Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center Supervisor 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 an Inbound Contact Center Supervisor 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
SCU Credit Union has a mission to positively impact the financial well-being of our members by providing access to a wide range of products and services; to support the diverse communities we serve through education and collaboration; and to foster a rewarding environment for our employees!
We put our members at the heart of everything we do and strive to exceed their expectations by providing: empathy, giving back, integrity, stability, and an inclusive culture. If you align with these values too, we would love for you to join our team!
SUMMARY
Under the direction of the Contact Center Manager, demonstrates a broad understanding of deposit and consumer loan products and services and to perform various duties related to account opening, origination of consumer loans, accurately & efficiently processing member data, and a full understanding of the services offered by the Credit Union, more specifically, electronic and digital products. Builds member relationships with an emphasis on financial education, through knowledge and understanding of all credit union products & services. Quality of the work and level of productivity is within an acceptable range for the department and corresponds to level of experience; adheres to established policies and procedures. Supports the Credit Union’s Core Values and Vision Statement with a focus on service, quality, efficiency, and teamwork.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Requirements
QUALIFICATIONS
The requirements listed below are representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
CORE COMPETENCIES
To perform the job successfully, the individual must be organized and detail oriented and should demonstrate the following competencies:
EDUCATION and/or EXPERIENCE
High School Diploma or GED plus specialize coursework; 2-4 years of related experience; or equivalent combination of education and experience. Ability to cross-sell credit union products is also required. Strong member relations and effective communication are essential.
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