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 analysisAssist 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 developmentMay be assigned other tasks by appropriate line supervision.Document and communicate with Management on staff and member concernsSupervisory Responsibilities:Monitors calls to observe agent demeanor, technical accuracy, and conformity to department polices.Support management decisions and goals in a positive and professional mannerConsistently demonstrates traits of Leadership, Positive Attitude, Professionalism, and DependabilityMonitors queue and tracks inbound callsListens and coach staff on calls, problem solving, and build member relationships for quality assuranceTrack direct report goals, achievements and awards in UKGManage time on UKG of staff members assignedPlan, schedule and document individual sessions with staff for growth and retentionOther tasks may be assigned or changed as neededQualificationsEducation 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 voiceMember focusedDetail oriented and ability to multi-taskAbility to apply common sense understanding of financial transactions and carry out detailed but uninvolved written or oral instructionsAbility 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 outcomeComputer 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. #J-18808-Ljbffr Srp-Federal-Credit-Union