What are the responsibilities and job description for the Contact Center Supervisor position at AMOCO Federal Credit Union?
The Contact Center Supervisor assists AMOCO in achieving its mission of "serving the financial needs of our members" by training and motivating the team to meet their assigned tasks regarding the following channels: phone calls, email, chat messages, etc. Assists with scheduling, handling escalated member requests, monitoring performance, ensuring quality service, and assisting the team with overall training needs. The Contact Center Supervisor provides overflow support to the various channels based on traffic needs.
Our Culture
AMOCO Federal Credit Union is 85 years strong and recognized as one of the largest credit unions in the Houston/Galveston area. Our culture is driven by staff who exemplify the cooperative spirit of people helping people. By listening and understanding the needs of our membership, we aim to become their trusted financial institution. The goal with every interaction is to create member loyalty and to serve and satisfy the financial needs of our members and employees at every touch point in the member service chain. To achieve that, we focus on hiring for talent and the right fit for our culture.
Work Perks
We offer the following exceptional benefits:
- Health Benefits including medical, dental, and vision for employees
- Tuition reimbursement
- On the job training
- 401(k) match
- Annual Bonus Incentive
- Paid Company Annual Holidays
- Paid time off
- Frequent employee appreciation and recognition events
Essential Functions and Duties:
50% Assists with member requests in the capacity of one or more of the following areas within the Contact Center: communicating via phone call, email, or chat directly or indirectly with members
25% Supports coaching and training needs of employees to Contact Center management. Provides on-the-spot support to Contact Center employees for member escalated requests, troubleshooting of department's technology, schedule changes, etc. Assists with department quality of service or service audits to members through designated Center Center software.
20% Reviews day-to-day reports to track department progress and month-end reporting. Provides trends and alerts to management for consideration in future planning and development of the department. Compiles daily and monthly reports for department and individual progress tracking.
15% Assists in setting monthly/weekly department schedules and communicating such changes to department employees. Performs other duties as assigned.
- Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
- Commitment to provide excellent customer service while using Member Service & Loyalty Skills: Focus on Member, Maintain/Enhance Self-Esteem, Listen, Maintain Personal Responsibility, Manage Complaints and Resolve Problems.
