Call Center Supervisor

Job Description

Job Description

American Heritage Credit Union, a $5+ billion credit union, has an immediate opening for a Member Advisor Supervisor (Call Center Supervisor). This position is responsible for managing daily tasks/activities, handling member accounts, answering member/employee questions, cross training, and direct supervision of staff, managing escalated interactions and ensuring metrics set forth are adhered to and achieved.

Responsibilities Include:

• Serve as a subject matter expert as it relates to all product & service offerings of American Heritage Credit Union.
• Assist members and associates via multiple channels which includes but is not limited to phone, video, chat, email, etc.
• Perform quality assurance monitoring (live and/or recorded) for the Member Advisors to ensure services levels are meeting and/or exceeding member and credit union expectations.
• Assist Assistant Branch Manager with supervision of Member Advisor staff, act as Team Leader for a group of ten to twelve Member Advisors.
• Maintain a highly motivated, well-trained staff and evaluate job performance within designated time frames to ensure quality of work and service to members and staff. Train staff and perform coaching leveraging various techniques (i.e.: closed door, side-by-side, etc.). Sessions should be completed on a monthly basis (at a minimum) and must be accompanied by signed, corresponding meeting minutes.
• Assist with the development of department goals and objectives for designated staff/area.
• Assist with the development and updates of departmental procedures.
• Responsible for continued development of the training program(s) as it relates to the designated staff.
• Consistently monitor various member service contact points, which includes but is not limited to: Chat, Message Board, Text and Queue(s) to ensure prescribed service levels are achieved.
• Attend and contribute effectively when selected to participate in Process Improvement Teams (PIT Crew)
• Provide various types of information (i.e.: procedural, company policies, etc.) to team members.
• Lead daily meetings with team to disseminate information, perform skill-practice and provide recognition.
• Assist in the recruiting process by attending interviews and recommending candidates for employment.

Requirements Include:

• At least two years of customer service or cash handling experience.
• Must have at least 1-2+ years of Supervisory experience in a financial institution
• Professional well-developed interpersonal skills essential for servicing credit union members and staff while projecting a positive image as representative for the credit union.
• Must be flexible and available to work Call Center hours of operation:
  • Monday- Friday 7:00 a.m. to 7:00 p.m. & Saturday 9:00 a.m. to 3:00 p.m.

Our commitment to your success is enhanced by our competitive salary commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.

EOE M/F/D/V