Call Center Team Lead

Xtend•Grand Rapids, MI

1d•Onsite

About The Position

The Member Service Team Lead provides day-to-day guidance and support to Member Service Representatives (MSRs) and Senior MSRs while serving as a liaison to Contact Center management. This role supports staffing, coaching, training, reporting, and special initiatives while remaining actively involved in client and member service.

Requirements

High school diploma, GED, or equivalent experience, including 1–2 years of office, call center, or leadership experience.
2–3 years of banking, credit union/CUSO, customer service, call center, or financial services experience.
Ability to meet or exceed MSR and Senior MSR qualifications.
Experience training employees or clients by phone, virtually, and in person.
Advanced knowledge of credit union operations, CUBASE, Xtend Contact Center, and Member Reach processes.
Strong communication, organization, decision-making, problem-solving, and coaching skills.
Ability to manage multiple priorities independently while maintaining accuracy and confidentiality.
Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.
Strong interpersonal skills and ability to build effective relationships with teams and partners.
Regular attendance and a positive, professional approach.

Responsibilities

Perform MSR and Senior MSR duties, including queue support, escalations, web chats, voicemails, bill pay inquiries, and card-related requests.
Coordinate team schedules, attendance, breaks, and coverage; communicate staffing concerns to management.
Review client communications for professionalism and accuracy.
Train, coach, and mentor team members, including 30-, 60-, and 90-day check-ins for new agents.
Monitor compliance with Contact Center procedures, the Processing Guide, and Rules of Engagement (ROE).
Monitor call queues and assist as needed to improve service levels, including ASA and abandonment rates.
Provide performance feedback and complete monthly call scoring for Outbound and Bilingual MSR teams.
Assist management with training initiatives, reporting, monthly billing, and special projects.
Perform additional duties as needed to support team and organizational goals.