Job Description

The Member Contact Center Supervisor is a pivotal leadership role within Idaho Central Credit Union, tasked with guiding and developing a team of 10-20 Member Contact Center Agents. This position is essential for ensuring that ICCU delivers on its promise of exceptional member experiences by upholding our service standards. The Supervisor is responsible not only for overseeing daily operations but also for driving the continuous improvement of agent performance and aligning team efforts with the organization’s strategic goals.

Duties and Responsibilities:

• Maintains a strong focus of helping each member achieve financial success by modeling and coaching to the Sales and Service Program.
• Uphold and elevate our Eagle Service Standards, ensuring that every member’s interaction is a positive and impactful experience.
• Model and instill ICCU’s Core Values in every aspect of your team's work - Honesty, Integrity, Respect, Dignity, Growth, Performance, Improvement, and Accountability.
• Foster a positive culture that supports an energetic and collaborative team environment that motivates and inspires.
• Oversee member interactions to ensure consistency with ICCU's core values, service standards, and key performance expectations.
• Serve as the go-to resource for your team, answering procedural questions and providing direction as needed.
• Ensure Net Promoter Survey follow-up is completed in the timeframe that meets the Credit Union’s expectations.
• Approve timecards on a bi-weekly basis.
• Prepare and produce Strength Development plans and conduct reviews.
• Administer corrective action that improves team member’s performance.
• Conduct fact-finding interviews and coaching sessions with compassion and confidence.
• Undertake additional duties as assigned to support the overall success for the Member Contact Center.
• Conduct daily reviews of agents’ performance, deliver constructive coaching to help team members meet and exceed key performance indicators.
• Perform Eight Sales and Service Evaluations per team member monthly. Coaching these interactions using the Sales and Service Program.
• Assists with agent’s schedule changes based on business needs with the Workforce Management Specialist and Member Contact Center Manager.
• Analyze reports and metrics to identify areas for improvement, making informed recommendations to enhance team performance.
• Take the lead on resolving more complex member issues, handling escalated calls, and ensuring appropriate resolutions.
• Conduct regular one-on-ones each direct report to discuss progress, provide feedback, and help establish clear career paths within Idaho Central Credit Union.
• Facilitate daily team HDLs to review important Credit Union information.
• Keeps current with updates and changes throughout the credit union by attending meetings and completing ongoing training courses.
• Assist with interviewing and hiring new Member Contact Center Agents
• Handle escalated member or department situations as needed.

Qualifications:

Bachelor's Degree or equivalent experience. Minimum of one year experience, Ability to work with other department Supervisors and to manage all personnel within the department. Ability to effectively work and communicate with administration. Ability to cope with pressured situations.

Ability to always maintain the confidentiality of Credit Union and member records. Excellent communication and people skills.

Performance Standard:

A demonstrated cooperative and positive attitude towards members and other Credit Union staff. Professional in appearance, attendance, quality, and quantity of work performed. Ability to work under pressure and through conflicting situations. Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by ICCU.

Physical Requirements:

• Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.).
• Sit for extended periods of time.
• Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc.
• Repetitive motion using wrists, hands, and fingers.
• Reach keyboards.
• Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at ICCU to obtain employment.

ICCU is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.