Contact Center Team Lead

POSITION SUMMARY:

The primary purpose of this position is to serve as a resource for team members, reinforces quality and service standards, supports first-contact resolution, monitors productivity and service trends, and helps coach behaviors that improve member experience, operational efficiency, and referral opportunities. The Contact Center Team Lead supports the daily leadership and performance of the Contact Center by guiding team workflow, assisting representatives, and helping ensure members receive accurate, efficient, professional service across telephone, email, web chat, and other approved communication channels.

ESSENTIAL FUNCTIONS AND SUPPORTING DUTIES:

• Serves as a team supervisor in daily operating functions and serves in a managerial role in the absence of the Department Supervisor and or Department Manager.


• Provides further assistance to the Contact Center when necessary.


• Serves as liaison between the member and the Credit Union.


• Responds to members’ requests, problems and concerns and/or directs them to the appropriate person for assistance.


• Respond to members’ checking account needs.


• Respond to members’ savings account needs.


• Respond to members’ loan needs.


• Cross-selling other products and services.

QUALIFICATIONS AND REQUIREMENTS:

Required Education: Education up to the equivalent of a four-year high school education.

Required Experience: 1-3 years’ previous teller, member service, or loan-related experience.

Preferred Experience: Previous experience working in a call center or heavy phone usage environment.

Required Knowledge: Overall knowledge of general credit union operational procedures to include but not limited to member services, member accounts, e-branch/e-statements, Chat/Web messaging, IVR systems, ATM and debit card, loan processes and procedures.

Preferred Knowledge: Member Service and Loan product knowledge.

Skills and Abilities:

• Ability to adhere to BayPort Credit Union’s Core Values:  Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.


• Strong customer service skills to include telephone and e-mail/Internet skills, strong data entry skills.


• Ability to operate a PC including typing and utilizing Microsoft Word and Excel. 


• Attentive to detail, problem-solving, organizational skills, and the ability to multi-task. 


• Demonstrated to have a strong ability to effectively communicate with various levels.

This job description is not an all-inclusive list of the responsibilities, skills, working conditions or essential functions of this job. Management reserves the right to modify, add or remove essential functions as business needs warrant.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing.