Call Center Supervisor at Cardinal Credit Union Inc

Role:

Plan, schedule, supervise, and evaluate call center workflow and staffing. Coordinate call center activities to achieve desired volume according to the business plan. Monitor staff performance and call volume. Supervising and leading call center towards meeting or exceeding sales, service, and operational goals as assigned. Ensure members and potential members receive efficient, professional, and accurate service on the telephone; explains services, responds to escalations, and directs members' telephone calls to the appropriate area; assists and trains other call center representatives. Coaches and develops staff in accordance with Credit Union philosophy and vision.

Essential Functions & Responsibilities:

Responsible for researching member inquiries or complaints to ensure proper follow up and member satisfaction. Assist members and employees with telephone calls, answers questions about products and services; resolves escalations within their authority; refers escalations that are beyond their authority to the next level supervisor with their recommendations.

Monitor calls for professionalism, accuracy, and content. Train or assist in the training of call center representatives with cross selling skills to promote credit union products and services as appropriate. Consistently maintain and improve call center representative skills and knowledge for efficient service delivery and high-quality member service.

Schedules, trains, and monitors the work of Call Center Representatives; evaluates, reviews. Assure that workstations are adequately staffed and that employees are trained to service the membership on all credit union products and services.

Research and solve complex member questions, problems, and/or complaints concerning credit union accounts or account verifications for call center representatives. Responsible for researching member inquiries or complaints to ensure proper follow up and member satisfaction.

Identifies to improve the department's operating methods and procedures. 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.

Ensures member account information correctly entered on computer system and all paper documentation properly recorded.

Ensure that all credit union member and employee related business is kept in strictest confidence.

Performs other job-related duties as assigned.

Performance Measurements:

1. Maintain a cohesive, highly trained, motivated staff sufficient to meet daily department demands.
2. Monitor operator response to customers to identify training, coaching, development, or corrective action.
3. Proactively promote cross sales culture within the department, both by example and training employees to identify the opportunities ensuring direct reports achieve 100% of their individual goals.
4. Provide informed, prompt, professional and accurate service and support to all members and associates.
5. Ensure the department processes member transactions with zero unresolved errors.
6. Develop and maintain knowledge of new policies and procedures to ensure compliance with all applicable regulations.
7. Note observations of employee performance. Completing performance reviews within the prescribed timeframe.

Knowledge and Skills:

Experience: Two years to five years of similar or related experience.

Education: (1) A two-year college degree or (2) Completion of a specialized course of study at a business or trade school or (3) Completion of a specialized and extensive in-house training or apprenticeship program.

Interpersonal Skills A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills: Good communication and key board skills.

We are a non-smoking work environment.

PM22

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