Contact Center Supervisor

The Contact Center Supervisor will assume, but not be limited to, the following responsibilities:

• Ensures staff is fully trained in all aspects of their positions and communicates any changes to procedures or promotional information in a timely manner.
• Appropriately schedules staff to ensure proper coverage while satisfying all applicable wage and hour laws.
• Assesses staff performance through observation and review of work to provide continued feedback through discussion, coaching, and the performance appraisal process.
• Monitors quality of telephone service, recommending and implementing service improvement standards.
• Promotes effective employee relations and establishes close working relationships with other members of the credit union.
• Maintains current in-depth knowledge of credit union policies and procedures and all other areas of accountability, including products and services.
• Accountable for preparing weekly reports to measure call abandonment and efficiency of agents.

The successful candidate will possess the following education, knowledge and skillsets:

• Some continuing education in business or finance preferred
• Minimum three years experience in a call center, lending operations or new accounts in a financial institution
• Minimum two years supervisory experience preferred
• Personal computer proficiency with Microsoft Word and Excel
• Excellent written and verbal communication, customer service and sales skills
• Excellent critical thinking skills

**Must be available to work Monday - Saturdays

We provide competitive compensation and benefits package that includes:

• Health, dental, and vision plans
• 401(k) plan
• Life insurance
• Paid Time Off (PTO) Plan
• Paid holidays

EOE