Customer Service Operations Supervisor
2 weeks ago
As the Customer Service Operations Supervisor, you will be responsible for managing all facets of the Contact Center to ensure exceptional service is provided to both internal and external stakeholders. Your role will involve quality assurance through call monitoring, addressing escalated issues, offering guidance and leadership to the team, and overseeing daily operations. Collaborating closely with the Vice President of the Contact Center, you will prepare reports, resolve member concerns, and train Customer Service Representatives. Your primary objective is to fulfill the credit union's goals while effectively addressing member needs across various communication platforms.
Key Responsibilities:
- Gather, analyze, and summarize data to create performance reports for upper management.
- Assist in managing escalated calls and support the team during peak call times.
- Oversee Contact Center personnel to ensure high performance, provide coaching and training, and uphold service excellence.
- Utilize resources efficiently to enhance productivity, manage scheduling, and monitor service quality.
- Conduct regular performance assessments, deliver constructive feedback, and inspire the team through positive communication.
1. Provide professional and timely service to all members.
2. Support Customer Service Representatives by promptly addressing calls and inquiries.
3. Accurately process member transactions.
4. Maintain a professional atmosphere within the department.
5. Offer leadership to ensure timely completion of tasks.
6. Document performance to facilitate staff development within the organization.
Qualifications and Skills:
Experience - Significant experience in Contact Center operations with a keen attention to detail.
Education - A two-year college degree or relevant certification, training, or job-specific skills.
Interpersonal Skills - Ability to support the team, deliver efficient phone services, provide solutions, and promote products.
Additional Skills - Proficient in multitasking, decision-making, problem-solving, leadership, communication, and effective workload management. Must be adaptable, prioritize tasks, and work collaboratively as part of a team.
Physical Requirements - Ability to navigate the work environment, communicate effectively in person and over the phone, and lift a minimum of 10 pounds.
Work Environment - Expected to maintain a clean and professional workspace while adhering to safety protocols.
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