Contact Center Supervisor

Location

Yakima, WA | United States

Job description

Solarity Credit Union is seeking a Contact Center Supervisor in our Member Contact Center at our North 5th branch in Yakima.

Create extraordinary experiences for our membership via the phone, e-mail and chat channels. Assist the Contact Center Manager to build, develop and manage the guides to achieve first contact resolution with a focus on self-service adoption for our members benefit; utilizing Salesforce 100% of the time to enhance the member experience. Lead by example and ensure the team is trained to be financial counselors and problem solvers for our members by understanding their financial situation, anticipating their needs, and guiding them through complex financial decisions better than any other provider.

The Cultural Fit

• If the following Core Values resonate with who you are in your life, this might be the perfect fit for you:
  • Courage: Having the fortitude to remain accountable, maintain the self-esteem of teammates and having the confidence to make decisions based on good judgment.
  • Impact: Pursues meaningful results to make a positive difference, not satisfied with the status quo, and you want to constantly exceed the expectations of members and coworkers.
  • Passion: You have a member-obsessed mindset and bring energy and focus to all aspects of your job. You are interested in celebrating wins of others, and constantly embrace organization initiatives and change!

A day in the life of our Contact Center Supervisor...

As the Contact Center Supervisor, your typical day may include the following:

• As you sip your morning coffee, you review performance dashboards for the previous day, week, month, or year to identify trends in performance.
• Your focus then shifts to reviewing loan, new account, cases and referrals requests to ensure all members are being contacted timely and employees are meeting their service level agreement goals.
• You jump into a morning huddle with your team to have a conversation about member-obsession and discuss the key they hold in the member journey! You rally the team around consultative sales skills being used to maximize the member experience and add value to each interaction. You actively listen to how the team is doing and work through any issues or questions that come up. Everyone leaves the huddle feeling energized and excited about the day!
• You review a handful of calls and provide additional training and coaching to employees based on their interactions with our members and discuss ways they could have increased member satisfaction and/or uncovered additional member needs.
• After lunch, you take another moment to connect with the team via the Teams chat channel to find out how their workload is and if there is anything you can assist with.
• You then take a moment to review time off requests and start making the schedule for the upcoming month.
• As you are working on the schedule, an upset member gets escalated to you. You put all other work aside and take the time to resolve the members complaint effectively, you then coach the employee who escalated the call on how it was handled and what steps the employee may be able to take in the future to de-escalate situations.
• Your attention then switches to needing additional resources such as procedures to help the team work efficiently, you write a procedure and publish it on the intranet for all to use.
• As the day flies by, you realize it is time to collaborate with other managers and gain alignment on company objectives, as well as work through any cross departmental processes that need to be cleaned up to add efficiency to all departments impacted. Your feedback is extremely valuable as you are looked at as a subject matter expert in consumer loans, new accounts, sales, and everything member service related.
• You review a handful of calls and chats.
• As you are nearing the end of your shift, you notice the call volume has increased so you hop on to take calls to support your team and meet our members needs in a timely manner.
• You go home with a sense of pride for what you have accomplished for yourself, your team, and the organization.

What else can you expect?

• A highly competitive salary range with a potential performance-based annual bonus.
• A comprehensive benefits package to include medical, dental, vision, life, and disability coverage for yourself and your family with a generous employer contribution to your HSA account.
• Generous paid time off allowances plus 12 paid holidays annually.
• A substantial retirement program match of up to 6% of your annual earnings.
• An employee wellness program including EAP coverage and gym reimbursement.
• An organizational culture that is committed to your success.
• Significant opportunity for career growth.
• A supportive leadership team.
• Excellent member obsessed culture.
• Annual Salary range - $74,259 - $116,032

What we need from you...

• Excellent written and verbal communication skills.
• Ability to lead and manage a large team of on-site and remote employees.
• High school graduate required. Coursework in business and related areas are a bonus.
• A minimum of 2 years managing a team preferred.
• Three or more years of progressive related experience in sales and financial institution operations is required.

EEO Statement:

Solarity Credit Union is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, veteran status, disability, sexual orientation, gender identity, or any other protected status. Solarity Credit Union participates in E-Verify.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at 509.248.1720, ext. 1520 for assistance.

Job tags

Salary

$74.26k - $116.03k