Call Center Supervisor

American 1 Credit Union•Jackson, MI

1d•$0 - $61,054•Onsite

About The Position

The Call Center Supervisor is responsible for supporting the Call Center Manager in providing quality member experiences within their designated department. They assist with the management of day-to-day operations with a focus on everyday core processes, employee development, lending and product sales coaching, member growth, and expense control. The Call Center Supervisor is dedicated to working with the Call Center Manager to create and sustain a culture that is filled with people who are Focused, Engaged, Trustworthy, Humbly Confident, and driven to Achieve. The Call Center Supervisor works collaboratively with the Call Center Manager to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.

Requirements

A minimum education of high school diploma or GED.
Excellent verbal and written communication skills
Working knowledge of PC applications such as Microsoft Office
Ability to work independently or as a collaborative member of a team.
Ability to direct other team members and coach others.
Knowledge of credit union products, services, policies, core processes and procedures
Ability to provide supervisory leadership of professional- and intermediate-level staff.
Demonstrated member-focused strategy skills.
Demonstrated skill in gathering, reporting, and summarizing trends in data.
Ability to express oneself clearly and articulately both orally and in writing.
Ability to make decisions and take initiative in problem resolution.
Ability to exercise tact and responsibility with handling confidential information.

Nice To Haves

Bachelor’s degree preferred.
Leadership experience preferred.

Responsibilities

Lead, Manage, and Accountability: Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Assists the Call Center Specialist Manager in the evaluation of the right people, and right seats. Acts as a leader in Call Center Specialist Manager’s absence.
Team Collaboration: Collaborate with the Call Center Specialist Manager in all discussions relevant to the American 1 culture, Call Center operation processes, and overall member experience. Assists Call Center Specialist Manager in executing strategy for credit union’s short- and long-term goals and objectives and communicates such goals and objectives to their team.
Focus on Purpose/Mission: Focused on the credit union’s purpose and mission statement of creating financial wellness in our community through everyday banking.
Accountability Measurement and Coaching: Monitors accountability to the sales program and completes regular observation of the Call Center team. Monitors Call Center benchmark goals for membership, lending, and product growth and coaches for success and reports to Contact Center Specialist Manager.
Employee Recruitment and Retention: Assists Call Center Specialist Manager to ensure that their Call Center is staffed with team members that are engaged and fulfilled in their work, properly trained and receiving regular feedback on performance.
Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
Call Center Expense Control: Assists the Call Center Specialist Manager with oversight on Call Center expenses through appropriate staffing and minimal turnover, member fee refunds, operational expenses, Call Center closings and more. Oversees Call Center scheduling to ensure appropriate coverage at peak times.
Core Process, Policy and Procedure Review and Recommendations: Responsible for following and coaching to all core processes, policies, and procedures. Assures team is following all processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements.
Community Advocate: Serves as a representative of the credit union and is actively visible in the community in which the Contact Center is located. Works with Community Partnerships to develop partnerships with local dealerships, companies, and schools.
Lead, Manage, Accountability
Assist with Department hiring, coaching and evaluations.
Solve member experience issues and uphold GREAT standards.
Contact Center Scorecard Results
Ensure operational excellence and integrity of the Contact Center