Supervisor, Member Care Center
Start a Rewarding Career with Alliant
What will your day look like?
You will be responsible for leading and coaching an assigned group of employees through the day-to-day operational responsibilities of the Member Contact Center. Works with Manager, Member Contact Center to drive employee development and performance management by monitoring, motivating, recognizing and coaching the team in order to enhance job performance. Work involves moderate difficulty in sorting through and resolving complex member issues, coaching and training employees in the areas of member service quality and sales opportunities. Resources to do the job require reliance on technical knowledge of credit union products, policy, procedures, and performance management.
Responsibilities
Do you see yourself doing this?
- Lead and coach assigned employees through the day-to-day operations of the Member Contact Center
- Monitor and track employee’s daily statistical performance including but not necessarily limited to the number of calls taken, average speed of answer, re-queued calls, not ready time, average handle time, products sold, products cross-sold, email contacts processed and/or received
- Monitor representative interactions to ensure quality of service is provided to all Credit Union members
- Handles non-routine member issues and escalated member concerns from various contact channel resources
- Incorporate calculated risk management into daily decision making whether directly member or representative-related
- Collaborate closely with other credit union departments in resolving member issues
- Monitor phone calls, conduct side-by-side coaching and provide real-time feedback, motivation and recognition to all employees on your team and assigned programs daily
- Monitor employee knowledge levels and identify training needs
- Coach employees by interpreting credit union policies and referring to procedure manuals
- Leverage internal training resources to train employees on products, processes, sales and service
- Foster teamwork and employee engagement
Qualifications
What makes you a great fit?
You’ll be a great fit if in addition to the completion of a Bachelor’s degree, 3 years of customer service experience in a contact center environment, 1-2 years of sales experience, and you have:
- Previous experience working in a financial institution preferred
- Excellent verbal, written and interpersonal communication skills
- A high level of energy and the ability to motivate and coach
- Comfortable working in a fast-paced environment
- Capable of managing multiple tasks involving occasional time constraints
When you’re happy, we’re happy!
As a thank you for joining our team, you’ll benefit from:
- Competitive medical, dental, and free vision benefits
- Competitive compensation plan
- Contributions towards gym memberships
- Generous PTO and banking holidays off