Supervisor, Contact Center

Self-Help•Hendersonville, NC

About The Position

Self-Help started in 1980 with a focus on economic inequality especially in communities that have faced systemic barriers in building wealth. At the core of what Self-Help does is a drive to create and protect ownership and economic opportunity. In other words, we’re committed to economic justice! Economic Justice means that all communities have the basic infrastructure they need to thrive, from high quality schools to grocery stores selling fresh foods resources that support opportunity at a neighborhood level regardless of demographics, income, or wealth. Since our founding, we’ve constantly sought to find new ways to pursue greater economic justice: from providing fair and affordable loans, to working with partners to demand that lawmakers change unjust policies. We are seeking a Contact Center Supervisor to join our Hendersonville, NC Team!

Requirements

High school diploma or equivalent education and experience.
Two or more years of contact center or financial institution experience, with a minimum of two years in a supervisory role.
Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
Strong understanding of cultural competency.
Preference for working in organizations that place priority on teamwork and collaboration
Professional demeanor, proven leadership ability, strong organizational and communication skills, and must value a high degree of accuracy.
Ability to multi-task, set priorities and manage time effectively.
Computer proficiency.
Flexible in hours including evenings and weekends.
Bilingual Spanish/English required
Ability and willingness to travel and work overtime as needed.

Nice To Haves

Knowledge in contact center software, online and mobile banking services preferred.

Responsibilities

Assist with hiring and onboarding new employees.
Oversees and direct the day-to-day activities of Contact Center Specialists.
Monitor staff performance and coach them to cultivate the knowledge and skills to provide excellent member service.
Responsible for training, coaching, and staff development.
Create and deliver performance improvement plans, assist with handling disciplinary action.
Prepares and directs scheduling, monitors attendance, schedule shifts and breaks as necessary.
Recommend necessary staffing and procedure adjustments to meet department goals and deadlines.
Maintain high level of knowledge of all credit union products and services.
Acts as a resource of information and answers questions from staff, assigns tasks, provide guidance and feedback.
Collaborate with other supervisors and management team members to support agents to meet call center goals, and maximize member satisfaction.
Anticipate escalation and take over calls when needed.
Resolve member complaints in a professional manner focusing on excellent member service.
Handle all written correspondence in a professional manner.
Assist with answering member calls as needed.
Ensure adherence to credit union policies and department procedures, etc.
Devise ways to optimize procedures and keep staff motivated.
Recommend methods to improve member service, working conditions and to increase efficiency.
Prepare monthly & annual performance reports.
Provide feedback to improve performance with Contact Center key metrics such as call abandonment, calls waiting, etc.
Hold staff accountable for achieving individual and department goals.
Participate in monthly one-on-one’s with staff as well as annual performance reviews.
Keep management informed on issues and problems.
Suggest possible improvements.
Perform other duties as may be deemed necessary.