Contact Center Team Lead
About The Position
The primary purpose of this position is to serve as a resource for team members, reinforces quality and service standards, supports first-contact resolution, monitors productivity and service trends, and helps coach behaviors that improve member experience, operational efficiency, and referral opportunities. The Contact Center Team Lead supports the daily leadership and performance of the Contact Center by guiding team workflow, assisting representatives, and helping ensure members receive accurate, efficient, professional service across telephone, email, web chat, and other approved communication channels. The Contact Center Team Lead serves as a team supervisor in daily operating functions and serves in a managerial role in the absence of the Department Supervisor and or Department Manager. Provides further assistance to the Contact Center when necessary. Serves as liaison between the member and the Credit Union. Responds to members’ requests, problems and concerns and/or directs them to the appropriate person for assistance. Respond to members’ checking account needs. Respond to members’ savings account needs. Respond to members’ loan needs. Cross-selling other products and services.
Requirements
- Education up to the equivalent of a four-year high school education.
- 1-3 years’ previous teller, member service, or loan-related experience.
- Overall knowledge of general credit union operational procedures to include but not limited to member services, member accounts, e-branch/e-statements, Chat/Web messaging, IVR systems, ATM and debit card, loan processes and procedures.
- Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
- Strong customer service skills to include telephone and e-mail/Internet skills.
- Strong data entry skills.
- Ability to operate a PC including typing and utilizing Microsoft Word and Excel.
- Attentive to detail, problem-solving, organizational skills, and the ability to multi-task.
- Demonstrated to have a strong ability to effectively communicate with various levels.
Nice To Haves
- Previous experience working in a call center or heavy phone usage environment.
- Member Service and Loan product knowledge.
Responsibilities
- Serve as a resource for team members.
- Reinforce quality and service standards.
- Support first-contact resolution.
- Monitor productivity and service trends.
- Coach behaviors that improve member experience, operational efficiency, and referral opportunities.
- Support the daily leadership and performance of the Contact Center by guiding team workflow.
- Assist representatives.
- Ensure members receive accurate, efficient, professional service across telephone, email, web chat, and other approved communication channels.
- Serve as a team supervisor in daily operating functions.
- Serve in a managerial role in the absence of the Department Supervisor and or Department Manager.
- Provide further assistance to the Contact Center when necessary.
- Serve as liaison between the member and the Credit Union.
- Respond to members’ requests, problems and concerns and/or direct them to the appropriate person for assistance.
- Respond to members’ checking account needs.
- Respond to members’ savings account needs.
- Respond to members’ loan needs.
- Cross-sell other products and services.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
