Contact Center Supervisor

General Electric Credit Union•Blue Ash, OH

1d•Onsite

About The Position

The Contact Center Supervisor supports the Contact Center Manager to ensure that, using a consultative approach, members receive exceptional service in a friendly, professional, and timely manner. The Contact Center Supervisor will monitor and implement referral and service metrics by coaching and developing a team.

Requirements

High school diploma, or GED; bachelor’s degree preferred
Minimum two years experience in a member facing role at a financial institution required
Minimum two years of phone experience preferred
Minimum two years Supervisor or leadership experience preferred
Sales and service referral experience preferred
Strong interpersonal and customer service skills needed to create an exceptional member experience
Good communication skills, both written and verbal
Working knowledge of products and services relevant to role; ability to learn and train others
Advanced ability to resolve complex member concerns and escalated issues
Ability to maintain confidential or sensitive information

Responsibilities

Coach and develop team members to reinforce and ensure consistent behaviors that positively impact referral and service goals. Coaching and development activities include, but are not limited to: conducting regular observations to ensure consistency in member-focused behaviors and facilitating one-to-one meetings with team members
Assist the Contact Center Manager in the day-to-day operations of the Contact Center, including evaluating performance, providing feedback, managing schedules, and upholding standards for team goals and metrics
Utilize advanced knowledge of GECU products, services, policies, and procedures to be able to assist staff and members
Manage department volume through inbound call queues
Ensure all team members follow GECU’s service standards for delivering optimal member service with all member interactions and internal department communication
Communicates organization and department goals to team members so there is an understanding of expectations and how their role plays a part in attaining them
Manages any conflict resolution, including member escalations
Understands and adheres to regulatory and compliance standards, requirements, and policies, including operational expectations such as new account review and lending error correction
Performs other duties as assigned