Supervisor, Contact Center

Travis Credit Union•Vacaville, CA

1d•Onsite

About The Position

Contact Center Management is responsible for ensuring outstanding and professional member service via contact center channels (phone, chat, email). Contact Center Management engages with both Travis Credit Union (TCU) members and TCU leadership in delivering member support. Excellence of member service is the basis of TCU’s strategy and organization.

Requirements

Ability to provide leadership, support, motivation and professional development to the contact center staff.
Demonstrated ability in project management, process efficiency, systems management and excellent employee relations.
Ability to facilitate consensus and develop positive working relationships throughout the organization.
Ability to work in a fast-paced, team-oriented environment and complete assigned tasks within allotted timeframes.
Strong analytical skills required to proactively research and resolve problems.
Ability to self-direct and use independent judgment to make decisions.
Ability to know when to escalate issues to senior management.
Strong professional verbal and written communication skills, as well as interpersonal skills.
BA/BS in business or related field or equivalent work experience.
Minimum 4 years in supervisory or leadership role
Minimum 5 years inbound call center experience
Candidates must live within a reasonable commuting distance of the communities served by Travis Credit Union, which include the following counties: Alameda, Colusa, Contra Costa, Merced, Napa, Placer, Sacramento, San Joaquin, Solano, Sonoma, Stanislaus, and Yolo.
Candidates must have current authorization to work in the U.S. (no sponsorship available).

Nice To Haves

Bilingual proficiency in English and Spanish is preferred but not required.

Responsibilities

Oversees and directs daily operations of the contact center department, while fostering collaboration and improving the organization’s contact center support channels.
Responsible for department organizational planning, along with operational design and implementation for all aspects of the contact center.
Fosters a positive and engaging work environment through management use of TCU’s Talent Management tools, such as: performance reviews, rewards and recognition, performance plan development, behavioral trend analyses, root cause assessments and career path planning.
Responsible for early-to-late-stage development of departmental performance analyses and reporting methodologies.
Ownership of process improvement and implementation strategies, along with cost efficiencies and ROI analyses on proposed quality improvements.
Maintains current and strategic regulatory knowledge ensuring departmental compliance and employee development. Regulatory coverage includes State, Federal, industry and TCU’s internal requirements.
Not all functions/tasks are listed above; however those listed are considered essential.