Call Center

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Reporting to the Member Contact Center Manager, the Member Contact Center Team Lead assists with managing the day-to-day operation of the Contact Center staff. This role also includes assisting in Contact Center staff development to ensure the delivery of quality service supportive of our organizational strategy, attainment of goals as well as the adherence to credit union policies and procedures. The Contact Center Team Lead is also charged with upholding a Member Centric environment focusing on enhancing the member experience and would serve as acting manager in the absence of the Contact Center manager.

Responsibilities

• Assist with monitoring the day-to-day operations of the Contact Center to help ensure that sales and service level agreements are met.
• Assists with for scheduling, reporting, resolving escalated issues, staff development, schedule adherence, and projects as assigned.
• Assists Manager with the development and revision of Contact Center directives/procedures, ensures proper staff communication and adherence to policies and procedures.
• Monitors calls for quality and training purposes.
• Assists Contact Center Manager with developing, mentoring, motivating, coaching and monitor performance to enhance service and performance results.
• Assists with the development of annual performance goals, input and recommendations for training plans, performance evaluations and appropriate personnel actions for each direct report.
• Other: Develops effective working relationships with internal partners.
• Ensures that operating procedures are followed to minimize security risk, protect corporate assets, and attain a satisfactory rating on internal audits.
• Adheres to all risk management guidelines and complete all required compliance training within time frame provided.
• Performs necessary adjustments/corrections on member's accounts. Including written follow up via email or letters.
• Acting Manager in absence of Manager for Contact Center
• Assists staff with routine duties as time allows and provides coverage when there are staff shortages this includes working Saturdays
• Supports and participates in continuous improvement activities.
• Represents the Credit Union in a positive and professional manner.
• Other related duties as assigned.
• Maintains member and other sensitive information with confidentiality.
• Treats all co-workers and members with respect.

Qualifications

• 3 to 5 years of demonstrated progressive credit union or related banking experience is required (with at least 2 years in a Sr. level role)
• Previous customer service experience.
• Aptitude for problem solving.
• Comprehensive knowledge of products and services.
• Ability to deal with a constant influx of telephone calls and interruptions
• Thorough knowledge of applicable law, regulations, compliance practices and Credit Union procedures.
• Strong proficiency with computers and computer software applications with advanced proficiency in Microsoft Office (including spreadsheets, word processing and presentation software
• Must be able to communicate effectively with members, management and co-workers.
• Ability to interface with people in a positive manner.
• Proficient in MS Word, Excel and ability to create reports.
• Able to handle difficult/irate escalated calls.
• Ability to analyze and solve problems relative to member service needs
• Team oriented and the ability to work collaboratively
• Must be able to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion.
• Courtesy, tact, and diplomacy are essential elements of the job.
• Work involves much personal contact with others inside and outside of the organization
• Strong interpersonal and consulting skills.
• Excellent written and verbal communication skills
• Ability to compose and provide reports either through Excel or Prism

Preferred Qualifications

• Three to 5 years Call Center operations experience in a supervisory position.
• Experience with system conversions and/or implementations
• 2 years' experience in a Supervisory role.
• Understanding of member centric environments
• Knowledge of work force management administration to coordinate work schedules for staff
• Manage real-time and historical call volumes and reporting to ensure scheduling process to minimize service level impacts and overtime.
• 4-year degree in business or related field.

Education:
Education equivalence to a 2-year college degree or completion of a specialized course of study at a business or trade school.

Website:

Pay scale by applicable geographic location:

• Alaska: Min $ Mid $ Max $43.96
• Arizona: Min $ Mid $ Max $38.76
• Nevada: Min $ Mid $ Max $39.66
• Texas: Min $ Mid $ Max $37.32
• Washington: Min $ Mid $ Max $45.04
• Wyoming: Min $ Mid $ Max $38.22

The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of applicable experience within the job, the type of years and experience within the industry, job related training/education, etc.

Applicants must be legally authorized to work in the U.S. without the need for current or future sponsorship.
Benefits

• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off
• Training Provided
• Tuition Reimbursement