Member Experience Operations Supervisor

COMMUNITY FIRST CREDIT UNION OF FLORIDA • Jacksonville, FL

11d • Onsite

About The Position

To manage the day-to day production and operations of a team of Contact Center staff (full and part time) to ensure efficiency and adherence to schedules, delivery of a high level of quality member service, and referrals and cross sales to meet established goals. Serve as a mentor and consultant for the other Contact Center Supervisors and the Quality and Productivity Specialist. Take a leadership role in the activities and functions performed by that team (such as scheduling, revising or creating new processes or procedures, etc.)

Requirements

• Three years to five years of similar or related experience, including preparatory experience.
• A college degree.
• A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.
• Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs.
• Must be capable of climbing / descending stairs in emergency situation.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
• Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary.
• Must be able to work extended hours whenever required or requested by management.
• Must be capable of regular, reliable and timely attendance.
• Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must be able to read and carry out various written instructions and follow oral instructions.
• Must be able to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Responsibilities

• Leads and provide direction (management and coaching) to the assigned team of Contact Center agents regarding Contact Center performance, which includes on-line member communications, account opening, efficiency, member service levels and team development.
• Performs administrative tasks relating to the management of the assigned teams, such as scheduling, quarterly and annual performance planning, developing action plans for team and individuals, etc.
• Lead, mentor and consult with supervisor team to maintain effectiveness and efficiency of the management team. Participate in organization wide meetings, projects, etc.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level