Supervisor, Contact Center Support Services

Apple Federal Credit Union• Fairfax, VA, US, VA

1d•Onsite

About The Position

Under general supervision and in accordance with established policies and procedures, the Contact Center Support Services Supervisor supports the Manager of the Contact Center Support Services by overseeing the day-to-day performance of a team of Contact Center Support Services Representatives. This role ensures the delivery of high-quality, efficient, and member-focused service across all communication channels. The Supervisor provides coaching, monitors performance, and supports operational excellence through adherence to service standards, process consistency, and team development. The Supervisor assists in driving improved performance in people, processes, and the execution of goals and daily call center operations. All duties are performed in accordance with The Apple Way principles: Team Up, Serve with Purpose, Challenge Yourself, and Own It. The Supervisor also provides coverage for the Contact Center Support Services when management is unavailable, including Saturdays, and performs other duties as assigned by Contact Center leadership team.

Requirements

Minimum of two (2) years experience in a call center environment required
Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree
Work involves extensive personal contact with others and is often confidential in nature.
Motivating, influencing, and/or training others is key at this level.
Proven expertise in effectively engaging employees by building trusting relationships and creating a fun working atmosphere based on Apples core values.
Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others.
Ability to work as a team member, as well as independently.
Ability to perform comfortably in a fast-paced, member centric work environment
Demonstrated knowledge of member service and loan policies.
Previous telephone sales and customer service experience.
Efficient in all Microsoft Office 365 systems.
Understanding of ACD metrics preferred
The ability to lift 25lbs and utilize standard office equipment including, but not limited to, PC, fax, copier, telephone, etc.
Ability to function in a financial institution/call center environment

Nice To Haves

Understanding of ACD metrics preferred

Responsibilities

Oversee the day-to-day performance of Contact Center Support Services Representatives, ensuring alignment with service standards and team goals.
Provide coaching, guidance, and performance feedback to support individual and team development.
Monitor team members for product knowledge, cross-sell abilities, member service quality, and adherence to procedures.
Model the highest standards of member service and professionalism.
Facilitate training and development activities, which may include side-by-side coaching, delivering feedback, documenting performance, conducting monthly meetings, and reporting performance or issues to the Manager of the Contact Center Center Support Services.
Foster a collaborative, accountable, and member-focused team culture aligned with The Apple Way principles.
Interviews, recommends for hire, schedules, assigns work to, counsels, coaches, establishes performance expectations, writes timely performance reviews, and recommends the discipline and/or discharge of subordinate staff members, while maintaining required personnel documentation.
Motivates, recognizes, and empowers team members to promote retention, loyalty, and a positive working environment.
Provide real-time support to Contact Center Support Services, including assisting with calls and resolving member issues on the first contact.
Handle escalated and complex member interactions with professionalism, including irate or high-stakes situations.
Maintain subject matter expertise by taking calls during high-volume periods and staying current on Credit Union products, services, and systems.
Analyze member needs and recommend appropriate Apple products and services to enhance member satisfaction and engagement.
Monitors daily Contact Center Support Services operations and work assignments to include but not limited to helpdesk tickets, hotline calls, escalated calls, service events and provides visible floor support for all agents.
Works Call Center Hotline, documenting issues and bringing to the attention of Contact Center Management Team.
Adhere to credit union policies, procedures, and regulatory requirements, including the Bank Secrecy Act.
Recognize and respond to suspicious activity such as phishing, kiting, and account takeover.
Promote a culture of fraud awareness and member protection.
Provides supervision for Contact Center when Management is unavailable including supervising on Saturdays.
Perform other duties as assigned by the Contact Center leadership team.