TITLE: SUP - CONTACT CENTER STATUS: EXEMPT DEPARTMENT: MEMBER SERVICE CONTACT CENTER (MSCC) DATE: 06/19 REPORTS TO: MGR - CONTACT CENTER OPERATIONS JOB CODE: 5004 PAY RANGE: $77,500.00 - $78,000.00 ANNUALLY
GENERAL DESCRIPTION: The supervisor of a contact center team plays a pivotal role in advancing Golden 1 Credit Union’s service excellence by leading teams responsible for member interactions. Reporting to the Contact Center Operations Manager, the Supervisor drives operational success, team performance, and member satisfaction while contributing to the strategic objectives of the organization. TASKS, DUTIES, FUNCTIONS: 1. Provide inspirational leadership to service teams through coaching, training, and performance management, fostering a culture of excellence. 2. Conduct regular performance evaluations, offering constructive feedback and development plans to align with Golden 1’s goals. 3. Ensure cross-training across specialty functions, enabling adaptability and a comprehensive understanding of Golden 1’s products and services. 4. Maintain an engaging work environment that emphasizes teamwork, open communication, and a commitment to continuous improvement. 5. Manage team administrative needs, including payroll, personnel records, and performance reports. 6. Collaborate with other supervisors and departments to design and implement strategies enhancing service delivery, operational efficiency, and member satisfaction. 7. Develop actionable plans to meet and exceed Contact Center performance metrics, emphasizing quality resolution for escalated and complex cases. 8. Act as a liaison across departments to ensure alignment and promote seamless service experiences for members. 9. Regularly review and update team procedures, ensuring compliance with regulatory standards, security protocols, and organizational policies. 10. May provide subject matter expertise and guidance for fraud management and resolution of complex or sensitive member inquiries. 11. Ensure that teams are equipped with the tools, knowledge, and resources to address member needs effectively. 12. Partner with internal stakeholders to mitigate risks and maintain operational integrity. 13. Stay informed on state and federal laws, including Bank Secrecy Act and anti-money laundering regulations, ensuring team compliance. 14. Promote operational integrity by maintaining robust controls that align with Golden 1’s risk appetite. 15. Complete required regulatory training modules and instill a compliance-focused culture within the team. 16. Inspire team members by embodying Golden 1’s mission, vision, and core values. 17. Actively promote skill development, coaching, and career growth opportunities. 18. Foster a supportive and inclusive workplace where team morale thrives. 19. Develop and maintain an understanding of the pertinent regulatory requirements and risks inherent to job responsibilities, establish, and maintain control activities that mitigate those risks consistent with the Credit Union’s risk appetite, and ensure operational integrity and compliance with applicable regulations. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASK: 1. Effective oral and written communication skills required to train and evaluate staff and constructively follow-up on member inquiries and concerns. 2. Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, including a typewriter, a financial calculator, personal computer, facsimile machine, telephone, and typewriter, if needed. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: 1. INTERNAL: Branch, Department, IT and staff. 2. EXTERNAL: Vendors, credit unions, and other industry related associations. QUALIFICATIONS: 1. EDUCATION: Bachelor’s Degree in related field or equivalent work experience. 2. EXPERIENCE: Minimum of three years of progressive experience in member service/customer service roles, and at least one year of supervisory experience preferred. 3. KNOWLEDGE/SKILLS: Strong oral and written communications skills, current knowledge of The Golden 1 products, services, policies, and procedures, member relations, electronic banking equipment, credit union rules, regulations and sound working knowledge of the methods and principles of sound business practices PHYSICAL REQUIREMENTS: 1. Prolonged sitting throughout the workday on the telephone to accomplish tasks. 2. Hearing in the normal range is required. A telephone device to enhance hearing will be provided if needed. 3. Corrected vision in the normal range is required to read on-line computer screens and prepare required documentation. LICENSES / CERTIFICATIONS: NONE #LI-Hybrid THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME.
