Contact Center Supervisor

We are growing! Do you have Call Center Experience? Do you have Financial Management experience? Are you committed to excellent member service, and would you thrive in a Sales environment where the focus is truly centered on meeting the needs of our members? We invite you to consider a career at American 1 Credit Union! Read on for more information!

• Location: Jackson, Michigan - onsite
• Position: Contact Center Supervisor
• Salary: $61,074.34 based on experience and qualifications.
• Benefits start on day one: Health, Dental, Vision, Responsible Time Off
• All offers of employment are contingent upon background screens.

The Contact Center Supervisor is responsible for supporting the Contact Center Manager in providing quality member experiences within their designated department. They assist with the management of day-to-day operations with a focus on everyday core processes, employee development, lending and product sales coaching, member growth, and expense control. The Contact Center Supervisor is dedicated to working with the Contact Center Manager to create and sustain a culture that is filled with people who are Focused, Engaged, Trustworthy, Humbly Confident, and driven to Achieve. The Contact Center Supervisor works collaboratively with the Contact Center Manager to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.

Essential Job Functions

• Lead, Manage, and Accountability: Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Assists the Contact Center Specialist Manager in the evaluation of the right people, and right seats. Acts as a leader in Contact Center Specialist Manager’s absence.
• Team Collaboration: Collaborate with the Contact Center Specialist Manager in all discussions relevant to the American 1 culture, Contact Center operation processes, and overall member experience. Assists Contact Center Specialist Manager in executing strategy for credit union’s short- and long-term goals and objectives and communicates such goals and objectives to their team.
• Focus on Purpose/Mission: Focused on the credit union’s purpose and mission statement of creating financial wellness in our community through everyday banking.
• Accountability Measurement and Coaching: Monitors accountability to the sales program and completes regular observation of the Contact Center team. Monitors Contact Center benchmark goals for membership, lending, and product growth and coaches for success and reports to Contact Center Specialist Manager.
• Employee Recruitment and Retention: Assists Contact Center Specialist Manager to ensure that their Contact Center is staffed with team members that are engaged and fulfilled in their work, properly trained and receiving regular feedback on performance.
• Employee Culture: Committed to building and supporting an engaging and inclusive culture for all.
• Contact Center Expense Control: Assists the Contact Center Specialist Manager with oversight on Contact Center expenses through appropriate staffing and minimal turnover, member fee refunds, operational expenses, Contact Center closings and more. Oversees Contact Center scheduling to ensure appropriate coverage at peak times.
• Core Process, Policy and Procedure Review and Recommendations: Responsible for following and coaching to all core processes, policies, and procedures. Assures team is following all processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements.
• Community Advocate: Serves as a representative of the credit union and is actively visible in the community in which the Contact Center is located. Works with Community Partnerships to develop partnerships with local dealerships, companies, and schools.

Competencies Required

• People Focused and Strong Communication: Empathetically seek understanding of what members and employees require, expect, and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.
• Achiever, Initiative and Goal Driven: The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems.
• Focused, Decision Making and Problem Solving : Has a strong sense of urgency about proactively solving problems and getting work done; gain support by collaborating effectively for ideas, proposals, projects and solutions, take initiative; make and/or facilitate decisions considering impact on others and/or the credit union; reach sound decisions and exercises good judgment based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon time frame; take initiative to identify and resolve problems; demonstrate ability to examine existing problems/issues in new ways.
• Leadership, Management and Accountability: Demonstrate institutional responsibility, administrative skill, as well as a commitment to a vision for public service; ability to achieve positive outcomes by encouraging, supporting, coaching, developing and mentoring others. Committed to leading the company by strategically thinking about the business and managing effectively by working in the business.
• Trustworthy, Reliability and Confidentiality: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Ensures core process, policies and procedures are followed.

Key Accountability Items:

• Lead, Manage, Accountability
• Assist with Department hiring, coaching and evaluations.
• Solve member experience issues and uphold GREAT standards.
• Contact Center Scorecard Results
• Ensure operational excellence and integrity of the Contact Center

Requirements:

• A minimum education of high school diploma or GED.
• Bachelor’s degree preferred.
• Leadership experience preferred.

The Ideal Candidate:

• Excellent verbal and written communication skills
• Working knowledge of PC applications such as Microsoft Office
• Ability to work independently or as a collaborative member of a team.
• Ability to direct other team members and coach others.
• Knowledge of credit union products, services, policies, core processes and procedures
• Ability to provide supervisory leadership of professional- and intermediate-level staff.
• Demonstrated member-focused strategy skills.
• Demonstrated skill in gathering, reporting, and summarizing trends in data.
• Ability to express oneself clearly and articulately both orally and in writing.
• Ability to make decisions and take initiative in problem resolution.
• Ability to exercise tact and responsibility with handling confidential information.

NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.