Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Description
Overview: Listerhill Credit Union is a financial cooperative whose primary purpose is to help our members live financially healthy lives. In 1952, seven Reynolds Metals employees deposited $5 each with the idea of starting a credit union that was member-owned and member-focused. Helping co-workers break from predatory lenders to borrow affordably and save for their financial futures, was their motivation. We have grown from a single office at Reynolds Metals to 18 branches throughout northwest Alabama and south-central Tennessee. Today, we serve 13 counties with a full line of financial solutions. Our purpose and commitment to financial health has never changed. We recognize what is good for our members is good for us. We aspire to high standards of integrity, excellence, and passion. Furthermore, we strive to be innovative for the members’ benefit and engaged in the betterment of their communities.
The Role: Your efforts and ultimate successes should be measurable and recognizable as you strive daily within LCU’s vision: “to value people over profit, proactively seek improvement, work passionately, exceed expectations, and make our community a better place”. As a Contact Center Supervisor, you will foster collaboration and skill building with Contact Center Representatives. You will work a ticket queue and perform all member call back, allowing Contact Center Representatives to focus solely on incoming calls. You will be a role model in the Contact Center, leading by example and motivating others with feedback and support.
Looking to the future of the Contact Center, you will be vital in all things digital, from being a subject matter expert to training the Contact Center Representatives on new products. Your feedback will be necessary in finding products to meet our member needs.
Member Experience will be in the forefront of your mind, working to correlate complaints that are received and formulate resolutions to minimize reoccurring issues. You will own member needs and foster the best experience with prompt and accurate service.
What you will do:
Requirements
Qualifications:
This Job Description is not a complete statement of all duties and responsibilities comprising this position.
Listerhill Credit Union is an equal opportunity employer and does not discriminate in employment decisions based on any factor protected by federal, state of local law.
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