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Supervisor, Contact Center
Vacaville, CA
Job Description
Description
M-F between the hours of 8:00am-7:15pm w/ Occasional Saturdays 8:15am-5:15pm
40 hours/week
Summary:Contact Center Management is responsible for ensuring outstanding and professional member service via Contact Center channels (phone, chat, email). Management engages with both Travis Credit Union (TCU) members and TCU leadership in delivering member support. Excellence of customer service is the basis of TCU's strategy and organization.
Summary:Contact Center Management is responsible for ensuring outstanding and professional member service via Contact Center channels (phone, chat, email). Management engages with both Travis Credit Union (TCU) members and TCU leadership in delivering member support. Excellence of customer service is the basis of TCU's strategy and organization.
Profile:
- Oversees and directs the daily operation of the department, while fostering collaboration and improving the organizations contact center support channels.
- Is responsible for department organizational planning, along with operational design and implementation for all aspects of the contact center.
- As part of management responsibilities, will foster a positive and engaging work environment through management use of TCU's Talent Management tools, such as: performance reviews, rewards and recognition, performance plan development, behavioral trend analyses, root cause assessments and career path planning.
- Responsible for Early-to-Late-Stage development of department performance analyses and reporting methodologies.
- Ownership of process improvement and implementation strategies, along with cost efficiencies and ROI analyses on proposed quality improvements.
- Maintains current and strategic regulatory knowledge ensuring departmental compliance and employee development. Regulatory coverage is State, Federal, Industry and TCU Internal requirements.
Required Skills:
- Ability to provide leadership, support, motivation and professional development to the contact center staff.
- Demonstrated ability in project management, process efficiency, systems management and excellent employee relations.
- Ability to facilitate consensus and develop positive working relationships throughout the organization.
- Ability to work in a fast-paced, team-oriented environment and complete assigned tasks within allotted timeframes.
- Strong analytical skills required to proactively research and resolve problems.
- Ability to self-direct and use independent judgment to make decisions.
- Ability to know when to escalate issues to senior management.
- Strong professional verbal and written communication and interpersonal skills.
Required Experience:
- Reports directly to the Manager, Contact Center.
- Direct supervisory responsibilities for assigned contact center staff.
- BA/BS in business or related field or equivalent work experience.
- Minimum 4 years in supervisory or leadership role
- Minimum 5 years inbound call center experience
Working Conditions:Work is generally performed within an office environment, with standard office equipment available and usually sedentary in nature. May require attending meetings and events during evenings and/or weekends.
Understands the requirements of the Bank Secrecy Act and ensures compliance through monitoring and reporting of member activity as appropriate.
Compensation: Base salary starting range: $65,915.20/annually - $81,411.20/annually is commensurate with experience.
Our compensation philosophy is based on several factors such as (but not limited to) the scope and responsibilities of the position, the candidate's work experience, education/training, and key skills.
At Travis Credit Union, our priority is that our employees and their loved ones are provided with a Total Rewards program that insures their health and welfare safety which allows our employees to focus on the financial welfare of our members and the credit unions objectives. As such, Travis Credit Union offers a robust benefits package to our eligible employees, including competitive medical, dental, and vision insurance, mental health offerings, employee performance incentive plan, merit increases, 401(k) program with immediately vested employer match, generous holiday and vacation policy, and extensive TCU specific perks like employee loan and credit card discounts!
Travis Credit Union is an Affirmative Action Employer
EOE/Individual with Disability/Veteran Status
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
4+ years
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