Contact Center Supervisor

Listerhill Credit Union•Listerhill, AL

About The Position

Listerhill Credit Union is a member-owned financial cooperative serving 13 counties in northwest Alabama and south-central Tennessee. The Contact Center Supervisor fosters collaboration and skill building among Contact Center Representatives, works the ticket queue, and completes member callbacks so representatives can focus on incoming calls. The supervisor leads by example and motivates staff through feedback and support. The role supports digital products and services by serving as a subject matter expert and training representatives on new products. It also focuses on improving member experience by identifying patterns in complaints, developing resolutions to prevent recurring issues, and providing prompt, accurate service. The supervisor works with the Contact Center Manager, other supervisors, the Digital Strategist, and the VP of Member Experience to support staff and share member feedback. This description may not include every duty and responsibility of the position.

Requirements

High school diploma or GED.
Three to five years of experience in a financial institution or contact center setting; at least one year of service in the Listerhill Contact Center may substitute for this experience.
Ability to multitask.
Higher-than-average understanding of the systems used in the Contact Center.
Professional demeanor and strong communication, analytical, critical reasoning, and problem-solving skills.
Personality traits conducive to a sales and service culture.
Ability to communicate efficiently, verbally and in writing, with all areas of the credit union.
Ability to lead others and gain their acceptance of ideas presented.
Successful completion of appropriate LCU assessments.

Responsibilities

Assist Contact Center Representatives with questions and issues.
Serve as a technical specialist.
Support training for new employees.
Provide overrides and approvals within set limits.
Perform member callbacks, including callbacks to complete wire transfers.
Refund fees within set limits.
Assist representatives with mobile and smart ATM questions.
Manage the Contact Center ticket queue, including fraud disputes and provisional credits, ACH issues, and credit and debit issues.
Supervise up to five Contact Center Representatives and assist them with day-to-day issues.
Support representatives’ needs, knowledge, and learning.
Assist the Contact Center Manager with scheduling as needed.
Proactively improve the member experience.
Share member concerns and observed frustrations with the Digital Strategist and VP of Member Experience.
Work with other supervisors to identify complaints with common causes.
Continue learning and seek innovative ways to better serve members.
Perform other duties as assigned.