Contact center supervisor job description

1. Evaluate new and existing Member’s accounts, services, and credit report. Identify Member’s needs through conversation and improve their financial well-being by advising Members about Island Federal products and services.

2. Obtain required documentation to process Member loans and input loan applications.

3. Obtain required documentation to process and open new Membership accounts and/ or services.

4. Process requests for stop payments, share draft copies, wire transfers, certificate changes, statement copies, check orders, address changes, loan questions, etc.

5. Respond to Member’s inquiries regarding credit union products, services, and fees.

6. Maintain a working knowledge of all Member service electronic channels to explain, assist and educate Members.

7. Working in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner.

8. Promptly responds to Member telephone & chat questions and complaints in a professional manner and understands how Members engage with us using online and mobile technology, financial centers and contact centers to guide them on ways that we can improve their financial life.

9. Completes research and resolves documentation errors or discrepancies. Forwards more complex problems to Contact Center Manager.

10. Provides general information to Members on Credit Union policies, procedures, and programs; assist Members with any issues, questions, problems, or complaints they may have.

11. Performs routine accounts transactions such as, but not limited to, transfers, loan payments, check requests, etc.

12. Maintains and projects the Credit Union's professional reputation and commitment to member service.

13. Complies with all Credit Union policies and procedures including those related to Bank Secrecy Act regulations.

14. Protect and verify identity of caller, review account information for alerts and account irregularities.

15. Take action and respond to situations/patterns of activity indicating potential fraud or abuse.

16. Provides assistance to Members in all areas relating to their financial needs (questions, transaction requests, complaints, etc), while assisting them in the selection of appropriate products and services.

17. Exercises strong oral and written communication skills to explain Credit Union policies and to resolve basic Member concerns in a professional and personable manner.

18. Directs the calls to appropriate personnel as needed and adheres to the standards of service quality and statistical performance measures during all member interactions.

19. Achieves established goals for sales and member service rating (shops) and sales/product goals.

20. Participates actively in department meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service.

21. Assist with Online and Telephone banking, including general education, troubleshooting, resetting passwords and security questions.

22. Utilize consultative selling to offer financial products and services that meet or exceed members’ needs.

23. Foster teamwork by professionally interacting with peers, supervisors, and other Island Federal employees.

24. Develop new business opportunities through outbound calling, online account opening, and inbound call requests.

25. Process consumer loan products and services ensuring compliance with Federal Regulations and Credit Union policies and procedures to include and not limited to personal, auto, home equity line of credit, and credit cards.

26. Support the day- to- day operations and efficiencies of the Contact Center.

27. Utilize cross departmental resources to include software, websites, and processes to ensure first call resolution.

28. Utilize the phone system to forward, transfer, and conference calls to efficiently assist and solve Member concerns.

29. Serves as front line deterrent against fraud and theft, protecting Members and the Credit Union.

30. Perform all other duties as assigned by management, and report to other branches as required.

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KNOWLEDGE, SKILLS, AND ABILITIES:

1. Complete and thorough knowledge of all products and services of Island Federal.

2. Ability to communicate professionally across all Member service channels with members, co-workers, supervisors, and business contacts in a courteous and professional manner.

3. Ability to grow Member relationships through cross-advising.

4. Ability to communicate in a calm and professional manner, especially during high volume times and dealing with agitated Members.

5. Obtain Nationwide Mortgage License (NMLS).

6. Ability to work with minimal supervision.

7. Ability to see well enough to read reports and use computer.

8. Ability to hear well enough to communicate on the phone.

9. Ability to sit, stand, walk, bend, lift, push, pull and carry. Lifting/Pulling Carrying may incur up to 30-50 pounds on an occasional basis.

10. Driving may be required for occasional travel between Island Federal’s branches.

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EDUCATION AND EXPERIENCE:

1. High School graduate or equivalent

2. Prior Telephone service experience

3. Prior Sales experience

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REQUIREMENTS:

1. Complete NMLS registration within 60 days

2. Successfully complete all training requirements

3. Accommodate flexible work schedule to meet credit union needs, including evenings and weekends.

HONK is a fast growing technology company disrupting the roadside assistance space. We are a group of out of the box thinkers and doers, driven by an immense passion to challenge the old ways by working together to bring innovative changes that impact the lives of others. We work in a creative environment where everyday is rewarding knowing we're assisting people in their true moment of need, stuck on the side of roads, helping them get back to conquering their day.

The frontline and escalations teams are the largest and likely most integral part of HONK's success. At the heart, this team carries out HONK's mission to deliver the kindest and empathetic service experience to clients, customers, and service providers.

The Overnight Contact Center Operations Supervisor will support our frontline and escalation specialists with a wide variety of responsibilities including coaching and development of our specialists. The team takes inbound calls, tasks, and other important functions that support both active and completed jobs. Your main focus is employee happiness and ensuring that CCO maintains a world-class culture in a remote-work environment. This role requires a truly inspirational leader and someone who wants to constantly improve the lives of their staff as well as our clients, customers, and providers.
The schedule for this position is: 9:30 pm to 6:00 am Mountain Time (Sat/Sun off).

Candidates must be located in one of the following states: TX, UT, AL, GA, AZ or NV.

You Will:Help make HONK the preferred employer in the region by having a good attitude, being profusive with praise and quick to address issues that drag down morale. Provide Tier 3-level support to CCO & Primer Specialists by actively resolving escalated issues up to and including, taking over escalated calls and oversight of services as necessary.Lead by example to meet and exceed personal performance expectations in various areas such as attendance, completion of training, quality assurance, and other relevant performance measures.Support your team's overall performance Assist with HONK's omnichannel ticketing system (Zendesk) and directly handle payment questions from HONK service providers. Be skillful in adjusting your leadership style so you can effectively connect with individuals on your team as you help them overcome various challenges with performance, job execution, and quality. Provide regular feedback to management regarding current operational performance. Monitor the daily activity of CCO performance as you gain an understanding of current daily/weekly/monthly service levels. Help manage Specialist schedule adherence and intra-day activity while understanding current CCO volume. Escalate issues appropriately and in real-time including, but not limited to, performance, issues affecting morale, and human resources issues.Oversee CCO communication channels to provide timely support when needed.Not be afraid to roll up your sleeves, jump on customer calls and get things done.
You Are:A proven leader with 2+ years of experience in managing a team.A leader, you enjoy explaining the why's and what's of how we work and you want to help everyone on your team achieve greatness.A champion for brand and workplace. You set out to encourage and motivate people to be their best and display a team spirit by participating in events.Incredibly empathetic and understanding of both customers and partners alike. Cool and calm under pressure. You have superior organizational skills, integrity, and great follow-through on tasks.Driven by creative intuition and able to do whatever it takes to get the job done. You follow through, and you're not afraid to make yourself heard.
The successful candidate will:Display a passion for developing people.Learn and practice HONK's leadership and coaching principles by serving your team first and following up with empathetic & kind actions.Develop an expert understanding and competency in HONK's systems including Five9, Verint, and other important internally built systems.Be proficient in Google suite programs including e-mail, calendars, documents, spreadsheets, and presentations.Possess excellent verbal, written, and presentation skills.Be self-motivated to take action in the workplace. Strive to find more efficient and creative ways to promote culture and drive efficiency forward.

Assists the designated Contact Center Shared Services Manager in the development, implementation, coordination, and supervision required to maintain an efficient operation. Ensures all policies and procedures are designed to support consumers and meet regulatory requirements, as applicable. Works under general supervision.
Responsibilities

• Works with Workforce Management to support all schedule-related modifications, including PTO, potential overtime and holiday assignments.
• Coordinates work activities of assigned agents ito ensure operational requirements are met and a high level of consumer service is provided. Plans, supervises, and evaluates workflows.
• Assists Quality, Learning & Development team in the planning, coordination and implementation of training programs for Contact Center Shared Services (CCSS) staff.
• Researches, collects and analyzes data; prepares project related reports, summaries, presentations and documentation, as needed. Prepares a variety of ad hoc reports on departmental activities and ensures appropriate distribution.
• Monitors incoming interval call volume throughout the day, and supports the Workforce Group to make adjustments to staffing as needed, including re-assignment of staff, cross-skilling, and assisting answering consumer calls when deemed necessary by the leadership team.
• Participates in establishing productivity standards for agents and quality assurance programs for business operations. Monitoris agents productivity and develops action plans to address development opportunities as appropriate. Identifies and recommends opportunities for operational improvements.
• Responds to internal and external inquiries and complaints; engages the necessary resources to ensure timely resolution. Enures efficient follow-up and keeps management informed of status.
• Interprets and implements VNS Health policies and procedures.
• Identifies, analyzes and resolves technical problems arising through the use of a variety of management tools.
• Collaborates with the Manager in budget planning for business operations, as required.
• Collaborates with the Manager in coordinating communications and workflow procedures.
• Assumes responsibility for business operations in the absence of the designated Manager and works with the necessary internal contact center groups to ensure all aspects of the operation are handled.
• Attends meetings, participates in committees as assigned, and provides input/feedback as requested. Advises management of new initiative status as needed.
• Performs all duties inherent of a supervisory role. Ensures effective staff training, interviews candidates for employment, evaluates staff performance and recommends hiring, promotions, salary actions, and terminations, as appropriate.

• Participates in special projects and performs other duties as assigned.

Qualifications


Education:

High School Diploma or equivalent work experience Required and
Bachelor's Degree in Business Administration, Health Care Administration or other related discipline Preferred


Work Experience:

Minimum three years of experience in business operations. Required and
Prior supervisory experience or experience in a lead role. Preferred