Supervisor, Contact Center
About The Position
Contact Center Management is responsible for ensuring outstanding and professional member service via Contact Center channels (phone, chat, email). Management engages with both Travis Credit Union (TCU) members and TCU leadership in delivering member support. Excellence of customer service is the basis of TCU’s strategy and organization. Profile: Oversees and directs the daily operation of the department, while fostering collaboration and improving the organizations contact center support channels. Is responsible for department organizational planning, along with operational design and implementation for all aspects of the contact center. As part of management responsibilities, will foster 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 department 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 is State, Federal, Industry and TCU Internal requirements.
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 and interpersonal skills.
- Reports directly to the Manager, Contact Center.
- Direct supervisory responsibilities for assigned contact center staff.
- 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
- Understands the requirements of the Bank Secrecy Act and ensures compliance through monitoring and reporting of member activity as appropriate.
Benefits
- Competitive medical, dental, and vision insurance
- Mental health and wellness programs
- Employee performance incentive plan
- Merit-based salary increases
- 401(k) program with immediately vested employer match
- Generous holiday and vacation policies
- Exclusive TCU perks such as employee loan and credit card discounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
