Contact Center Inbound Supervisor

Position: Contact Center Inbound Supervisor Location: St. Joseph, MI Job Id: 3103 # of Openings: 1 Contact Center Inbound Supervisor - St. Joseph (Full-Time) ABOUT HONOR: At Honor Credit Union, we've been putting members first since 1934. Our team remains true to our member promise: Providing Solutions For Your Financial Success. Honor members enjoy extraordinary member service at 28 branches, and worldwide through online banking. OUR TEAM: As a team member at Honor Credit Union, you are genuinely part of a family. We leave the term "employee" at the door because you're much more than that; you're a valued member of the Honor Team and its success. We don't settle for good; we strive to be great, and that starts with the individuals that live out the "I Am Honor" promise every day. At our core, we are obsessed with providing extraordinary member experience with solutions for financial success. We are rooted in the belief that finances don't have to be intimidating and giving back to the communities we serve is essential. We are made up of outgoing, positive, friendly, and highly experienced individuals, which creates an inclusive, stimulating atmosphere. Smiling is the epitome of our culture, and like kindness, we believe smiling is contagious - it's no accident that you'll find a smiley face on all things Honor. COMMITMENTS TO LIVING "I AM HONOR": Act with Urgency and Care - You have the direct authority and responsibility to act and seek out solutions. The Platinum Rule - Treat others the way they want to be treated. Make the Connection - Develop genuine relationships so you can provide a "WOW" experience. See a Need, Fill a Need - Seize opportunities to help others meet their needs, whether they are known or unrealized. Reason over Rules - Make decisions that are good for the person and good for Honor. Cultivate Peace & Love - Uphold an environment where diversity is celebrated, kindness is contagious, and everyone belongs. WHAT WE ARE LOOKING FOR: Supervises a team of Inbound Specialists to deliver an efficient, timely, and exceptional member experience. Provides coaching, training, guidance, escalated support, and subject matter expertise to the Contact Center and direct team. Actively monitors team's performance by analyzing reports, conducting call evaluations, and provides in the moment training and coaching. Identifies and implements process improvements to enhance member experience and reduce friction. Sets the example for the team by providing the highest level of member experience when taking calls and operating with a sense of urgency while leading and growing the team to exceed goals. WHAT WE EXPECT FROM YOU: EDUCATION/CERTIFICATION: High School diploma or equivalent is required. Associate's degree in Business is preferred. EXPERIENCE REQUIRED: Three years to five years of similar or related experience, including preparatory experience. KNOWLEDGE/SKILLS/ABILITIES: Knowledge of company products and sales policies and procedures. Must have a demonstrated ability to keep finances in order. Good interpersonal, customer service and problem-solving skills. Ability to pay attention to detail. Strong listening, verbal and written communication skills. Demonstrated ability to work well in a team environment. Demonstrated ability to follow company policies, guidelines and procedures. WHAT'S IN IT FOR YOU: Honor has excellent benefits for all full and part time team members. We offer: Medical with prescription coverage, Dental, and Vision. 401k employer contribution & matching program. Incentive eligible. Paid time off and paid holidays (including your birthday). Paid community volunteer hours. Wellbeing spending account. Various discounts on credit union products and services for team members & their families. Additional perks included. Apply for this Position