• Contact Center Supervisor- Glendale

    Job Locations US-CA-Glendale | US
    Req No.
    2018-1592
    Category
    Retail Operations
    Type
    Regular Full-Time
    Hours Per Week
    40
    Schedule
    Available: Monday-Friday (7:00 a.m.-7:00 p.m.), every Saturday (9:00 a.m.-2:00 p.m.)
  • Overview

    General Summary

    Under general supervision, provides excellent member service via phone.  Handles more complex member issues and inquiries.  Assists manager with the day-to-day operation of the service area of the Contact Center.  Assists with cross-sell promotions and referral efforts.

    Responsibilities

    Principal Accountabilities (95%)

    • Provides prompt, efficient and courteous service to members via phone in order to present a friendly and professional image of the credit union. 
    • Assists staff with the handling of more complex member issues and inquiries relating to account transactions, errors and disputes.  Researches accounts and consults with manager for resolution. 
    • Enhances member retention through sales and service efforts.  Recognizes cross-sell opportunities and promotes credit union products and services.  Assists manager with coaching and motivating staff to meet or exceed department cross-sell goals. 
    • Assists manager with providing daily work direction; helps with assigning work duties and schedules; ensures effective staff utilization and operational efficiencies. 
    • Reviews out-of-balance conditions at daily closing.  Provides override authority within assigned limits. 
    • Performs assigned audits and quality control under the guidance of manager. 
    • Assists with training new hires and ongoing training of existing staff. 
    • Provides manager with recommendations on staff performance as well as work processes and operational efficiencies. 
    • Provides manager with assistance relating to compliance, policy and procedural matters.

     

    Secondary Accountabilities (5%)

    • Performs other duties as assigned. 
    • Complies with BSA requirements as commensurate with position.

    Qualifications

    Position Requirement and Qualifications

    Abilities:    Excellent abilities in communication, time-management, analysis, customer service, judgment, cross-sell, teamwork, planning, and problem-solving. 

     

    Knowledge, Education, Certifications, Licenses: 

    Strong technical knowledge of all call center service duties, including policies, procedures, member transactions and system applications. General understanding of human resources policies and procedures. College coursework desired.

     

    Experience: 

    Four to five years of progressively responsible experience in a call center environment as a lead to gain the knowledge, skills and abilities to handle all aspects of the position.

     

    Working Conditions and Physical Demands

    Work is performed in a general office environment.  This position does not require significant physical efforts.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.  Refer to the Safety & Health Policy found in North Island Credit Union’s Employee Handbook & Resource Guide.

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