Contact Center Supervisor

Company: IH Mississippi Valley Credit Union
Location: Moline
Posted on: March 19, 2023

Job Description:

IHMVCU is growing and seeking a knowledgeable Contact Center Supervisor to join the team at our Headquarters office in Moline, IL.
The successful candidate should have the following skills/qualifications:

• Minimum 2 years Credit Union, Contact Center or equivalent experience/education.
• High School diploma or equivalent.
• Strong Leadership and Team Building skills to ensure high level of service and satisfaction
• Interpersonal skills to represent the credit union in a positive way, both internally and externally. Ability to demonstrate IHMVCU's culture and core values.
• Ability to confidently handle complex situations effectively and accurately.
• Reliable, motivated, and strong organizational skills.
• Ability to evaluate processes and recommend enhancements
• Demonstrated proficiency in both oral and written communication. Proven accuracy and attention to detail is a must.
  Summary of the Position:The Contact Center Supervisor is responsible for creating a positive and engaging work environment within the Contact Center team. Coaching and motivating the team members to deliver exceptional, timely service through phone calls and escalating research cases as needed. It's important to maintain thorough knowledge of Credit Union programs, products, policies and procedures and actively share communication with the team.
  What are some of the responsibilities of a Contact Center Supervisor?
  • Continuously achieve building, improving and maintaining strong member and team member relations.
  • Be readily available to mentor Contact Center team members during daily activities and interactions.
  • Monitor and execute plan of action on key performance indicators for agents and conduct quality assurance to improve member experience.
  • Assist in preparing and delivering coaching sessions, performance conversations and evaluations.
  • Effectively respond to escalated calls to resolve member concerns or complaints. Coach and empower agents to help find solutions and de-escalate member issues independently.
  • Proactively participate in meetings, trainings and projects to maintain awareness of organizational processes and promotional campaigns while supporting change.
  • Positively contribute feedback that will help you successfully meet and exceed established individual, department and Corporate related goals.
  • Drive the Pathfinder Culture by creating positive team morale activities
    
    Being a team member of IHMVCU is more than just a job, we want to make differences in the communities we live in and serve. At IHMVCU you'll get:
    • Outstanding training, plentiful support and tools needed to be successful in your career
    • Competitive compensation
    • 401(k) with company match and profit sharing
    • Holiday pay & paid time off
    • Education reimbursement
    • Fitness reimbursement
    • Community volunteering
    • Health insurance including dental and vision
    • Flexible Spending Accounts & Health Savings Accounts
    • Employee Assistance Program (EAP)
    • Access to fitness center
      
      Move Up your career at IHMVCU with this great opportunity!
      Physical Requirements:
      • Sitting: Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
      • Talking: Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
      • Hearing: Perceiving the nature of sounds at normal speaking levels with or without correction and having the ability to receive detailed information through oral communication and making fine discriminations in sound.
      • Finger, handle, touch: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Applying pressure to an object with the fingers and palm. Perceiving attributes of objects, such as size, shape, temperature, or texture by touching with skin, particularly that of fingertips.
      • Lifting Demands: Up to 10 lbs.
      • Visual acuity to do things such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

Keywords: IH Mississippi Valley Credit Union, Moline , Contact Center Supervisor, Other , Moline, Illinois