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CoastHills Credit Union · 1 day ago

Call Center Supervisor

Headquarters, Santa Maria, CA, US

Full-time

Onsite

Mid, Senior Level

$70K/yr - $70K/yr

5+ years exp

CoastHills Credit Union is a financial institution seeking a Call Center Supervisor to oversee operational activities and employees of the Call Center. The role involves managing member services, ensuring efficiency in service delivery, and achieving sales goals while providing leadership and professional development to the team.

BankingFinancial ServicesMobile Payments

Growth Opportunities

Responsibilities

Plans, manages, directs, organizes and controls the operational activities and employees of the Call Center, including cross-selling, member service, quality, safety and security control

Assists the Member Services Manager in overseeing the duties and functions of the Call Center employees and assumes the responsibilities of the Member Services Manager when made necessary by absence

Supports the Member Services Manager by ensuring business objectives are attained and member service delivery is professional and efficient

Ensures systems are utilized to their fullest potential

Monitors inbound calls to observe employee performance, demeanor, technical accuracy, sales and service efforts, and adherence to Credit Union policies and procedures

Responsible for achieving Call Center sales goals as established by Member Services and Support Manager and VP Branch Experience

Establishes and monitors employee sales and production goals

Monitors and observes employee performance, including technical accuracy, sales and service efforts, and conformation to policies and procedures

Assists the Member Services Manager in providing leadership to and professional development of Call Center employees to ensure optimal member service

Maintains teamwork and morale among employees

Monitors and reviews employee and inbound call queue performance

Monitors and manages service standard results daily, weekly and monthly

Reviews employee activities and works with Member Services Manager to formulate recommendations for improvement

Answers questions and recommends corrective actions to address member concerns

Aids on complex inquiries, transactions and problem resolution, supervisor calls and approvals beyond employee limits

Maintains the ability to process and fund loans of all types as well as cross-sell all Credit Union products and services

Reviews Call Center activities and works with Member Services Manager to formulate recommendations concerning important policies and services

Works with Member Services Manager as liaison between contracted partners and Credit Union to ensure processes are in place to better serve members

Works with Credit Union partners and vendors to ensure expenses are in accordance with budget

Participates in project implementation, including leading and participating in business priority projects

Works with Member Services Manager to ensure compliance with Credit Union operating policies and procedures

Prepares Call Center schedule, ensuring that breaks and meals are taken to optimize staffing levels

Adjusts staffing models as needed based on service levels, anticipated events, special promotions and transaction volume

Consistently coaches and reviews sales activities of Member Services Officers in all categories

Conducts role-playing with MSOs who need improvement in sales goals

Effectively directs and supervises assigned employees, ensuring optimal performance

Carries out supervisory responsibilities in accordance with Credit Union policies and applicable laws

Supervisory duties include, but are not limited to, employee selection, training, coaching and discipline

Verifies employee time records and employee performance

Motivates, coaches and evaluates assigned employees’ performance

Establishes an environment that promotes teamwork and eliminates barriers to effectively working within the Call Center and across the Credit Union organizational structure

Regularly schedules and conducts Department meetings to keep employees current on Credit Union goals, promotions, products, services, and activities

Encourages participation and open communication

Qualification

Call Center operationsSupervisory experienceFinancial institution knowledgeMicrosoft WordMicrosoft ExcelMicrosoft OutlookCalifornia State Notary licenseCoaching skillsTeamwork promotionCommunication skills

Required

High School diploma or GED, or an equivalent combination of education and experience

Knowledge of operational activities and practices in a financial institution

Five or more years of increasingly responsible experience in a supervisory role within a financial institution, or other related managerial experience

California State Notary license (or ability to obtain one)

Call Center operations, practices, laws and regulations

Credit Union products, services, programs and promotions

Microsoft Word, Excel, Outlook

Develops and encourages cooperation and teamwork among employees

Possesses skills in directing, coaching, motivating, delegating, evaluating, and counseling assigned employees

Knowledge and experience in promoting teamwork and eliminating barriers to effectively working within the Department and across the Credit Union organizational structure

Operates a variety of office equipment and machines

Travels, attends, and participates in meetings, seminars, and conferences held before and after normal business hours that may require unaccompanied long-distance travel and overnight lodging

Ability to work a variety of hours, including evenings and weekends