Call Center Team Lead

Xtend•Grand Rapids, MI

3d•Onsite

About The Position

The Member Service Team Lead provides day-to-day support to all Member Service Representatives (MSRs) and Senior MSRs. The Team Lead acts as a liaison to Contact Center management and assists them with special projects and initiatives identified by the team. They also help management identify staffing needs and key coaching/training opportunities. They are the first point of contact for MSRs and Senior MSRs. The Team Lead demonstrates the ability and desire to be in direct contact with clients both during implementation of services and for ongoing support.

Requirements

High School graduate, GED, or equivalent work experience. Equivalent work experience equal to 1-2 years of prior office experience with a focus call center operations or leadership.
2-3 years of experience in one of the following banking, credit unions or Credit Union Service Organizations (CUSOs), customer service, call center or financial services is required.
Meet or exceed the requirements and Job duties and qualifications of an MSR and Senior MSR.
Demonstrated ability to train staff and clients using phone, web conference and in person.
Excellent phone etiquette is required.
Advanced knowledge of credit union operations, regulations, and procedures, the Xtension Call Center, and Member Reach processes and demonstrates a vested interest in the success of these partners.
Advanced knowledge of CUBASE required.
Self-motivated and results-oriented, with a demonstrated ability to compete tasks with minimal oversight.
Well-organized with the ability to prioritize tasks and manage multiple projects in a deadline-focused setting while working independently.
Able to make sound decisions, using good judgment when handling challenges.
Clear and professional in both written and verbal communication.
Handles sensitive information with professionalism and respect for confidentiality.
Alignment with and commitment to the organization’s mission, vision, and cooperative values.
Proficient in Microsoft Office applications (Outlook, Word, Excel, and PowerPoint).
Excellent attention to detail and accuracy.
Ability to operate telephone, photocopier, fax machines and PC workstation.
Regular and predictable attendance.
Ability to maintain and present a positive and professional attitude.
Capable of analyzing problems and approaching solutions with a logical mindset.
Communicate effectively with a variety of audiences in both individual and group settings, including informal presentations, phone conversations, virtual meetings, and in-person interactions.
Able to build and maintain strong working relationships across teams and with partners.

Responsibilities

Perform all essential duties of Member Service Representatives (MSRs) and Senior MSRs, including handling hot cards, web chats, voicemails, bill pay inquiries, call escalations, and general queue support.
Assist with debit card reorder requests when applicable.
Coordinate staff schedules, monitor attendance for assigned team members, and report any absences or tardiness to management.
Review and send all client communications submitted by agents to ensure professionalism and accuracy.
Provide training on a variety of topics as requested by management, such as PC setup, I3 basics, The Learning Center (TLC), call flow orientation, and CUSO culture.
Ensure agent compliance with established procedures, including the Processing Guide and Rules of Engagement (ROE) used in daily operations.
Support Contact Center management with weekly and monthly reporting; provide performance feedback to assigned team members.
Assist in preparing and submitting monthly billing reports.
Monitor and assist with inbound call queues as needed to help reduce Average Speed of Answer (ASA) and Abandonment Rate (ABD).
Coach agents regularly to support improvement in individual metrics and team or departmental goals.
Conduct monthly call scoring for the Outbound and Bilingual MSR teams to support quality assurance.
Mentor new agents during their first 90 days by conducting 30-, 60-, and 90-day check-ins and offering ongoing support.
Collaborate with management to coordinate training initiatives for key Contact Center functions.
Monitor agent break, lunch, and personal time schedules to ensure adequate coverage across all phone queues and web chat.
Perform additional duties as assigned to support organizational goals and evolving business needs.