Contact Center Supervisor (REMOTE)

The Supervisor in our Contact Center will support a team of Member Care Specialists and will promote and maintain a positive work atmosphere. The Supervisor will be the expert on all Member Services' policies and procedures and will serve as a point of escalation and knowledge transfer for all real-time inquiries. A key responsibility of the Supervisor is to provide input to the management team in developing and implementing process improvements.

Position Summary

Quorum Federal Credit Union is an online credit union and is one of the country's leading lending providers and an award-winning provider of banking solutions transforming how we deliver and serve members and partners coast to coast. We are a diverse group of employees driven by our shared ambition to earn stakeholder trust by providing instant, accessible, and expert financial solutions. Together, we are moving the organization forward with futuristic-thinking, continuous planning and brilliance that our employees deliver each day. At Quorum, we are dedicated to doing Good at every interaction. We call it "Banking That's Good. For You."

Key responsibilities include

• Coaching and developing assigned team to provide a consistent high-quality member experience


• Ensure Member Care Team goals are met and that service delivery goals associated with end-to-end triage of escalated issues are met.


• Administering Human Resources issues and concerns such as staffing, training, employee relations and performance evaluations in a professional, confidential, and timely manner.


• Preparing and delivering monthly feedback for team of Member Care Specialists


• Ensuring escalated issues are triaged and tracked for effective and timely resolution.


• Working closely with Quality and Training to identify and deliver training opportunities


• Participating in Quality Calibration sessions


• Tracking staff utilization, developing assigned schedules and handling intra-day scheduling adjustments to ensure coverage for email and phone inquiries from members.


• Handling escalated member inquiries


• Serving as primary point of contact for a select group of members


• Serving as a liaison with Member Services Team to ensure all information is efficiently disseminated


• Keeping abreast of industry developments including but not limited to changes in regulations and shares information appropriately.


• Serving as backup of Member Care Specialist responsibilities when required


• Performing additional duties as assigned.

Scope

This is a remote position and must be able to work with minimal supervision exercising independent judgment. This person must be action oriented, self-motivated, and creative while being highly functional.

Essential Skills, Knowledge and Requirements

1. Bachelor's degree preferred; will consider experience in lieu of degree.


2. Minimum of two (2) years of supervisory experience in a call center within a financial institution such as a bank or credit union is required.


3. Excellent problem-solving, organizational, analytical, verbal, and written communication skills.


4. Demonstrated ability to lead a team using well-developed interpersonal skills by providing coaching, feedback, training and development.


5. Ability to effectively identify requirements and negotiate solutions with both internal staff and vendors.


6. Strong decision making and time management skills with the ability to manage multiple projects/duties.


7. Familiarity with Jack Henry software solutions is strongly preferred.


8. Results driven, service oriented, self-motivated, and able to work independently.


9. Trustworthy with the ability to maintain highest level of integrity and trust.


10. Proficiency in Microsoft Office, specifically Word, Excel and PowerPoint. Ability to work in a multi-application environment.


11. Flexible to work a structured schedule that includes evening hours up to 7:00 p.m. in a remote environment which is free from distraction.

Salary Range: $65,000 to $75,000 annually. Individual salary will vary based on skills and experience. Incentive compensation may be available based on company and individual performance.

Benefits: Medical, Vision, Dental, Retirement Benefits, and Paid Time Off (PTO)

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