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Contact Center Team Lead

CU* Answers
CU* Answers Salary
Cascade, MI Full Time
POSTED ON 4/14/2024

POSITION SUMMARY
The Member Service Team Lead is responsible for providing day-to-day support for all responsibilities of the Level 1, 2 & 3 Representatives. The Team Lead – Inbound will obtain skills to be representative of team members as a liaison to the Contact Center Assistant Managers identifying staffing needs, key coaching/training opportunities, special projects and initiatives identified by the team.  

The Team Lead will demonstrate the ability and desire to be in direct contact with clients both during implementation of services and for ongoing support.  This position reports directly to the Call Center Assistant Managers to successfully complete the knowledge required to retain this position.   


ESSENTIAL JOB FUNCTIONS
1. Maintain all the essential job functions of the Level 1 & 2 Agent; including hot cards, web chat, voicemails, bill pay, call escalations and general queue support.
2. Assist with debit card reorder requests when it applies. 
3. Coordinate employee schedules, monitor agent attendance in assigned team, reporting absences & tardiness to management.
4. Complete weekly training sessions with your team. 
5. Review and send all client correspondence from agents. 
6. Onboarding of new associates including PC setup, basic I3 training, TLC campus, call flow orientation, and some cultural knowledge share within the CUSOs.
7. Onboarding and updating of the processing guide, Rules of Engagement, for call center agents and ensure staff is following proper procedures.
8. Assist Managers of Contact Center with weekly and monthly reporting and provide feedback to assigned team members. 
9. Assist Managers of Contact Center with monthly billing.
10. Monitor and assist in phone queue as needed to reduce ASA/ABD.
11. Coach agents for continued improvement of metrics and other team or department goals.
12. Help mentor new agents through their first 90 days.
13. Work with Contact Center Management to organize training for key functions within the call center.
14. Monitoring breaks/lunch/personal time, to ensure proper coverage for all queues as well as web chat.
15. Other duties as assigned.

JOB QUALIFICATIONS
1. Advance knowledge of Credit Union Operations, Regulations, Procedures the Xtension Call Center and Member Reach Processes and demonstrates vested interest in the success of these partners.
2. Meet or exceed the requirements and Job Specifications of a Level 1 & 2 Call Center Specialist.
3. Clear demonstration of leadership within the organization.
4. Demonstrate the ability and professionalism to interact with key management staff and clients both on the phone and in person. 
5. Demonstrate Advanced Knowledge on key functions of CU*BASE Software, Microsoft Programs and other essential programs related to this position and demonstrate ability to train staff and clients using phone, web conference and in person. 
6. Ability to use discretion when dealing with sensitive or confidential data.
7. Demonstrates attention to details and responds to deadlines.  

WORK ENVIRONMENT & PHYSICAL ACTIVITIES
Xtend operates in a professional office building setting.  Some job assignments at Xtend are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

Salary.com Estimation for Contact Center Team Lead in Cascade, MI
$71,711 to $100,891
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