Contact Center Supervisor

Job Description:

PRIMARY FUNCTION:

The Contact Center Supervisor's primary function is to provide leadership and direction to the Contact Center staff and directly supervise a team of Contact Center Account Consultants. In addition, the Supervisor is responsible for consistently motivating staff and developing goals to ensure that excellent member service is provided at all times.

JOB DUTIES AND RESPONSIBILITIES:

• Inform, Educate, and Advise members, regardless of the individual circumstances.
• Ensure the members are consistently provided with quality service by promoting the Brand.
• Conduct monthly one-on-one coaching sessions with individual consultants based on observation of job-related knowledge and skills (review activities, results, recorded member interactions, and progress towards goals).
• Conduct Quick-Coaching sessions to provide informal observation and feedback to consultants on sales skills, and next time opportunities.
• Conduct monthly team meetings to discuss sales and service objectives, activities, and/or strategies on which to focus.
• Responsible for the writing of and the conducting of performance evaluations for the Contact Center staff in conjunction with the Manager.
• Assist the Quality Assurance Specialist with service observing Contact Center consultants to ensure that department goals are met and to emphasize the importance of quality service.
• Ensure that service level, average answer speed, and representative productivity is being managed and monitored.
• Ensure that staff is cross-selling products and services and meeting department and team goals.
• Ensure teamwork within the department and promote internal quality service with other areas of the Credit Union.
• Utilize statistical reports to set goals for their individual teams and develop incentives to motivate the Contact Center staff.
• Assist Manager and Workforce Management with daily and weekly scheduling.
• Take incoming member calls as needed.
• Assist Contact Center Consultants and members with intricate problems, and resolve member complaints and concerns in a timely manner.
• Responsible for handling escalated member calls.
• Acts in the absence of the Manager as needed.
• Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies.
• Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security.
• Report all Risk Management Policy violations in accordance with policy.

EXPECTATIONS:

• Maintain and demonstrate excellent knowledge of all VACU products, services, policies, and procedures.
• Keep informed and comply with regulations related to Consumer Lending, and Credit Committee and other credit union policies.
• Contribute towards individual, team, & department goals while promoting team spirit.
• Give feedback to the Managers and other Supervisors about department and team goals and incentives.
• Attend training sessions as directed by Manager to keep skills current.
• Work with the Contact Center Trainer on training and development.
• Create a supportive culture by collaboration and teamwork, both internally and externally.
• Utilize the mentoring program to assimilate new employees to the Contact Center.
• Collaborate with Manager on service quality issues and member feedback.
• Build relationships with team & promote team spirit and assistance to phone reps.
• Keep all member and credit union business confidential.

JOB QUALIFICATIONS:

Knowledge:

• Must have knowledge of Word and Excel.
• Credit union or banking industry knowledge preferred.

Skills:

• Must be able to operate a computer and other office equipment.
• Must be skillful when working with details such as numbers and names.
• Must have strong written and oral communication skills.
• Must have good organizational and motivational skills.
• Must have the ability to effectively communicate with customers, consultants, and all-levels of management both verbally and in writing.
• Must be able to work in a stressful environment while being flexible and professional.
• Must have the ability to consistently provide excellent service.
• Must be driven by a heartfelt desire to create a place where customers feel comfortable seeking financial advice, and trust that they will receive the right solutions.
• Must have ability to give direction, perform multiple tasks, and be creative.

Minimum Education and Experience:

• High school degree is or equivalent required.
• College degree is preferable or equivalent work experience.
• Must have prior supervisory experience or have demonstrated leadership abilities in a customer service environment.
• Must have experience with computers.
• Must have experience in handling customer requests and inquiries.
• Experience with writing and conducting performance evaluations, recruitment, and dealing with employee discipline issues is preferred.

PHYSICAL REQUIREMENTS:

• Ability to sit for long periods of time.
• Infrequent lifting or carrying of objects up to 10 pounds.
• Ability to speak and hear clearly with reasonable accommodation.