** Call Center Customer Service Supervisor**

**Job Category****:** Call Center **Requisition Number****:** CALLC007306 Showing 1 location **Job Details**

**Description**

**Position Overview**:

**Duties and Responsibilities**

* Supervises daily activities of assigned staff to ensure all Member Care Center functions are performed accurately and on a timely basis. Manages call center queues and monitors wait times. Ensures that the timeliness and accuracy of data communication between members and Credit Union staff meets the Credit Unions standards and practices.

* Communicates directly with members to discuss complaints and escalated issues. Identifies, researches, and resolves complex account problems for members.

* Listens in on assigned staff calls to determine if additional training is needed and follows up with management with the outcome of counseling and recommendations.

* Provides staff with information, direction, resources, feedback and support needed to successfully complete job responsibilities. Conducts periodic staff meetings to discuss topics of concerns from staff, other areas, and members.

* Grants approvals and authorizes transactions above agents authorization levels.

* Responsible for a variety of reports for assigned staff.

* Evaluates, resolves, and reports daily service and departmental efficiencies.

**Duties**

* Sets day-to-day operational objectives for team. Assigns work and delegates responsibilities to staff and monitors progress to ensure department goals are met and high-quality member service is maintained. Cultivates strong working relationships and builds trust among team members.

* Responsible for other personnel activities of staff as assigned, such as hiring, training, performance appraisals, scheduling, and disciplinary matters.

* Attends job-specific training classes as requested by manager. Completes annual BSA/AML Compliance Training and understands employees role in maintaining an effective BSA/AML compliance program and completes FACT Act Red Flag training.

**Minimum Experience and Skill Requirements**

7 or more years progressively responsible experience in a call center environment, preferably with a financial institution. Previous supervisory experience helpful.

**Qualifications 1**

* Good organization, prioritization, analytical, and problem-solving skills in order to effectively supervise area of responsibility and attain goals set. Able to resolve difficult problems and situations.

* Good knowledge and understanding of Credit Union products, services, policies, and procedures pertinent to the job.

* Good knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.

* Good knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.

* Good verbal and written communication skills and interpersonal skills in order to interact professionally and effectively with members, staff, vendors, and government regulators. Able to communicate policies, practices, and procedures for clarity and understanding by direct reports and other stakeholders.

**M1 Core Competencies**

**Communication**: Shaping communication to the needs of the audience; conveying ideas and opinions clearly to others; listening attentively to others; using appropriate grammar and vocabulary.

**Influences Others**: Influences others to be excited and committed to furthering the organizations objectives; ability to gain others support for ideas, proposals, and solutions.

**Job Knowledge**: Has adequate knowledge of the fundamentals of the job.

**Physical Demands**

* The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* While performing the duties of this job, employee is regularly required to sit, stand, and walk; use hands and fingers to handle or feel; reach with hands and arms; talk and hear. Must be able to lift and carry up to 25 pounds. Vision requirements include close and classroom vision. Periodically required to travel by automobile. Overnight travel periodically required. Regularly required to work other than normal business hours.

**Disclaimer**

**Read Only Text**

This job description is not intended to be all inclusive. Employee may perform other related duties as assigned to meet the on-going needs of the Credit Union.

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