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
Since Avadian Credit Union's inception in 1934, we have upheld the credit union philosophy of "people helping people." This reflects in every action, service, attitude and direction we take as a company. Our mission is to go out of our way every day to value you as a person, to make you feel delight and to improve your life. That goes for our members and our employees. It's what defines us, builds us and ultimately attracts talented and remarkable people to our team. It's not enough to just work somewhere every day. We believe in working somewhere you love and somewhere you can make a difference. It is our commitment to meet the needs of our members, and we couldn't do this without our dedicated employees. It is because of our great team that we are successful.
As if working with a fun team of highly talented professionals isn't enough, we also offer competitive salaries and a comprehensive benefits program. We don't want to brag or anything, but it's pretty top notch.
The Member Experience Team Lead assists the Contact Center in focusing on delivering the highest quality member experience while resolving matters timely and within reasonable means, leaving the member impressed that their call was handled with care. The Member Experience Team Lead is the liaison, coach, advocate of our Contact Center team and is key in ensuring an absolute world-class experience.
Functions and Responsibilities:
Requirements
Basic Requirements:
Experience: Three to five years of similar or related experience preferred.
Experience: A high school education or GED.
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Please note - submitting a resume does not guarantee any future action by Avadian Credit Union.
Avadian Credit Union is an Equal Opportunity Employer.
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