Benefits: 401 (k), PTO
Hours: Full Time
Salary:$22.29 hr
Reports to: Branch Manager
Purpose:
Supervise the activities of the call-center with an emphasis on service delivery, member advocacy, and staff development. Coordinate call-center activities to achieve desired volume according to the business plan. Monitor staff performance, call volume, schedule, supervise, and evaluate call-center workflow.
Duties and Responsibilities:
- Supervise call-center employees, observing and assisting the call center representatives with script, problem-resolution, and /or questions.
- Provide support, coach, lead, and motivate call-center employees; promote participate in recommending additional training to meet service delivery expectation and high-quality member service. Meet with employees regularly to establish and reinforce department and organizational goals.
- Assure that workstations are adequately staffed and that employees are trained to service the membership on all credit union products and services.
- Responsible for quality and accuracy of fulfilling member request, researching member inquiries, and/or complaints to ensure proper follow-up and member satisfaction.
- Monitor calls for professionalism, accuracy, and additional training opportunities.
- Research and solve complex member questions, requests, problems, and/or complaints concerning credit union accounts or account verifications for call-center representatives.
- Provide support to employees when dealing with escalated calls.
- Maintain the smooth operation of the telephone system, ensuring that calls are coming in correctly and answered in a timely manner. Coordinate the changing of extensions, new extensions or phone lines, and maintenance of voice mail.
- Coach and assist in training of call-center representatives with cross-selling skills to promote participation in recommendation of credit union products and services as appropriate.
- Review monitor and report call-center activity.
- Ensure that all credit union member-and employee-related business is kept in strictest confidence.
- Treat all credit union members and employees with positive and cooperative attitude.
- May serve as a representative for member contacts and complaints.
- Perform duties of a call-center representative.
- Perform other duties as assigned.
Requirements:
This will be a hybrid position. The employee will be required to have adequate internet service with the ability to report to the office when directed by the Branch Manager.
