MSCC - Team 20 - Supervisor - Contact Center

Job description

TITLE: SUP - CONTACT CENTER: STATUS: EXEMPT: DEPARTMENT: MEMBER SERVICE CONTACT CENTER (MSCC): DATE: 06/19: REPORTS TO: MGR - CONTACT CENTER OPERATIONS: JOB CODE: 5004: PAY RANGE: $77,500.00 - $78,000.00 ANNUALLY: GENERAL DESCRIPTION: The supervisor of a contact center team plays a pivotal role in advancing Golden 1 Credit Union’s service excellence by leading teams responsible for member interactions. 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 service 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 understanding of Golden 1’s products and services. 4. Maintain an engaging work environment that emphasizes teamwork, open communication, and a commitment to continuous improvement. 5. Manage tea...