Contact Center Supervisor

Job Locations US-TX-Allen
Req No.
2018-1716
Category
Call/Contact Center
Type
Regular Full-Time

Overview

Are YOU looking to advance your career as a Contact Center Supervisor?

 

UNIFY Financial Credit Union is one of the nation’s largest 100 credit unions with a reputation for being financially sound and growth-oriented. We’re expanding rapidly to meet the needs of a growing member base.

At UNIFY, our team members work together to strive toward a common goal, “providing superior service to our members.” In doing so, we promote a culture where your ideas matter, your growth matters, and you matter. We encourage all team members to challenge and encourage themselves and their teammates to work smarter and to be more successful.

Responsibilities

The Contact Center Supervisor supervises the daily activities of the Contact Center Department including supervising and coaching a team of Contact Center Team Members and monitoring and coordinating member contacts to ensure the delivery of superior service.

 

 

Specific Duties & Responsibilities:

 

  • Directs and coordinates the daily activities and functions of the department for all contact channels; calls, chat and email.
  • Ensures timeliness, quality and quantity of work performed.
  • Monitors contact channels received by the department staff and evaluates service quality according to established measurements.
  • Tracks, monitors and delivers team performance, counseling, action plans, and performance evaluations.
  • Assists in team member career development and works with management to increase team member satisfaction.
  • Drives member satisfaction results for all channels.
  • Implements procedures, coaching, and incentive programs to ensure maximum performance and service levels are achieved.
  • May assist in the development of new processes and training material.
  • Monitors compliance with Credit Union policies and procedures and monthly audits of internal processes.
  • Resolves complex issues, establishes work priorities, and makes decisions within established guidelines and/or authorities.
  • Works with internal partners to assist with escalated member requests. Provides assistance and guidance with product and services inquiries including Consumer and Real Estate products.
  • Identifies service quality issues in products and training and recommends appropriate action.
  • Ensures team and departments timesheets are completed accurately and approved timely and that attendance, rest periods and lunch schedules are adhered to.
  • Monitors contact center technology, performance and resutls as they relate to the different  contact channels  handled by the department. Includes but not limited to systems that monitor the  inbound call volumes, live chat, e-mail messaging and workforce management  systems.
  • Conducts huddles and coaching sessions weekly to drive results and bridge knowledge gaps.
  • Interviews candidates for open positions.
  • Ensures full compliance with UNIFY Financial Credit Union service standards, policies, procedures and the Bank Secrecy Act.
  • Performs all other duties as assigned.

Qualifications

Qualifications, Experience, & Education:

 

High school diploma or equivalent required, some college preferred with a minimum of three years-related Contact Center experience preferably in a financial institution. Requires a minimum of two years supervisory experience, the ability to communicate effectively, both verbally and in writing, and excellent interpersonal skills with the ability to provide constructive feedback to both staff and management, strong analytical, problem solving, decision-making and time management skills. Proficient in Microsoft software applications such as Word, PowerPoint and Excel. Experience leading a chat and email messaging team preferred. Spanish preferred.

 

 

Competitive Compensation and Excellent Benefits Package* Includes:

  • Medical (PPO/HMO), Prescription, Dental (PPO/DMO), Vision, Life, and Short- and Long-Term Disability Insurance
  • Dependent and Medical Care - Flexible Spending Accounts
  • Generous Vacation, Sick, Personal and Holiday Pay
  • 401(K) Plan with employer match
  • Education reimbursement that covers a defined portion of your tuition and books for approved programs
  • UNIFY banking privileges for you and your family

*All programs subject to review and change

 UNIFY is proud to be a drug-free, equal-opportunity employer.  For more information on UNIFY, visit us at www.unifyfcu.com

  

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