Job Details

Overview

The Member Contact Center Supervisor is responsible for the supervision and coaching of a team of 10-20 Member Contact Center Agents. Ensure member service standards are met by providing great experiences for every member. Responsible for coaching agent performance and meeting all key performance indicators.

Responsibilities

* Maintains a strong focus on helping each member achieve financial success.

* Ensure member experiences are always at or above our Eagle Service Standards.

* Behaves consistently with ICCU's Core Values of Honesty, Integrity, Respect, Dignity, Growth, Performance, Improvement and Accountability at all times.

* Be a positive influence on creating an upbeat and energetic team Culture.

* Supervises the handling of all member interactions in a manner that is consistent with ICCU's core values, service standards, and key performance expectations.

* Answers or refers procedural questions from Member Contact Center Agents

* Ensure Net Promoter Score follow up is being completed in the timeframe that meets the Credit Union's expectations.

* Approve timecards bi-weekly

* Prepare and produce Strength Development plans, conduct reviews, and corrective action, if necessary, for each direct report.

* Assist with projects as needed and assigned.

* Reviews agents' performance daily. Provides coaching to help meet key performance indicators.

* Complete weekly quality assurance evaluations on recorded phone calls, and coach Member Contact Center Agents as necessary

* Assists with agent's schedule changes based on business needs with the Workforce Management Specialist and Member Contact Center Manager.

* Ability to create and analyze reports to make recommendations on areas of improvement.

* Actively lead and helps resolve more complex member research issues. Handles escalation calls as needed and helps provide appropriate member resolution.

* Conducts regular one on one's with each Agent to discuss progress toward goals, member survey feedback, and provide coaching feedback. Helps to establish a successful career path with Idaho Central Credit Union.

* Keeps current with updates and changes throughout the credit union by attending meetings and completing ongoing training courses.

* Assist with interviewing and hiring new Member Contact Center Agents.

* Handle escalated member or department situations as needed.

Qualifications

Bachelor's Degree or equivalent experience. Minimum of one year experience, Ability to work with other department Supervisors and to manage all personnel within the department. Ability to effectively work and communicate with administration. Ability to cope with pressured situations. Ability to always maintain the confidentiality of Credit Union and member records. Excellent communication and people skills.

Performance Standard:

A demonstrated cooperative and positive attitude towards members and other Credit Union staff. Professional in appearance, attendance, quality, and quantity of work performed. Ability to work under pressure and through conflicting situations. Must be willing to comply with the Bank Secrecy Act and USA Patriot Act as implemented by Idaho Central Credit Union.

Physical Requirements:

* Perform tasks requiring manual dexterity (processing paperwork, filing, stapling, sorting, collating, typing, counting cash, etc.).

* Sit for extended periods of time.

* Lift 20-40 pounds of applicable supplies including but not limited to copy paper, cash drawers, marketing material, etc.

* Repetitive motion using wrists, hands, and fingers.

* Reach keyboards.

* Ability to operate basic office machines (calculator, computer, telephone, copy machine, fax machine, etc.).

The above statements reflect the general details considered necessary to describe the essential functions of the job and should not be construed as a detailed description of all the work requirements that may be inherent of the job.

Must be eligible for membership at Idaho Central Credit Union to obtain employment.

Idaho Central Credit Union is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, age, disability, protected veteran status or other characteristics protected by law.