Contact Center Supervisor I

Contact Center Supervisor I

Join a wonderful team and work for a growing organization with a one-team spirit and where every voice matters!

Supervisor Responsibilities :

• Responsible for overseeing the daily operations of their assigned team completing observations, addressing performance issues, coaching employees and providing input on hiring, terminations and evaluations.
• Provide guidance and assistance to other members of the Contact Center staff in the execution of their daily activities and responsibilities as needed.
• Promote a high level of employee engagement through daily intentional interactions with both on premises and remote staff members through face to face and virtual meetings.
• Promote and maintain quality member service at all times through call monitoring, feedback, coaching and staff training.
• Effectively manage team member productivity and performance.
• Attain and maintain a thorough knowledge of all credit union products and services to support outstanding service delivery to members, potential members and staff.
• Attain and maintain a thorough knowledge of best practices for contact center management.
• Prepare all agent scorecards and conduct monthly coaching sessions and biweekly one on one meetings.
• Assist with preparing and training staff for the implementation of new systems updates and changes.
• Encourage and develop cooperation among Contact Center personnel to ensure team collaboration and prompt, courteous member service.
• Assist Contact Center employees and / or other staff members by enthusiastically answering questions, solving problems, helping with complex work-related matters and call escalations through HelpChat and other channels.
• Oversee the successful onboarding of new hires in the Contact Center once they report to the department through coaching and mentorship.
• Deliver monthly employee performance updates and prepare annual employee evaluations.
• Ensure payroll accuracy and timeliness through regular timecard reviews including corrections and approvals.
• Ensure Contact Center staff maintains member confidentiality and compliance with all company policies.

Contact Center Operations :

Miscellaneous :

Education and Experience :

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Desirable Traits :

Physical Functions :