Call Center Supervisor at Chevron Federal Credit Union in Remote (United States)

Job description

• Supervises and monitors the daily activities of member support representatives, associates, and specialist agents, ensuring members are promptly and professionally serviced via the Call Center channel. Leads respective teams to success, delivering on key performance metrics, quality scores, operational soundness, and excellent member experiences. Responsible for ensuring agents are well trained in both soft and hard skills for appropriate level of development with the goal of developing confident and knowledgeable staff. Provides support to the AVP, Call Center Manager, reporting member service trends and making recommendations for improvement and highlighting successes. Has a strong commitment to delivering exceptional member service and developing staff to achieve goals and is passionate about coaching to success.

Responsibilities

• Coaches agents to success in the areas of key performance metrics, quality, and member survey scores. Performs deep dives and documents findings.
• Leads a team of outbound Call Center agents who deepen relationships and work opportunities and leads. (This is a special focus not applicable to all supervisors.)
• Provides system overrides, monitors Zoom chat, and responds to agent email requests to support staff in resolving member requests.
• Supports the Outbound Connection Team efforts and coaches staff to identify deepening relationship opportunities.
• Prepares and leads staff meetings and UKG conversations.
• Identifies coaching, training, and process improvement opportunities by reviewing survey comments and quality monitoring results and listening to live and recorded calls. Works with Call Center Operations to implement solutions for improvements.
• Ensures agents are available and ready to work assigned shifts, monitors agent availability and call queue performance, making necessary adjustments for proper coverage.
• Creates and delivers Actions Plans in Gallup for creative ways to keep staff engaged and motivated.
• Completes and delivers timely Performance Management documents, keeping management and the People Team informed of progression and issues.
• Ensures systems and applications are functional and reports events to IT and/or vendors to resolve issues.
• Keeps up to date with Credit Union information and operational changes by reading The Hub, emails, and information from other delivery channels and communicates appropriate information to staff in a timely manner.
• Notifies afterhours call center about Credit Union events, systems maintenance, and other outages to ensure appropriate coverage.
• Prepares coaching, performance, and UKG conversation documents for delivery to agents and reports out to manager.
• Prioritizes, monitors, and redistributes work for all Call Center Queues to meet deadlines and service level agreements and keeps management informed of delays or issues. Performs opening and closing procedures.
• Addresses complaints and keeps management and the People Team informed of potential issues.
• Assists AVP, Call Center Manager in the hiring process.
• Covers other supervisor shifts and daily support activities as needed.
• Completes time sheets, PTO requests, expense reports, invoices, and all tracking sheets accurately and timely.
• Participates in projects impacting Call Center staff or functions.
• Takes on additional responsibility in the absence of the Call Center Manager.
• Other duties as assigned

Requirements

• EXPERIENCE and EDUCATION
• 2 to 3 years’ related credit union or other financial institution deposit and/or online banking experience as a lead, supervisor, or manager is required.
• Bachelor’s degree preferred.
• Equivalent combination of education and experience may substitute for stated qualifications.
• KNOWLEDGE and SKILLS
• Ability to write and speak effectively in English using correct spelling and grammar.
• Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
• Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, and Excel. Moderate keyboard skills at 40 wpm.
• Excellent customer service skills.
• Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
• Initiative and self-direction.
• Ability to effectively communicate and collaborate with people at all levels.
• Sound problem-solving and decision-making ability, including the ability to prioritize.
• Ability to understand and align with our core competencies through daily projects and tasks:
• Growth Mindset
• Diversity & Inclusion
• Communication
• Change Ready Leadership
• Responsibility
• Problem Solving
• Tech & Data Savvy
• CU Business Acumen

Skills

Required

• Moderate keyboard skills at 40 wpm.
• Excellent customer service skills.
• Initiative and self-direction.

Benefits

• Salary is based on qualifications and geographical location (Zone). Benefit information can be located on our Careers page here: https://www.chevronfcu.org/about-us/careers
• Zone 1: $68,392.00 - $94,039.00
• Zone 2: $62,236.72 - $85,575.49
• Zone 3: $57,449.28 - $78,992.76
• Zone 4: $54,713.60 - $75,231.20
• This position participates in the Call Center Incentive Plan. Incentives are paid quarterly and are based on team-level member survey performance and service metrics, including Average Speed of Answer. Total annual incentive opportunity is capped at 10% of eligible earnings. Incentive payments are discretionary and performance based.