Call Center Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and evaluate the daily operations of member support representatives, associates, and specialist agents via the Call Center channel.

• Guide teams to meet performance benchmarks, quality standards, operational efficiency, and deliver exceptional member experiences.

• Mentor agents on essential performance indicators, quality measures, and member feedback scores.

• Conduct detailed analyses and document the outcomes.

• Lead outbound Call Center agents focused on enhancing relationships and generating work opportunities and leads.

• Provide system overrides, oversee Zoom chat, and address agent email inquiries.

• Assist the Outbound Connection Team initiatives and coach staff to pinpoint opportunities for relationship enhancement.

• Organize and facilitate staff meetings and UKG discussions.

• Identify coaching, training, and process enhancement opportunities by reviewing survey feedback, quality assessment results, and call evaluations.

• Collaborate with Call Center Operations to execute improvements.

• Track agent availability and call queue performance, adjusting coverage as necessary.

• Develop and implement Gallup action plans to engage and motivate employees.

• Complete performance management documentation and keep management and the People Team updated.

• Ensure the functionality of systems and applications, reporting issues to IT or vendors.

• Communicate Credit Union information and operational updates to team members.

• Inform the after-hours call center about events, maintenance, and outages.

• Prepare coaching, performance, and UKG documents for managerial review.

• Prioritize, monitor, and redistribute work across Call Center queues to meet deadlines and service-level agreements.

• Execute opening and closing procedures.

• Address complaints and report potential issues.

• Assist the AVP, Call Center Manager, with recruitment efforts.

• Cover supervisor shifts and daily support tasks as required.

• Complete timesheets, PTO requests, expense reports, invoices, and tracking documents.

• Engage in projects impacting Call Center personnel or functions.

• Assume additional responsibilities in the absence of the Call Center Manager.

• Perform other assigned duties.

⛳️ Requirements

• 2 to 3 years of relevant experience in credit unions or other financial institutions in deposit and/or online banking as a lead, supervisor, or manager is required.

• A Bachelor’s degree is preferred.

• An equivalent combination of education and experience may be considered in lieu of stated qualifications.

• Proficient in written and spoken English, utilizing correct spelling and grammar.

• Basic mathematical skills, including calculating rates, ratios, and percentages using a 10-key.

• Competent in Windows-based applications, including Outlook, Word, and Excel.

• Moderate typing skills at 40 words per minute.

• Exceptional customer service abilities.

• Capacity to learn swiftly and adapt to changes.

• Quick learner of specialized applications and systems.

• Initiative and self-motivation.

• Ability to effectively communicate and collaborate with individuals at all levels.

• Strong problem-solving and decision-making skills, including the ability to prioritize tasks.

• Understanding and alignment with core competencies.

• Extensive computer usage, up to eight hours a day.

• Adequate vision, dexterity, and other physical abilities.

• Capacity to occasionally push, pull, or carry objects weighing up to 20 pounds.

• Must be able to communicate and present via telephone and digital platforms, including Zoom and Teams.

• Must be eligible to work in the United States; CFCU participates in E-Verify.

🏝️ Benefits

• Bonus/incentives available for all regular employees.

• 401(k) plan with an 8% company contribution.

• Medical, dental, and vision insurance for employees and their dependents, with 80% coverage.

• Paid time off (PTO) and sabbaticals.

• Tuition reimbursement program.

• Call Center Incentive Plan offering quarterly, discretionary, performance-based payments capped at 10% of eligible earnings.

• Reasonable accommodations for individuals with disabilities.