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Virginia Credit Union · 3 hours ago

Contact Center Supervisor

Roanoke, VA

Full-time

Onsite

Mid Level

Virginia Credit Union is seeking a Contact Center Supervisor to lead and motivate their Contact Center staff. This role involves supervising a team of Account Consultants, ensuring quality member service, and developing performance goals and coaching strategies.

AdviceBankingFinanceFinancial ServicesMortgage

Responsibilities

Inform, Educate, and Advise members, regardless of the individual circumstances

Ensure the members are consistently provided with quality service by promoting the Brand

Conduct monthly one-on-one coaching sessions with individual consultants based on observation of job-related knowledge and skills (review activities, results, recorded member interactions, and progress towards goals)

Conduct Quick-Coaching sessions to provide informal observation and feedback to consultants on sales skills, and next time opportunities

Conduct monthly team meetings to discuss sales and service objectives, activities, and/or strategies on which to focus

Responsible for the writing of and the conducting of performance evaluations for the Contact Center staff in conjunction with the Manager

Assist the Quality Assurance Specialist with service observing Contact Center consultants to ensure that department goals are met and to emphasize the importance of quality service

Ensure that service level, average answer speed, and representative productivity is being managed and monitored

Ensure that staff is cross-selling products and services and meeting department and team goals

Ensure teamwork within the department and promote internal quality service with other areas of the Credit Union

Utilize statistical reports to set goals for their individual teams and develop incentives to motivate the Contact Center staff

Assist Manager and Workforce Management with daily and weekly scheduling

Take incoming member calls as needed

Assist Contact Center Consultants and members with intricate problems, and resolve member complaints and concerns in a timely manner

Responsible for handling escalated member calls

Acts in the absence of the Manager as needed

Comply with all published enterprise level policies and procedures including, but not limited to, Risk Management policies

Complete all required, ongoing enterprise level training including, but not limited to BSA, OFAC, and Information Security

Report all Risk Management Policy violations in accordance with policy

Qualification

Supervisory experienceCustomer serviceWordExcelPerformance evaluationsProblem resolutionCommunication skillsOrganizational skillsMotivational skillsDetail-orientedTeam collaboration

Required

Must have knowledge of Word and Excel

Must be able to operate a computer and other office equipment

Must be skillful when working with details such as numbers and names

Must have strong written and oral communication skills

Must have good organizational and motivational skills

Must have the ability to effectively communicate with customers, consultants, and all-levels of management both verbally and in writing

Must be able to work in a stressful environment while being flexible and professional

Must have the ability to consistently provide excellent service

Must be driven by a heartfelt desire to create a place where customers feel comfortable seeking financial advice, and trust that they will receive the right solutions

Must have ability to give direction, perform multiple tasks, and be creative

High school degree is or equivalent required

Must have prior supervisory experience or have demonstrated leadership abilities in a customer service environment

Must have experience with computers

Must have experience in handling customer requests and inquiries

Ability to sit for long periods of time

Infrequent lifting or carrying of objects up to 10 pounds

Ability to speak and hear clearly with reasonable accommodation