Job Description

The Supervisor Call Center Services oversees daily operations of Call Center Services Agents by providing direction and coaching to ensure quality member service, active sales efforts, and goal attainment. The Supervisor also responds to problems, and assists and trains Call Center Services Agents.

Essential Functions & Responsibilities:

• Assists members and employees with phone calls and answers questions about products and services. Resolves problems within approved authority and refers problems that are beyond their authority to the next level of management along with recommendations. Handles escalated member calls requiring supervisor attention.
• Monitors work of the Call Center Agents. Reviews and monitors call recordings for accuracy, quality, and training purposes. Identifies team member performance challenges and mentoring needs. Offers continual coaching for cross sell opportunities for needed products and services to members by utilizing skills that drive positive customer service results. Trains and integrates new team members into the work environment. Regularly meets with agents individually and as a team.
• Manages workflow between incoming calls and support functions. Ensures appropriate records are maintained and daily duties are completed. Maintains security and compliance for member confidentiality.
• Creates an energetic and positive atmosphere to foster the spirit of teamwork through cooperation and collaboration with members and all employees throughout the organization.
• Performs other job-related duties as assigned.

Experience:

• Minimum 1 year in a call center environment or senior/lead member service position in a financial institution is required.
• Supervisory experience in a call center environment is preferred.

Education:

• Associates Degree in business, finance, accounting or related field, OR equivalent combination of education, training, experience, or military experience is required.