Member Service Call Center Supervisor
Location: Member Services Call Center / Denver, CO
Job Code: 148
# of Openings: 1
Hours: Monday-Friday 7:30 a.m. - 6:00 p.m. Saturday 9 a.m. - 1 p.m.
Days: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday
Pay Range: $52,800 - $66,000/Annually + Variable Pay
Trains, develops, and assists the Contact Center Team in delivering a superior member service experience. Responsible for assisting with the direction and management of Member Service Contact Center operations. Ensures that established policies and procedures are followed. Oversees full range of products and services to members and prospective members. Ensures that members are promptly and professionally served. Acts as Department Manager as necessary. Performs various department functions as required.
Directly supervises assigned members of the MSCC team while being responsible to work with the entire supervisory team for the overall direction, coordination, and evaluation of all department employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring; coaching, mentoring and training employees; planning, assigning, and directing work; appraising performance, including call monitoring; rewarding and disciplining employees; addressing complaints and resolving problems timely. May be required to comply with NCUA requirements. Must adhere to all Federal and State laws and regulations applicable to the credit union, including the Bank Secrecy Act and OFAC.
EDUCATION and/or EXPERIENCE:
Bachelor’s degree (B.A.) from four-year college or university; or four years related experience and/or training; or equivalent combination of education and experience.