Call Center Team Lead

3 days ago


Las Vegas, Nevada, United States Silver State Schools Credit Union Full time
Job Summary

We are seeking an experienced Call Center Team Lead to oversee the daily operations of our Call Center. This individual will be responsible for leading a team of customer service representatives, ensuring excellent member service, and driving sales growth.

About Us

Silver State Schools Credit Union is a leading financial institution dedicated to providing exceptional member service. We offer a competitive salary, comprehensive benefits package, and opportunities for professional growth and development.

Responsibilities
  • Lead a team of customer service representatives in providing excellent member service and achieving sales goals
  • Oversee daily operations of the Call Center, including call volume, quality, and resolution rates
  • Develop and implement strategies to improve member satisfaction and increase sales growth
  • Train and coach team members on credit union policies, procedures, and products
  • Monitor and report on key performance indicators (KPIs) such as first-call resolution rates, average handle time, and member satisfaction surveys
  • Maintain accurate records and reports on team performance and member interactions
Requirements
  • Bachelor's degree in Business Administration or related field
  • Minimum 5 years of experience in customer service or leadership role
  • Proven track record of improving member satisfaction and increasing sales growth
  • Excellent communication, leadership, and problem-solving skills
  • Able to work in a fast-paced environment and adapt to changing priorities
Compensation and Benefits

$60,000 - $80,000 per year, depending on experience

We offer a comprehensive benefits package, including health insurance, 401(k), paid time off, and professional development opportunities.


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