Contact Center Supervisor

Virginia Credit Union•Roanoke, VA

About The Position

PRIMARY FUNCTION: The Contact Center Supervisor’s primary function is to provide leadership and direction to the Contact Center staff and directly supervise a team of Contact Center Account Consultants. In addition, the Supervisor is responsible for consistently motivating staff and developing goals to ensure that excellent member service is provided at all times. JOB DUTIES AND RESPONSIBILITIES: Inform, Educate, and Advise members, regardless of the individual circumstances. Ensure the members are consistently provided with quality service by promoting the Brand. Conduct monthly one-on-one coaching sessions with individual consultants based on observation of job-related knowledge and skills (review activities, results, recorded member interactions, and progress towards goals). Conduct Quick-Coaching sessions to provide informal observation and feedback to consultants on sales skills, and next time opportunities. Conduct monthly team meetings to discuss sales and service objectives, activities, and/or strategies on which to focus. Responsible for the writing of and the conducting of performance evaluations for the Contact Center staff in conjunction with the Manager. Assist the Quality Assurance Specialist with service observing Contact Center consultants to ensure that department goals are met and to emphasize the importance of quality service. Ensure that service level, average answer speed, and representative productivity is being managed and monitored. Ensure that staff is cross-selling products and services and meeting department and team goals. Ensure teamwork within the department and promote internal quality service with other areas of the Credit Union. Utilize statistical reports to set goals for their individual teams and develop incentives to motivate the Contact Center staff. Assist Manager and Workforce Management with daily and weekly scheduling. Take incoming member calls as needed. Assist Contact Center Consultants and members with intricate problems, and resolve member complaints and concerns in a timely manner. Responsible for handling escalated member calls. Acts in the absence of the Manager as needed. Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies. Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security. Report all Risk Management Policy violations in accordance with policy. EXPECTATIONS: Maintain and demonstrate excellent knowledge of all VACU products, services, policies, and procedures. Keep informed and comply with regulations related to Consumer Lending, and Credit Committee and other credit union policies. Contribute towards individual, team, & department goals while promoting team spirit. Give feedback to the Managers and other Supervisors about department and team goals and incentives. Attend training sessions as directed by Manager to keep skills current. Work with the Contact Center Trainer on training and development. Create a supportive culture by collaboration and teamwork, both internally and externally. Utilize the mentoring program to assimilate new employees to the Contact Center. Collaborate with Manager on service quality issues and member feedback. Build relationships with team & promote team spirit and assistance to phone reps. Keep all member and credit union business confidential.

Requirements

Must have knowledge of Word and Excel
Must be able to operate a computer and other office equipment
Must be skillful when working with details such as numbers and names
Must have strong written and oral communication skills
Must have good organizational and motivational skills
Must have the ability to effectively communicate with customers, consultants, and all-levels of management both verbally and in writing
Must be able to work in a stressful environment while being flexible and professional
Must have the ability to consistently provide excellent service
Must be driven by a heartfelt desire to create a place where customers feel comfortable seeking financial advice, and trust that they will receive the right solutions
Must have ability to give direction, perform multiple tasks, and be creative
High school degree is or equivalent required
Must have prior supervisory experience or have demonstrated leadership abilities in a customer service environment
Must have experience with computers
Must have experience in handling customer requests and inquiries
Ability to sit for long periods of time
Ability to speak and hear clearly with reasonable accommodation

Nice To Haves

Credit union or banking industry knowledge preferred
College degree is preferable or equivalent work experience
Experience with writing and conducting performance evaluations, recruitment, and dealing with employee discipline issues is preferred

Responsibilities

Provide leadership and direction to the Contact Center staff
Directly supervise a team of Contact Center Account Consultants
Consistently motivate staff and develop goals
Ensure excellent member service is provided at all times
Inform, Educate, and Advise members, regardless of the individual circumstances
Ensure the members are consistently provided with quality service by promoting the Brand
Conduct monthly one-on-one coaching sessions with individual consultants based on observation of job-related knowledge and skills
Conduct Quick-Coaching sessions to provide informal observation and feedback to consultants on sales skills, and next time opportunities
Conduct monthly team meetings to discuss sales and service objectives, activities, and/or strategies on which to focus
Responsible for the writing of and the conducting of performance evaluations for the Contact Center staff in conjunction with the Manager
Assist the Quality Assurance Specialist with service observing Contact Center consultants to ensure that department goals are met and to emphasize the importance of quality service
Ensure that service level, average answer speed, and representative productivity is being managed and monitored
Ensure that staff is cross-selling products and services and meeting department and team goals
Ensure teamwork within the department and promote internal quality service with other areas of the Credit Union
Utilize statistical reports to set goals for their individual teams and develop incentives to motivate the Contact Center staff
Assist Manager and Workforce Management with daily and weekly scheduling
Take incoming member calls as needed
Assist Contact Center Consultants and members with intricate problems, and resolve member complaints and concerns in a timely manner
Responsible for handling escalated member calls
Acts in the absence of the Manager as needed
Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies
Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security
Report all Risk Management Policy violations in accordance with policy
Maintain and demonstrate excellent knowledge of all VACU products, services, policies, and procedures
Keep informed and comply with regulations related to Consumer Lending, and Credit Committee and other credit union policies
Contribute towards individual, team, & department goals while promoting team spirit
Give feedback to the Managers and other Supervisors about department and team goals and incentives
Attend training sessions as directed by Manager to keep skills current
Work with the Contact Center Trainer on training and development
Create a supportive culture by collaboration and teamwork, both internally and externally
Utilize the mentoring program to assimilate new employees to the Contact Center
Collaborate with Manager on service quality issues and member feedback
Build relationships with team & promote team spirit and assistance to phone reps
Keep all member and credit union business confidential