JOB TITLE: Digital Engagement Supervisor

REPORTS TO: Digital Engagement Manager

SUPERVISES: Digital Engagement Center Staff

EXEMPTION STATUS: Exempt

PRIMARY FUNCTION: Provide employee support and development to achieve efficient departmental operations, a high standard of service and maximized productivity for the achievement of goals.

ESSENTIAL FUNCTIONS:

1. Serve as a role model for the department by displaying exceptional member service via various electronic service delivery channels, such as: incoming and outgoing calls, chats, texts and video. Maintain a high level of professionalism, integrity and accountability.
2. Provide higher level support to staff by being a resource, providing formal coaching, handling escalated calls, and backing up any service or department related function.
3. Identify and coordinate ongoing training needs to ensure individual and department success. Evaluate department operations and make recommendations for advancement or additional development.
4. Prepare work schedules and monitor engagement queues to ensure proper coverage for volume. Use digital platform to adjust configuration to support volume as needed.
5. Maintain a comprehensive knowledge of all TFCU products and services in order to maintain accuracy of information provided by telephone, chat, text and email.
6. Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Maintain member and TFCU privacy and confidentiality.

OTHER DUTIES/RESPONSIBILITIES:

1. Maintain a strong working relationship other TFCU departments to ensure a mutual exchange of information and consistent, efficient member service.
2. Keep leadership continually updated regarding department operations.
3. Utilize available resources to provide employee recognition.
4. Participate in employee relations needs as required, including onboarding new employees, delivering ongoing intra-department training plans, issuing corrective actions and assisting in completion of annual performance appraisals.
5. Gain and retain a high-level knowledge of all TFCU policies and procedures.
6. Maintain a professional businesslike appearance in accordance with TFCU’s dress code policy.
7. Engage in behavior that aligns with the credit union’s cultural beliefs.

KNOWLEDGE, SKILLS AND ABILIITIES:

Education: High school diploma or its equivalent preferred.

Experience: Minimum five years’ work experience in a call center or financial institution required. Two years in a team leadership capacity preferred.

Qualifications:

1. Knowledge of the principles of member service and problem solving to include needs assessment, exceptional experiences, and evaluation of member satisfaction.
2. Knowledge of the English language, sentence structure, proper grammar, and correct spelling.
3. Ability to demonstrate skill in carrying out management techniques and practices.
4. Knowledge of the Microsoft Office Suite products, specifically Outlook, Word, Excel, and PowerPoint.
5. Basic knowledge of progressive technology.
6. Very strong numerical and analytical skills coupled with strong attention to detail.
7. Technical skills and ability to troubleshoot computer required.
8. Ability to prioritize workflow and complete multiple tasks simultaneously and accurately.

Availability: Monday through Saturday with the ability to work holidays and/or off-hours, on-call when required. Potentially works offsite and will need to maintain contact via phone, email or other electronic channels.

Physical Demands: The physical demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation.

1. Sit, Stand, Walk and Bend: While performing the duties of this job, this position is regularly required to sit, stand, and walk inside an office building and TFCU branches. Bending is also sometimes required to reach low cabinets and drawers.
2. Use of Hands/Fingers: To operate a computer, keyboard, mouse, and other office machinery such as, but not limited to: printers, copy machines, and other equipment. Additionally, this position is frequently required to sit and reach with hands and arms.
3. Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.
4. Lifting: The ability to occasionally lift up to 25 lbs. is required for this position.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, and working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about the value of the job. This job description does not create or constitute the terms of a contract of employment, commitment, or guarantee of employment; TFCU is an "employment at will employer."