Call Center Supervisor
Company: Cardinal Credit Union Inc
Location: Willoughby
Posted on: October 8, 2024
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Job Description:
Description:Role:Plan, schedule, supervise, and evaluate call
center workflow and staffing. Coordinate call center activities to
achieve desired volume according to the business plan. Monitor
staff performance and call volume. Supervising and leading call
center towards meeting or exceeding sales, service, and operational
goals as assigned. Ensure members and potential members receive
efficient, professional, and accurate service on the telephone;
explains services, responds to escalations, and directs members'
telephone calls to the appropriate area; assists and trains other
call center representatives. Coaches and develops staff in
accordance with Credit Union philosophy and vision.
Essential Functions & Responsibilities:Responsible for researching
member inquiries or complaints to ensure proper follow up and
member satisfaction. Assist members and employees with telephone
calls, answers questions about products and services; resolves
escalations within their authority; refers escalations that are
beyond their authority to the next level supervisor with their
recommendations.
Monitor calls for professionalism, accuracy, and content. Train or
assist in the training of call center representatives with cross
selling skills to promote credit union products and services as
appropriate. Consistently maintain and improve call center
representative skills and knowledge for efficient service delivery
and high-quality member service.
Schedules, trains, and monitors the work of Call Center
Representatives; evaluates, reviews. Assure that workstations are
adequately staffed and that employees are trained to service the
membership on all credit union products and services.
Research and solve complex member questions, problems, and/or
complaints concerning credit union accounts or account
verifications for call center representatives. Responsible for
researching member inquiries or complaints to ensure proper follow
up and member satisfaction.
Identifies to improve the department's operating methods and
procedures. Maintain the smooth operation of the telephone system,
ensuring that calls are coming in correctly and answered in a
timely manner. Coordinate the changing of extensions, new
extensions or phone lines, and maintenance of voice mail.
Ensures member account information correctly entered on computer
system and all paper documentation properly recorded.
Ensure that all credit union member and employee related business
is kept in strictest confidence.
Performs other job-related duties as assigned.
Performance Measurements:
Requirements:Knowledge and Skills:Experience: Two years to five
years of similar or related experience.
Education: (1) A two-year college degree or (2) Completion of a
specialized course of study at a business or trade school or (3)
Completion of a specialized and extensive in-house training or
apprenticeship program.
Interpersonal Skills A significant level of trust and diplomacy is
required, in addition to normal courtesy and tact. Work involves
extensive personal contact with others and/or is usually of a
personal or sensitive nature. Work may involve motivating or
influencing others. Outside contacts become important and fostering
sound relationships with other entities (companies and/or
individuals) becomes necessary.
Other Skills: Good communication and key board skills.
We are a non-smoking work environment.
PM22
PIab3b7f84336a-37248-35742509
Keywords: Cardinal Credit Union Inc, Youngstown , Call Center Supervisor, Other , Willoughby, Ohio
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