Call Center Operations Supervisor

Position Title: Call Center Operations Supervisor

REPORTS TO: Call Center Manager

SUPERVISES: Call Center Staff

JOB STATUS: Exempt

GRADE 9: $43,209.94 to $54,012.42 Targeted Annual Salary

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  This position works on-site. Remote work is not available at this time.

JOB SUMMARY:

This employee is responsible for the supervision and efficient operation of the Call Center and operations support division of State Employees Credit Union. He/ She strives to achieve overall member satisfaction by providing quality service and support while working to meet department and credit union assigned goals (Must be in current position 24 months).

All employees of State Employees Credit Union are proactive, result driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management.

Duties/Responsibilities:

• Supervise the activities of the Call Center staff by assigning work, answering questions, solving problems, and helping with complex transactions and sensitive member relations problems. Provide staff with feedback in monthly staff meetings.
• Primary contact for all calls that need to be escalated from Call Center personnel.
• Assists in developing written department procedures and ensures staff compliance as well as maintains discipline and disciplinary actions, if necessary, in coordination with Call Center Manager.
• Review and revise procedures, as needed, within the Call Center.
• Provides input on evaluations for employees of Call Center and makes written recommendations, along with the Call Center Manager, for direction of call center representatives.
• Participate in the hiring, training, and coaching of Call Center employees with the Call Center Manager.
• Responsible for researching member inquiries to ensure proper follow-up and member satisfaction.
• Oversees work schedules to include lunch hours and other projects and duties as assigned to assure proper staffing in Call Center.
• Oversees the following programs which are based within the Call Center; ODP program, BSA tracking-CTRs, SARs, FinCEN, Bridger, OFAC, Negative Share Collections-ODP, ATM/Debit Card Program, and General Operations Support for SECU.
• Understand compliance issues & attends training as they relate to Call Center Operations Supervisor I, including, but not limited to Bank Secrecy Act: Reg P: Patriot Act
• Performs all other assigned duties.

Required Skills/Abilities:

• Everyone in the position performs the tasks.
• The job exists so the tasks may be performed
• The job could not be done if the tasks were not completed.
• Non-performance of the tasks, even if the tasks are performed infrequently, would be serious (i.e. inability to perform required tasks).

Education/Experience:

• Must be at least 18 years of age.
• Must be a graduate of an accredited high school or have the equivalent of a high school diploma (G.E.D. certificate).
• Must be able to speak, write and understand English. Excellent verbal and written communication skills are necessary.
• Must have knowledge of office machines and equipment and be able to type.
• Patience, tact, enthusiasm and positive attitude toward the members and general public.

General Requirements:

Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to:

• Works in a safety conscious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace.
• Adheres to policy on Drug Free Workplace.
• Complies with company policies and procedures and local, state and federal regulations
• Interacts in a tactful and diplomatic manner with members, general public, and co-workers to provide a safe and efficient environment which ensures the self-respect, personal dignity, rights and physical safety of each individual.
• Maintains a dependable attendance record and adheres to standards of cleanliness, grooming, hygiene and dress code.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Some standing, walking, kneeling, stooping, bending and lifting.
• Must be able to lift up to 15 pounds at times.
• Must be able to access and navigate each department at the organization's facilities.

State Employees Credit Union offers a highly competitive benefits package

Applications must be received by Human Resources

State Employees Credit Union of New Mexico is an Equal Opportunity Employer

Equal Opportunity Employer, including disabled and veterans.