MSCC - Team 20 - Supervisor - MSCC Specialty Teams

Job description

TITLE: SUPERVISOR - MSCC SPECIALTY TEAMS: STATUS: EXEMPT: REPORT TO: MANAGER – CONTACT CENTER OPERATIONS: DEPARTMENT: MEMBER SERVICE CONTACT CENTER (MSCC): JOB CODE: 11776: PAY RANGE: $85,150.00 - $87,000.00 ANNUALLY: GENERAL DESCRIPTION: The supervisor of specialty teams plays a pivotal role in advancing Golden 1 Credit Union’s service excellence by leading teams responsible for specialized member interactions. This includes overseeing product specialists, support representatives that handle escalated or complex cases, the fraud pod, the email/live chat team and the bilingual teams. Reporting to the Contact Center Operations Manager, the Supervisor drives operational success, team performance, and member satisfaction while contributing to the strategic objectives of the organization. TASKS, DUTIES, FUNCTIONS: 1. Provide inspirational leadership to specialty teams through coaching, training, and performance management, fostering a culture of excellence. 2. Conduct regular performance evaluations, offering constructive feedback and development plans to align with Golden 1’s goals. 3. Ensure cross-training across specialty functions, enabling adaptability and a comprehensive understa...