolved written or oral instructions
• Ability to solve problems involving a few concrete variables in standardized situations.
• Ability to receive and respond appropriately to coaching and constructive feedback.
• De-escalation of member calls for a positive outcome

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft Office software including Windows, Word, Excel, Outlook Email /Calendar and Internet Explorer software. Experience with Symitar, Episys, Digital Insight and system preferred, or PSCU or other core banking software. 

Physical Demands:

• May be required to stand, use hands, and reach with arms.
• May be required to walk, stoop, kneel, or crouch; occasionally required to sit, climb, or balance.
• Must be able to lift to 25 lbs.
• Requires ability to communicate effectively in person, on the phone, and via digital channels.
• Vision requirements include close, distance, and peripheral vision, as well as depth perception and focus adjustment.