Call Center Supervisor

Job Description

American Heritage Credit Union, a $5+ billion credit union, has an immediate opening for a Member Advisor Supervisor (Call Center Supervisor). This position is responsible for managing daily tasks/activities, handling member accounts, answering member/employee questions, cross training, and direct supervision of staff, managing escalated interactions and ensuring metrics set forth are adhered to and achieved.

Responsibilities Include:

Serve as a subject matter expert as it relates to all product & service offerings of American Heritage Credit Union.

Assist members and associates via multiple channels which includes but is not limited to phone, video, chat, email, etc.

Perform quality assurance monitoring (live and/or recorded) for the Member Advisors to ensure services levels are meeting and/or exceeding member and credit union expectations.

Assist Assistant Branch Manager with supervision of Member Advisor staff, act as Team Leader for a group of ten to twelve Member Advisors.

Maintain a highly motivated, well-trained staff and evaluate job performance within designated time frames to ensure quality of work and service to members and staff. Train staff and perform coaching leveraging various techniques (i.e.: closed door, side-by-side, etc.). Sessions should be completed on a monthly basis (at a minimum) and must be accompanied by signed, corresponding meeting minutes.

Assist with the development of department goals and objectives for designated staff/area.

Assist with the development and updates of departmental procedures.

Responsible for continued development of the training program(s) as it relates to the designated staff.

Consistently monitor various member service contact points, which includes but is not limited to: Chat, Message Board, Text and Queue(s) to ensure prescribed service levels are achieved.

Attend and contribute effectively when selected to participate in Process Improvement Teams (PIT Crew)

Provide various types of information (i.e.: procedural, company policies, etc.) to team members.

Lead daily meetings with team to disseminate information, perform skill-practice and provide recognition.

Assist in the recruiting process by attending interviews and recommending candidates for employment.

Requirements Include:

At least two years of customer service or cash handling experience.

Must have at least 1-2+ years of Supervisory experience in a financial institution

Professional well-developed interpersonal skills essential for servicing credit union members and staff while projecting a positive image as representative for the credit union.

Must be flexible and available to work Call Center hours of operation:

Monday- Friday 7:00 a.m. to 7:00 p.m. & Saturday 9:00 a.m. to 3:00 p.m.

Our commitment to your success is enhanced by our competitive salary commensurate with experience and an extensive benefits package including paid time off, health benefits, 401(k) with a generous company match, and future growth opportunities within the company. We work to maintain the best possible professional and environmentally friendly atmosphere for our employees.

EOE M/F/D/V

Full-time