Position Summary:

The position of Call Center Supervisor is established to provide supervisory, operational and sales support to the department staff, to coordinate work scheduling and work flow in the department, and to assume responsibilities in the absence of the SVP and/or assistant manager. Maintain quality service standards set by the organization.

Essential Duties and Responsibilities

• Supervise and coach call center personnel to ensure quality service and adherence to all policies, procedures, and guidelines. • Assist with training new employees; ensure all new employees are thoroughly trained in all phases of the job.• Assist management in evaluating job performance, employee counseling and documentation. Act as a positive role model to staff and assist staff with improving performance. Promote high morale and teamwork within the department.• Assist members with problems/complaints, in writing, over the phone, through Live Chat, through secure messaging, and external emails when employees are unable to resolve. Provide overrides, ensuring good judgment is applied coupled with members’ needs. • Work on special projects as assigned.• Suggest and implement improvements to procedures or work flow in the department. • Interpret policy and procedure; implement changes in policy and procedures, ensuring staffs’ compliance. Assist with planning a conducting team meetings and sales contests for the department.• Encourage and coach staff to actively participate in the sales program, sprints and department/organizational initiatives. Assist staff with continuing education regarding product knowledge, selling techniques and the sales program.• Answer incoming calls when department is understaffed or busy.• Perform file maintenance and follow up on procedures to include online data changes.• Provide managerial oversight of the activities for areas of responsibility, including assigned staff and functional deliverables of the team. • Demonstrate leadership in words and actions on a daily basis; act as role model for success and engagement. Create a positive work environment conducive to trust and transparency.• Responsible for the performance management of staff and accurate documentation, to include daily feedback, coaching and mentoring; administration of appraisals that are timely and meaningful. Identify and address deficiencies constructively. Continually support, encourage and motivate team members toward ongoing growth and development.• Consult with Human Resources (HR) on issues outside of the normal scope of performance or behavior. Report all issues of safety or legal consequence immediately and surface undesirable patterns as they are discovered. Partner with HR on all employment decisions, and refer requests for changes in terms or scheduling to the HR department. • Monitor approved schedules, review and approve timesheets of staff, and ensure all expenses are reported as per company policy. Schedule and provide staff the opportunity for meal and rest breaks, while ensuring operational coverage is maintained. • Follow and reinforce all established policies and procedures, including but not limited to proper authentication and verification.• Prepare statistical reports on staff progress monthly and affiliate income. Complete daily, weekly and monthly reports as assigned.• Perform audit functions, reports, balance department totals or other support as assigned by the SVP/Assistant Manager.• Provide guidance and training to other employees and assume responsibilities in the absence of other supervisors.

Other Duties and Responsibilities

• Perform other duties as assigned.• Participate in AML/BSA compliance training as assigned. Adhere to credit union AML/BSA policy and procedures including CTR rules and form preparation, identify and refer suspicious activity to the Compliance Department, perform OFAC comparisons, and properly identify individuals in accordance with Branch Operations procedures.

Physical Demands and Work Environment

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, the employee is regularly required to use hands to finger, handle, or feel objects, tools, or controls and talk or hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk; sit; climb or balance; and stoop, kneel, crouch, or crawl.

The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

The noise level in the work environment is usually moderate.

Minimum Qualifications (Education, Experience, Skills)

• High school diploma or equivalent.• A minimum of three (3) years’ prior work experience in a call center environment, preferably with increasing responsibilities.• Supervisory skills, preferably in a call center environment.• Minimum of two (2) years’ prior work experience in the financial services industry, preferably banking or credit unions; demonstrated knowledge of policies and procedures in the financial industry.• Consumer lending experience preferred.• Ability to motivate, direct and coach staff. Demonstrated leadership capabilities.• Demonstrated success in planning, organizing, leading and oversight of people and activities. • Professional and effective interaction, verbal and written communication skills.• Organization skills sufficient to successfully manage multiple projects, establish priorities and meet deadlines.• Track record of applying critical thinking and emotional intelligence skills in a wide variety of situations.• College level PC Skills