Call Center Supervisor

Direct Report

Call Center Manager

 

Overview

Our call center division services over 170 credit union clients. As a Supervisor you will be responsible for managing 12 to 15 member service representatives who answer inbound financial service center calls for our credit union clients.

 

Direct Reports

·  Member Service Representatives

 

Specific Duties

 

Supervisory Responsibilities

· Supervisory skills in a call center environment

· Ensure operations delivery of client requirements as per contractual agreement

· Demonstrated ability to promote positive employee relations

· Ability to identify performance and expectation gaps and facilitate resolutions

· Ability to monitor client expectations and ensure effective communication to call center employees

· Ability to assist in defining and establishing ongoing performance measures for call center representatives

 

Employee Relations

· Demonstrate verbal and written communication skills

· Demonstrate passion for customer service

· Ability to effectively communicate with customers and coworkers

· Ability to work a flexible schedule to meet the needs of the business, including evening and weekend shifts

· Demonstrate a professional manner with confidentiality and company strategy in a corporate environment while showing loyalty and support for company service products

 

Technical Responsibilities

· Demonstrate understanding of Call Center operations, principles and metrics

· Demonstrate experience analyzing and resolving customer service and client issues

· Demonstrate understanding of consumer lending and Soft Sales experience

· Ability to adapt to new ideas and adjust plans to meet changing needs