Contact Center - Contact Center Supervisor

Administrative - Horizon Center, San Diego, California, United States of America

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Job Description

Posted Friday, September 27, 2024 at 7 : 00 AM

We are looking for a LEADER for our 60+ Team Member call center based in Scripps Ranch!

Do you have a passion for helping others? Are you the go-to person for people on your team because you always have the answer or know where to get it?

Do you enjoy coaching and mentoring others and helping them grow their own careers?

How does working with a great team where you will feel supported and appreciated sound? Want to work somewhere you can really have an impact?

If this sounds interesting to you, below are a few more details.

• Maintains a highly knowledgeable and well-performing team(s).
• Answers staff questions, handles escalated calls, performs member experience survey callbacks, and provides back-up support on the phones during peak periods.
• Delivers superior member service, both internally and externally, in accordance with organizational service standards. Seeks innovative solutions and energizes the team to succeed.

Actively participates in the creation of motivational strategies to drive quality performance to include incentives, contests, and team performance programs.

• Assists in recruiting and hiring highly skilled sales and service-oriented individuals.
• Conducts side-by-side coaching sessions, monthly scorecard reviews, identifies employee training and development needs, and reports findings to Manager.
• Responsible for reviewing / approving telephone wire requests up to authorized limits. Adheres to policies and procedures to mitigate fraud and / or potential losses.

Uses sound, prudent, and good judgment for the decisions that are outside the normal guidelines.

Shares timely communications regarding policies and procedures, compliance, marketing promotions, and financial and economic news with staff.

Ensures that all communication distributed from the Contact Center is correct in form and content.

Here is what we are looking for :

• Associate’s Degree; however, experience can substitute for education.
• At least 3 years of related work experience in the financial services industry with progressively responsible duties is required.
• Experience successfully working with a TEAM of people in a functional guidance / lead or supervisory capacity is highly preferred.
• Call Center experience is also preferred!
• Skills - Excellent customer service, verbal and written communication skills along with solid decision-making and troubleshooting skills.

Strong interpersonal and relationship-building skills are essential.

• Must possess the ability to manage sales, service, and operations in balance.
What we offer :
• Great team!
• Great team!
• You can’t beat a role in sunny San Diego!
• Hybrid environment. Remote up to 2 days a week if you would like (some weeks may require more onsite days based on what’s happening in the business).
• 18 days of PTO in your first year plus 12 holidays a year!
• 6% 401(k) match.

If this sounds like an amazing opportunity to you (because ya, it is!), we want to hear from you!

Base Pay / Salary : $65,000 - $72,000 a year

The salary wage range that we expect to pay for this position is $65,000 to $72,000. Actual base pay within this range will be determined by several components, including but not limited to, relevant experience, internal equity, skills, qualifications, and other job-related factors permitted by law.

Mission Federal Credit Union is an Equal Opportunity Employer. All applicants will receive consideration without regard to race, sex, color, creed, religion, age, marital status, sexual orientation, national origin, physical or mental disability, veteran status, or any other class protected by law.

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