BECU

Supervisor, Contact Center

BECU

full-time

Posted on:

Location Type: Remote

Location: Remote • Washington • 🇺🇸 United States

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Salary

💰 $73,300 - $89,600 per year

Job Level

Mid-LevelSenior

Tech Stack

React

About the role

  • Accountable for ensuring timely and accurate services by providing leadership, direction and effective monitoring of team’s performance.
  • Meet all performance and communication requirements outlined in the Contact Center Leader Standard Work Guide.
  • Establish individual employee goals and objectives that are consistent and in line with established department initiatives and objectives.
  • Ensure employees comply with policies, procedures and regulatory Credit Union requirements as well as ongoing training requirements.
  • Review and provide timely coaching to employees on all compliance and procedural errors.
  • Provide ongoing coaching, development and training of team members at minimum monthly for the purpose of conducting personnel evaluations and driving accountability for individual performance using competencies as performance measures.
  • Regularly utilize systems to monitor performance and evaluate calls to ensure experience guidelines and job performance expectations are met.
  • Utilize system applications to handle escalated calls and complaints.
  • Work with team members to ensure that member concerns are resolved promptly and courteously, and when possible, by the first point of contact and member suggestions that align with the BECU strategic guidance.
  • Create and drive opportunities for change by removing barriers and championing growth and progress within their division.
  • Partner with the workforce team in monitoring call volumes, impacts and personnel activities.
  • React appropriately to ensure internal and external members are assisted in a timely manner and within established service and quality objectives.
  • Review and ensure all monthly audit requirements are completed on time.
  • Research, develop and implement process improvement changes to decrease errors, increase efficiency and improve member experience and satisfaction levels.
  • Ensure written procedures are documented for all functions within area of responsibility and update as necessary.
  • Assist in the administration of approved budget to include planning and responding to variances.
  • Participate in, and at times lead, department initiatives or projects as identified by the manager and/or director providing timely updates and communication to appropriate audiences.
  • Perform additional duties assigned.

Requirements

  • Bachelor’s degree in Business or equivalent related experience required.
  • Minimum five years of member service/customer service experience required.
  • Minimum one year of leadership experience in a Financial Institution or Contact Center required.
  • Experience with an automated call distribution (ACD) system preferred.
  • Ability to plan, organize and implement projects or initiatives in a timely manner.
  • Strong attention to detail and the ability to multi-task effectively.
  • Ability to analyze data related to staffing to ensure staff is best utilized during peak and slow times in conjunction with the workforce team.
  • Proficient verbal and written skills required to effectively communicate.
  • Effective problem resolution and negotiation skills.
  • General knowledge and understanding of federal and state regulations governing deposits, lending, and electronic funds, including any reporting requirements.
  • Ability to exercise confidentiality and discretionary judgement.
  • Ability to work a flexible schedule to meet the needs of the Contact Center.
  • Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.
  • Ability to effectively present information and/or training to individuals and groups.
  • Ability to work independently, and as a team member, while using discretion in decision making and sound judgment.
  • Ability to create a sales/service environment and motivate staff.
Benefits
  • 401(k) Company Match (up to 3%)
  • 4% annual contribution to your 401(k) by BECU
  • Medical, Dental and Vision (family contributions as well)
  • PTO Program + Exchange Program
  • Tuition Reimbursement Program
  • BECU Cares volunteer time off + donation match

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
automated call distribution (ACD) systemdata analysisprocess improvementperformance monitoringbudget administrationproject planningcompliance knowledgemember servicecustomer servicepersonnel evaluation
Soft skills
leadershipcoachingcommunicationproblem resolutionnegotiationattention to detailmulti-taskingdiscretionary judgmentindependent workteam collaboration
Certifications
Bachelor’s degree in Business