Virginia Credit Union, Inc
The Contact Center Supervisor\u2019s primary function is to provide leadership and direction to the Contact Center staff and directly supervise a team of Contact-Center Consultants. In addition, the Supervisor is responsible for consistently motivating staff and developing goals to ensure that excellent member service is provided at all times.
Duties and Responsibilities
Inform, Educate, and Advise members, regardless of the individual circumstances.
Ensures the members are consistently provided with quality service by promoting the Brand.
Conducts monthly one-on-one coaching sessions with individual consultants based on observation of job-related knowledge and skills (review activities, results, recorded member interactions, and progress towards goals).
Conducts Quick-Coaching sessions to provide informal observation and feedback to consultants on sales skills, and next time opportunities.
Conducts monthly team meetings to discuss sales and service objectives, activities, and/or strategies on which to focus.
Responsible for the writing of and the conducting of performance evaluations for the Contact Center staff in conjunction with the Manager.
Assist the Quality Assurance Specialist with service observing Contact Center consultants to ensure that department goals are met and to emphasize the importance of quality service.
Ensures that service level, average answer speed, and representative productivity is being managed and monitored.
Ensures that staff is cross-selling products and services and meeting department and team goals.
Ensures teamwork within the department and promotes internal Quality Service with other areas of the Credit Union.
Utilize statistical reports to set goals for their individual teams and develop incentives to motivate the Contact Center staff.
Assist Manager and Software Specialists with daily and weekly scheduling.
Takes incoming member calls as needed.
Assist Contact Center Consultants and members with intricate problems, and resolve member complaints and concerns in a timely manner.
Responsible for handling escalated member calls.
Acts in the absence of the Manager as needed.
Accurately perform all Bank Secrecy Act (BSA) and OFAC functions related to transaction processing, account opening, and account maintenance including, but not limited to, compliance with the credit union\u2019s Client Identification Policy (CIP), reporting suspicious activity to the Fraud Risk Management Department, and completing all required training.
Ensure that departmental procedures to support the credit union\u2019s BSA and OFAC policy are documented in writing, distributed to staff, and adhered to by all staff.
Ensure that all transaction and account maintenance information required under BSA is captured and records are submitted for record retention in accordance with the BSA record retention schedule.
Monitor staff transactions to ensure that BSA and OFAC policies are followed; hold staff accountable for compliance with policies and procedures by invoking appropriate disciplinary action when violations are discovered; and ensure that all staff complete required training programs.
Performs other duties as assigned.
Maintain and demonstrate excellent knowledge of all VACU products, services, policies, and procedures.
Keep informed and complies with Regulations related to Consumer Lending and other credit union policies.
Contribute towards individual, team, & department goals while promoting team spirit.
Give feedback to the Managers and other Supervisors about department and team goals and incentives.
Attend training sessions as directed by Manager to keep skills current.
Work with the Contact Center Trainer on training and development.
Create a supportive culture by collaboration and teamwork, both internally and externally.
Utilize the mentoring program to assimilate new employees to the Contact Center.
Collaborate with Manager on service quality issues and member feedback.
Build relationships with team & promote team spirit and assistance to phone reps.
Keep all member and credit union business confidential.
Must have knowledge of Word and Excel. Credit union or banking industry knowledge preferred.
Must be able to operate a computer and other office equipment. Must be skillful when working with details such as numbers and names. Must have strong written and oral communication skills. Must have good organizational and motivational skills. Must have the ability to effectively communicate with customers, consultants, and all-levels of management both verbally and in writing. Must be able to work in a stressful environment while being flexible and professional. Must have the ability to consistently provide excellent service. Must be driven by a strong desire to create a place where customers feel comfortable seeking financial advice, and trust that they will receive the right solutions. Must have ability to give direction, perform multiple tasks, and be creative.
Minimum Education and Experience:
High school degree or equivalent required. College degree is preferable or equivalent work experience. Must have prior supervisory experience or have demonstrated leadership abilities in a customer service environment. Must have experience with computers. Must have experience in handling customer requests and inquiries. Experience with writing and conducting performance evaluations, recruitment, and dealing with employee discipline issues is preferred.
Ability to sit for long periods of time. Infrequent lifting or carrying of objects up to 10 pounds. Ability to speak and hear clearly with reasonable accommodation.
Virginia Credit Union, Inc
Website : http://www.vacu.org/
Virginia Credit Union's vision is "to be our members' trusted advisor of convenient financial services, helping them achieve greater success." When you join Virginia Credit Union, you can feel comfortable asking for help. You can trust that you’ll get straightforward, honest answers and advice that makes sense. We'll listen to your situation and ask important questions so you can make smart financial decisions.