What are the responsibilities and job description for the Contact Center Supervisor position at Skyla Credit Union?
Location: 1835 W WT Harris Blvd. Charlotte, NC 28262
Job Grade: 10
primary functions:
Responsible for providing supervision and support for MSS Representatives for the Contact Center to maximize member service and business development. Maintain a high level of support for Remote Services staff to address member inquiries and/or concerns in a timely and professional manner. Ensure the quality of all interactions is consistent with enhancing the member experience.
responsibilities:
1. Exhibit a thorough knowledge of the credit union’s products and services and demonstrate ability to successfully use multiple computer programs/systems.
2. Provide supervision and support to Contact Center staff to achieve optimal service levels.
3. Help manage staff of up to 10 reports. Assist in annual reviews for staff by providing relevant data to Contact Center manager.
4. Have a working knowledge of all applicable software programs. Provide backup for contact center functions as needed.
5. Assist in providing timely coaching for staff to thoroughly evaluate member relationships to make appropriate product and service recommendations.
6. Oversee scheduling of Contact Center staff and coordinate with Contact Center Manager.
7. Provide consistent communications to Contact Center team, including weekly huddles and monthly meetings.
8. Provide monthly performance coaching for MSS staff and appropriate feedback for career development.
9. Communicate and collaborate with the Learning and Development Department to develop relevant training for staff.
10. Demonstrate daily practices that encourage teamwork, receptiveness to learning new processes/methods and promote a positive work environment. Consistently be courteous and professional.
11. Be an advocate for Remote Services staff to create a high level of employee engagement and strong culture.
12. Maintain the integrity and privacy of all member records in a confidential manner.
13. Identify and recommend process improvements or new products based on member interactions to enhance the members’ experience and improve retention.
14. Comply with all federal regulations, credit union policies and procedures, including Bank Secrecy and the USA Patriot Act.
15. Remain abreast of changes in credit union policies, procedures, as well as consumer lending practices and willingly share knowledge with others.
16. Be open to learning new processes/methods and take the initiative to apply them to the job.
17. Comply with all Federal regulations, Credit Union policies and procedures, including Bank Secrecy and the USA Patriot Act.
18. Perform job duties in accordance with the Credit Union's values, mission and vision.
19. Perform other various duties as assigned.
minimum requirements:
1. Minimum 3-5 years of credit union/banking experience with an advancing leadership role.
2. Proven ability to demonstrate thorough knowledge of Credit Union products, services, and external systems.
3. Proven ability to mentor/coach effectively.
4. A demonstrable record in providing excellent service to members.
5. Success-oriented individual with a friendly and persuasive personality.
6. Detail-oriented with the ability to prioritize efficiently.
7. Strong computer skills with ability to quickly learn new processes/systems.
8. High school diploma or some college preferred.
