Contact Center Supervisor

Provides leadership and support of the Call Center Experience Manager in all facets of Call Center operations to include the attainment of Call Center goals, excellent member service, and ongoing team engagement, motivation and development. Under the direction of the Call Center Manager, manages the day to day supervision and coaching of a team of 5-10 Call Center Representatives, including operational call flow, growth goals, and developmental activities of your team. Responsible for planning, scheduling and organizing the daily work of staff. Ensures high quality, efficient member interactions. As a player-coach supervisor, you will be responsible for demonstrating best level member experience skills with the member calls you serve, as well as handle escalation calls for your team of direct reports. Assists with call monitoring and simple analysis of call reports to ensure effectiveness, efficiency, accuracy, and success of each CCR on your team.

Compensation Range:

Minimum $22.38

Maximum $31.97

Anticipated Hiring $23.97 - $25.58

• An enthusiastic, self-starter with a strong work ethic.

• Can resolve problems independently and involve others as needed.

• Demonstrated working knowledge of all Call Center systems, policies, and procedures.

• Strong communication skills.

• Effective at handling complex transactions and member needs.

• Ability to handle multiple systems, projects, and tasks while working efficiently in a fast-paced environment.

• Experience interacting with concerned members and resolving complex situations from a place of empathy and curiosity.

• Ability to prioritize call queue and necessary tasks while meeting deadlines and member call volume and goals. Proactive time management to ensure high production and successful results are achieved.

• Assist in responding to audits by providing relevant feedback to QAA Manager.

• Has business and financial acumen required to make appropriate decisions and recommendations that balance the needs of the member with the needs of the membership and promotes a growing financial Cooperative.

• Experience observing, documenting, and providing feedback on others’ performance against expectations.

Experience/Education:

• One or more years handling and resolving complex member needs, questions, and concerns.

• Demonstrates strong ability to assess and meet the needs of members.

• One or more years of demonstrated success in relationship management member engagement responsibilities.

• One or more years of demonstrated ability to provide feedback to peers, managers, and partners and has shown the ability to influence and inspire people to the organization’s mission and values.

• A degree in finance, business, marketing or related field is preferred.

• Any equivalent combination of education and experience which provides the applicant with the knowledge, skills and abilities required to perform the job.