Call Center Team Lead
3 days ago
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 UsSilver 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
- 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
$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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