Call Center Supervisor

Call Center Supervisor

Full Time Home Office/Resource Center Jackson, Jackson, MI, US

8 days ago Requisition

Salary: $61,054.34 Annually

• Location: Jackson, Michigan - onsite
• Position: Call Center Supervisor
• Salary: $61,074.34 based on experience and qualifications.
• Benefits start on day one: Health, Dental, Vision, Responsible Time Off
• All offers of employment are contingent upon background screens.

The Call Center Supervisor is responsible for supporting the Call Center Manager in providing quality member experiences within their designated department. They assist with the management of day-to-day operations with a focus on everyday core processes, employee development, lending and product sales coaching, member growth, and expense control. The Call Center Supervisor is dedicated to working with the Call Center Manager to create and sustain a culture that is filled with people who are Focused, Engaged, Trustworthy, Humbly Confident, and driven to Achieve.

The Call Center Supervisor works collaboratively with the Call Center Manager to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.

• Lead, Manage, and Accountability: Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Assists the Call Center Specialist Manager in the evaluation of the right people, and right seats. Acts as a leader in Call Center Specialist Manager’s absence.
• Team
  
  Collaboration:
  
  Collaborate with the Call Center Specialist Manager in all discussions relevant to the American 1 culture, Call Center operation processes, and overall member experience. Assists Call Center Specialist Manager in executing strategy for credit union’s short- and long-term goals and objectives and communicates such goals and objectives to their team.
• Focus on Purpose/Mission: Focused on the credit union’s purpose and mission statement of creating financial wellness in our community through everyday banking.
• Accountability Measurement and
  
  Coaching:
  
  Monitors accountability to the sales program and completes regular observation of the Call Center team. Monitors Call Center benchmark goals for membership, lending, and product growth and coaches for success and reports to Contact Center Specialist Manager.
• Employee Recruitment and Retention: Assists Call Center Specialist Manager to ensure that their Call Center is staffed with team members that are engaged and fulfilled in their work, properly trained and receiving regular feedback on performance.
• Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
• Call Center Expense Control: Assists the Call Center Specialist Manager with oversight on Call Center expenses through appropriate staffing and minimal turnover, member fee refunds, operational expenses, Call Center closings and more. Oversees Call Center scheduling to ensure appropriate coverage at peak times.
• Core Process, Policy and Procedure Review and Recommendations: Responsible for following and coaching to all core processes, policies, and procedures. Assures team is following all processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements.
• Community Advocate: Serves as a representative of the credit union and is actively visible in the community in which the Contact Center is located. Works with Community Partnerships to develop partnerships with local dealerships, companies, and schools.
• People Focused and Strong Communication: Empathetically seek understanding of what members and employees require, expect, and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of…