Supervisor Contact Center

Westerra Credit Union•Denver, CO

1d•$26 - $30•Hybrid

About The Position

THE SUPERVISOR OF THE CONTACT CENTER IS A RELATIONSHIP-DRIVEN FRONTLINE LEADER, RESPONSIBLE FOR PARTNERING WITH THE CONTACT CENTER MANAGEMENT TO MAINTAIN A POSITIVE, HIGHLY MOTIVATED, AND WELL-TRAINED CALL CENTER THAT PROVIDES SUPERIOR MEMBER SERVICE AND PROMOTES MEMBER FINANCIAL SUCCESS THROUGH PHONE AND OTHER REMOTE COMMUNICATION CHANNELS. THIS ROLE IS COMMITTED TO UPHOLDING A STRONG AND ENGAGED CULTURE, THROUGH EFFECTIVE COACHING, LEADERSHIP, AND PROACTIVE PROBLEM-SOLVING. THIS LEADER HAS A PASSION FOR SERVING OUR MEMBERSHIP, OUR COMMUNITIES, AND DELIVERING UPON OUR PURPOSE, “WE EXIST TO TEACH ONE ANOTHER TO PROSPER.” THEY HAVE THE DRIVE TOWARD BUILDING A HIGH PERFORMANCE AND ENGAGED CULTURE, FOR CREATING MEMBER EXPERIENCES WORTH BRAGGING ABOUT.

Requirements

4+ years’ experience working in customer service with at least 1 of those years in financial services
Experience using Cisco products, Microsoft Office, contact center scheduling systems (preferred)
2+ years serving in a Westerra Contact Center role
Demonstrated skills and abilities listed
Strong understanding of branch operations, processes, and procedures
Ability to coach and train team members
Ability to understand and respond to member needs, as well as consistently make recommendations to members on Westerra products that will fit their financial needs/goals/values
Can navigate with ease and efficiency through key Westerra Systems/Sites
Strong verbal and interpersonal communication
Proven attention to detail with minimal mistakes
Demonstration of problem-solving skills
Accountable for completion of assigned processes or programs
Acts autonomously on most decisions, but may require guidance on more complex judgments
Advanced understanding of business line and a growing understanding of the overall organization and the competitive environment
Able to influence timelines, expectations, and proactively negotiates with department

Responsibilities

Integrates the Westerra Experience (WX) into the daily contact center activities, focusing on building relationships, driving referrals, and creating an exceptional experience for both members and employees.
Drives a high-performance culture, by helping to create and execute contact center and role specific goals tied to the data insights, budget, and strategic objectives.
Actively observes staff interactions with Members, and coaches them on Member Service behaviors and recognizing opportunities to help the Member succeed financially
Ensures contact center operations run efficiently by overseeing and monitoring scheduling, metrics, and adherence to policies and procedures, service quality, and audits.
Responsible for driving engagement and retention of staff.
Assists with interviewing and selecting candidates for the contact center and ensures a rich onboarding experience for new hires.
Maintains knowledge of products and services and educates members and employees on emerging technology and digital solutions such as mobile, online, and other offerings.
Consistently demonstrates the Westerra Way Experience and complies with all policies, procedures and Federal and State laws and regulations.
Maintains knowledge of industry trends and ensures credit union compliance.
Maintains high-level of confidentiality
Other duties as assigned.

Benefits

Three health plans through UMR that offer a variety of coverage options, including HSA and FSA options
Two dental plans through Delta Dental
Basic life and AD&D insurance, short-term disability and long-term disability
20+ days of paid time off (PTO) per year
Anniversary time off that consists of 1+ days of paid leave for each anniversary year (PLAY)
16 hours of volunteer time off (VTO) per year
11+ paid holidays
401(k) that includes up to 6% match
Up to $5250 per year for educational reimbursement
4 weeks of paid parental leave
Mental health resources including an Employee Assistance Program (EAP)
Individualized learning and development programs