We are looking for a dynamic individual to lead a team of member service representatives and directly handle member service phone calls, escalated member concerns, staff questions and scoring monitored calls of agents daily. The Call Center’s operational hours are Monday through Friday 7am-7pm. This position we are filling is a hybrid hourly full-time position from 10:05am to 7:05pm.
Duties and Responsibilities
- Function in a supervisory capacity ensuring that all department operation tasks are completed timely, efficiently, and accurately.
- Monitoring of Queues and assisting as needed.
- Complete QA monitoring in accordance with department guidelines.
- Lead, coach, develop and supervise staff including taking proactive measures to ensure that assigned staff are meeting performance expectations.
- Participate in conducting interviews, preparing, and delivering performance feedback including coaching, warnings, and evaluations.
- Planning/Running Weekly Staff Meetings
- Autonomously make appropriate and effective decisions regarding policy and exercise sound judgment based on advanced knowledge and logic to situations. Ensure operational soundness in all department responsibilities.
- Perform all tasks associated with the processing of member transactions, opening new accounts, and member account maintenance requests in accordance with policy and service standards.
- Ensures supervisor approvals are completed timely and daily.
- Builds and maintains a team atmosphere with open lines of communication. Conducts him/herself in a leadership and coaching manner developing a collaborative approach within the department/branch.
- Demonstrates the willingness and ability to train and cross-train staff in the operational, sales and service aspects of their position. Cross-trains staff on a continual basis.
- Follows guidelines and policies intended to limit risk and exposure for the organization and for members. Applies advanced knowledge and logic to activities, member interactions and all situations. Types of risk include fraudulent transactions, account fraud or mishandling, compliance with policies, security guidelines and the organization's reputation.
- Keeps current in position knowledge, including successful completion of assigned courses.
- Works to establish relationships with members, assisting CCCU in becoming the member's first point of contact when faced with a financial decision.
- Performs duties as assigned by management.
