CU Career Connections

Call Center Supervisor

Member Company
Priority One Credit Union
South Pasadena, California, United States
25 days ago

Description

POSITION PURPOSE

Responsible for supervising, scheduling, and training Call Center personnel and ensuring that member service objectives are well supported. Assumes responsibility for all training aspects of new personnel.  Coordinates and presents product and sales training for existing personnel as necessary.  Resolves member questions and problems regarding accounts as needed.  Ensures that professional relations exist with members and that reporting and informational needs are met.  Attends and participates in meetings as assigned and keeps management well informed of activities and significant problems.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

 Assumes responsibility for effectively supervising and training Call Center personnel.

 Identifies, develops, and implements training programs as appropriate. Coordinates and provides training to enhance phone skills and sales abilities.

 Ensures that Call Center Representatives are thoroughly trained in all Credit Union products and services.

 Attends seminars and workshops to enhance training knowledge and skills.

 Provides leadership to assigned personnel through effective objective setting, delegation, motivation, and communication.

 Conducts performance appraisals. Provides measurable feedback to assigned personnel and suggestions for improved performance.  Formulates and   implements  employee corrective actions as needed.

 Assumes responsibility for effectively scheduling personnel and maintaining adequate staffing levels at all times.

 Monitors timekeeping and payroll records.

 Ensures that all department files are current, accurate, and well maintained.

 Assumes responsibility for effectively performing complex Call Center Representative functions.

 Receives telephone calls, answers questions, and ensures that all member questions and complaints are resolved in a timely manner.

 Completes research and resolves documentation errors or discrepancies on complex member problems.

 Actively and professionally cross-sells Credit Union products and services.

 Ensures that Call Center functions are completed in accordance with established Credit Union policies and procedures.

 Assumes responsibility for establishing and maintaining professional business relations with members and trade contacts.

 Ensures that requests and questions are promptly resolved. Obtains and conveys information as needed.

 Monitors service delivery and ensures excellence in service levels.

 Ensures that deadlines are met.

 Maintains and projects the Credit Union’s professional reputation.

 Assumes responsibility for establishing and maintaining effective communication, coordination, and working relations with Credit Union personnel  and with   management.

 Assists related departments as necessary.

 Completes all reports accurately and in a timely manner.

 Keeps management informed of area activities and of any significant problems.

 Assumes responsibility for related duties as required or assigned.

 Ensures that work area is clean, secure, and well maintained.

 Attends and participates in meetings.

 Completes special projects as assigned.



Requirements

QUALIFICATIONS

Education/Certification:        High school graduate or equivalent.

                                                 Additional computer and customer service training preferred. 

Required knowledge:              Strong understanding of customer service principles.

                                                   Knowledge of training principles and human resource policies.

                                                   Complete understanding of Credit Union products, procedures, and policies.

EXPERIENCE REQUIRED:           Two or more years of related Call Center experience.

                                                    Supervisory experience preferred.

Skills/Abilities:                             Good motivational and leadership skills.

                                                       Ability to teach and train others.

                                                       Excellent public relations and telephone skills.

                                                        Ability to assist and direct others.

                                                        Solid oral and written communication abilities.

                                                        Able to use all related software applications.

Job Information

  • Job ID: 62872452
  • Location:
    South Pasadena, California, United States
  • Position Title: Call Center Supervisor
  • Company Name For Job: Priority One Credit Union
  • Job Function: Customer Service¬†
  • Job Type: Full-Time
  • Min Education: H.S. Diploma/Equivalent
  • Min Experience: 2-3 Years
  • Required Travel: 0-10%

Please refer to the company's website or job descriptions to learn more about them.

View Full Profile

Jobs You May Like