Contact Center Supervisor (Call Center)

HealthCare Associates Credit Union•Lisle, IL

1d•Onsite

About The Position

The primary purpose of this position is to assist HealthCare Associates Credit Union in living out our Mission, "Helping our members achieve their financial goals by providing superior financial solutions to "Bank Healthy". One of the primary means to achieve this end is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution. In addition, this position will be responsible to provide exceptional member service, confer accurate information (on savings and loan rates/products, ongoing promotions, account information) cross-sell credit union products and be apprised of all credit union products and services, policies and procedures. This position will also ensure all service contacts comply with Federal and State laws and regulations. Along with the Contact Center Manager, is responsible for achieving departmental and organizational goals. Assist in supervising, instructing, training and coaching call center representatives (agents). Ensure call quality by monitoring calls on a regular basis.

Requirements

Excellent communication and interpersonal skills
Ability to work well under pressure and multi-task
Ability to problem solve and interact with members
Listen attentively and effectively
Flexible with time, talents and schedules
Must be able to sit, view a computer screen, type, talk on the phone and listen attentively for long periods of time
Working knowledge of computer applications
Excellent communication, interpersonal and leadership skills required
Responsive and strong decision making abilities
Ability to calculate fractions, percentages, ratios and averages to create departmental and credit union reports
Must be able to prioritize workload, maintain integrity of confidential member and team member information.
Must be able to meet required deadlines
High School graduate with a minimum of 3-years member service (customer service) experience, preferably in a financial institution.
Minimum 2-years team leader or supervisory experience
Flexibility to work overtime (including Saturdays) as necessary to meet goals and objections, as well as, guide the team.
Minimum 1-year experience in IRA's

Nice To Haves

Previous call center experience a plus.

Responsibilities

Develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees' performance.
Recognize employees who perform at a high level.
Hold employees accountable for their performance, attitude and behavior.
Meet with each employee monthly to review previous month's performance, set goals for upcoming month's performance and develop plans to improve employee's performance.
Ensure that the contact center meets sales and service goals as established by the Credit Union.
Demonstrate enthusiastic support of corporate mission, core values and long term objectives.
Performs job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures.
Train and supervise branch staff.
Assign, direct, coordinate and review work performed by staff.
Maintains a highly motivated, well-trained staff maintaining effective employee relations.
Contribute to team effort by accomplishing departmental/credit union goals.
Ensure that staff is knowledgeable on all our products and services to be able to sell these services to our members.
Supervise activity of all contact center staff.
Maintain staff by recruiting, selecting, training and evaluating.
Cross-train staff to be able to do teller work.
Train staff to resolve member's questions or concerns in a timely manner.
Ensure team delivers service to both internal and external members that are in alignment with the credit union's core values.
Assists with overseeing the daily operation of the Call Center and Card Services.
Ensure effective problem resolution; address issues rather than symptoms.
Empower staff to appropriately use experience–based judgment when resolving issues.
Foster internal communication with other functional areas (MSO, Marketing, Accounting, Sales and Service/Training and Business Development) to maintain a mutual awareness of member needs/concerns, as well as, credit union opportunities.
Educate members and staff with regards to products, services, policies and procedures.
Ensure that all employees follow the company's best practices for the Contact Center management and operations.
Explain and recommend credit union products and services
Provide general account information
Provide information on new and ongoing promotions
Process financial transactions
Address and resolve member and agent problems, concerns and complaints
Act as a back-up to contact center agents in any capacity, inbound/outbound calls, email responses, etc.
Cross-sell credit union products and services and participate in outbound sales campaigns
Possess strong knowledge of Telephone Teller, as well as the back office admin tool, in order to assist members and agents
Possess strong knowledge of (Alkami) and Bill Pay, as well as the back office admin tool, in order to assist members and agents
Possess strong knowledge of ACH distribution, as well as ACH Warehouse, in order to assist members and coach agents
Possess strong knowledge of Payroll Allocations in order to assist members and agents
Possess strong knowledge of electronic services; Zelle (Defender, PayCenter Portal, CRM), Alloya, E-statement Admin Tool, DeposZip, OAO Meridian Link, Qualifile, Harland Clarke and any other electronic services, in order to assist members and agents
Record research requests and deliver to appropriate personnel
Explain procedures to initiate ACH distributions and payroll requests.
Ensure all forms are mailed to appropriate destination
Assess field of membership qualifications and provide accurate information
Survey membership to ascertain service levels
Track service parameters and assist in bench marking for inbound calls
Assist staff with member problem resolution
Monitor staff and departmental productivity
Ensure quality assurance by monitoring agent calls to observe agent demeanor, technical accuracy and conformity to company policies and procedures
Assist with departmental scheduling and ensure schedule adherence
Study and standardize procedures to improve departmental and agent efficiency
Update policies and procedures as needed
Meet with Contact Center Manager on a regular and consistent basis to discuss ongoing departmental goals and staff development
Coach, instruct and train agents on a regular basis
Provide feedback for staff performance evaluations