Contact Center Supervisor

Role:

To ensure members and potential members receive fast, courteous, and accurate service on the telephone and via chat; explains services, refers potential new accounts to the branches, responds to problems, and directs members' telephone calls to the appropriate area; assists and trains other contact center representatives.

Essential Functions & Responsibilities:

E

45%

Assists members and employees with telephone calls and chats, answers questions about products and services; prevents fraud by recognizing red flags and practicing fraud prevention techniques; resolves problems within their authority; refers problems that are beyond their authority to the next level supervisor with their recommendations or to branch staff.

E

25%

Schedules, trains, and monitors the work of Contact Center Representatives; evaluates, reviews, and recommends to management salary adjustments or disciplinary action.

E

15%

Identifies cross-sell opportunities and sells these services to members.

E

5%

Identifies and takes action to improve the department's operating methods and procedures.

E

5%

Ensures member account information correctly entered on computer system and all documentation properly recorded.

N

5%

Performs other job-related duties as assigned.