What are the responsibilities and job description for the Virtual Contact Team Lead position at Rave Financial?
Role:
To assist members and potential members with their Credit Union needs. Provide information, assistance, and education on a variety products and services. Assist members in setting up services, respond to inquiries, and direct members to the appropriate people. Work as a team with other credit union departments to create a seamless experience for members.
Team Leads assist in observing and reporting on department metrics; fostering an environment where team members feel motivated; identifying opportunities to enhance training and development; and handling member call escalations. Team Leads are responsible for assisting the Virtual Contact Center Manager as needed to ensure the success of the department.
Team Leads assist in observing and reporting on department metrics; fostering an environment where team members feel motivated; identifying opportunities to enhance training and development; and handling member call escalations. Team Leads are responsible for assisting the Virtual Contact Center Manager as needed to ensure the success of the department.
Knowledge and Skills:
| Experience | One year to three years of similar or related experience. |
| Education | A high school education or GED. |
| Interpersonal Skills | Work involves extensive personal contact with others and is of a personal or sensitive nature. Motivating, influencing, and/or training others is key at this level. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary and often requires the ability to influence and/or sell ideas or services to others. |
| Other Skills | 1. Must exhibit above average listening and communication skills. 2. Must be able to operate Credit Union provided computer software and business equipment. 3. Must be able to make decisions with minimum information. 5. Professionalism in appearance, dress and attitude is a must. 6. Well-organized and attention to detail. 7. Able to meet deadlines and manage projects. 8. Ability to assist others in the department by exhibiting a clear understanding of the roles and responsibilities necessary to serve the members with exceptional service. 9. Ability to lead others and work as a member of a team while embracing the credit union philosophy, mission and values. |
| Work Environment | Provide all services via our Virtual Contact Center using specific contact center software. |