The Contact Center Supervisor maintains accountability for the overall performance of the Call Center in addition to supporting the Credit Union's operational service and sales initiatives. This role is responsible for employee engagement including career development, performance management, and performance improvement. This position is responsible for holding the Member Service Representatives (MSRs) to a high level of performance and accountability in support of the Contact Center, Service Centers, Back Office departments, and Ent members. Assumes all management responsibilities in the absence of the Manager and/or Director of the contact center.
Essential FunctionsDaily Contact Center Operations Oversight: Accountable for service metrics including Service Level Agreements (SLA), Call Abandonment, Average Wait Time (AWT), Average Handle Time (AHT), Quality Assurance, and Managing Call Volume (Planned and Unplanned). Oversight of the supervisor queue designed to assist Member Service Representatives (MSR's) in overcoming elevated situations while coaching them on higher decision-making methods. Evaluate processes and procedures in all specialized areas including compliance regulations and audit reviews. As assigned by management oversee representatives that support additional Call Center business units such as IRA/Certificates, Deceased Accounts, Fulfillment, New Accounts, Member Relationships (Outbound), Interactive Tellers, Member Service Email Specialists, Business Consultants, Online Banking/Technical, and all other business units that make up the Credit Union.Contact Center Staff Alignment / Departmental Development: Lead weekly and monthly team meetings to review best practices on member service and product referrals. Day-to-day employee management such as attendance monitoring, PTO requests, initiation of performance improvement plans, completion of quarterly and annual performance reviews to include setting metric and behavioral goals, interviewing / selecting candidates for all Call Center positions, recommendations for termination, etc. Interviews and selects candidates for positions within the Contact Center while keeping Ent's Standards and Practices in mind. Initiates Performance Improvement Plans. Coaches MSRs on Corporate and Call Center procedures and policies to include adherence to all areas outlined in Ent's Employee Handbook.Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.