Supervisor, Contact Center

Job Summary:

Supervises the Contact Center to ensure members and potential members receive efficient, courteous, and accurate service. Develops and leads Contact Center staff to achieve organizational goals and objectives. Monitors and evaluates service levels and employee performance. Assists and trains staff. Responds to member questions or issues through all remote delivery channels. Works and leads effectively in a fast-paced environment with a variety of demands.

Essential Job Duties:

Leadership:

• Liaise with HR and OD to recruit, onboard, develop, and retain high-quality staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely one-on-ones and performance evaluations.  
• Effectively coaches, mentors, motivates, and manages the staff to ensure delivery of communications to employees in a timely and accurate manner while maintaining the Credit Union’s high standard of quality.
• Ensures that the department fosters a productive, rewarding work environment that provides for the development of employees; meets all established goals and metrics; and operates within the Credit Union’s core values. 

Main responsibilities:

• Hire, develop and lead the Contact Center staff to effectively utilize service and sales skills in order to enhance member service and loyalty and achieve department goals.
• a productive, rewarding team-oriented work environment that provides for the Create development of employees, meets all established goals and metrics, and operates within the Credit Union’s core values.
• Ensure employees have the proper tools and resources to successfully perform the requirements of their job.
• Plan and schedule staff effectively to achieve quality service goals, meet established workforce management standards, and staff development plans.
• Uphold the Credit Union’s compliance with the Bank Secrecy Act (BSA), which includes compliance with the Customer Identification Program and anti-money laundering policies and procedures.
• Report unusual or suspicious activity in writing to the Legal and Compliance Department.
• Establish and maintain strong working relationships with other companies (i.e. other credit unions, contact centers, and vendors).
• Develop and maintain strong relationships with all SLFCU stakeholders, exhibiting the Credit Union’s core values to enhance membership growth and loyalty.
• Ensure that member and Credit Union information is treated with the utmost confidentiality and security to support the Credit Union’s core purpose of being “our members’ trusted partner”.
• Recommend and implement department improvements for efficiency, consistency, and cost effectiveness.
• Manage member-related risks, making sound decisions in a manner that provides for maximum service value to members and minimal risk to the Credit Union.
• Provide training and ensure adherence to internal controls, procedures and security guidelines to minimize risk to the Credit Union and its employees.
• Assist with management of the overall member service and sales process within the Contact Center by:
• Providing service and sales coaching and feedback to employees
• Actively listening to and assessing the needs of the member, explaining the features and benefits of targeted products and services, and offering targeted solutions to meet the member’s needs
• Maintain up to date knowledge of policies, procedures, systems and processes to support the achievement of departmental and organizational goals.
• Plan and contribute to the budget process, recommend staff and department additions and focus on maintaining department expenses within the approved budget limits.
• Complete annual BSA and OFAC training.
• Performs other duties as assigned.

Required Skills/Abilities:

• Excellent interpersonal and negotiation skills.
• Excellent organizational skills and attention to detail.
• Strong proficiency with Microsoft Office applications. Familiar and comfortable with information technology, particularly digital means of communication.
• Strong time management and organizational skills, particularly in managing multiple initiatives.   
• Strong analytical and problem-solving skills.  
• Excellent verbal and written communication skills

Education and Experience:

• Minimum 5 years’ combined experience in a financial institution, contact center, supervisory, team lead or related experience
• Minimum associate’s degree or certification in business administration or related field, or more than 5 years of direct experience in lieu of a degree

Physical Requirements:

Prolonged periods of sitting at a desk and working on a computer.

Frequent travel

Must be able to lift 20 pounds at times.