This position is responsible for providing leadership, guidance and supervision to call center non-exempt Agents and
Senior Agents. Additional responsibilities include monitoring and reporting of productivity and efficiency, growth and development, motivation and ensuring attendance and quality standards are achieved. This position will utilize all available technology and tools to facilitate quality monitoring, scheduling, assessing team performance and assist in ongoing training of call center agents within the team. This position is responsible for the successful and efficient operation of the afternoon-early evening shift. This team leader will work a weekend day.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES: includes the following:
Ensure service levels across all groups are meeting established standards
Coordinate ongoing performance reviews of agents.
Assists in ongoing training for agents, including new technology, client programs, cross-selling techniques and abilities.
Work closely to meet established quality benchmarks and processes
Required to assist on phones handling member calls during high periods of call volume
Consistently supports the escalation queue assisting agents and escalated members
Disciplined to succeed without the need for constant direct supervision
Complete all other duties as assigned and business dictates
Other Duties as assigned
Be there. Be more. Be everything every financial institution aspires to be.
CO-OP Financial Services helps you leverage the latest technology and trends to strengthen member connections and support growth. We're inspired by our member credit unions to constantly reinvent the ways we serve the changing needs of the credit union movement.
CO-OP unites innovative thinkers with deep experience in the credit union and payments industries to energize innovation and incite progressive ideas. We offer you a continually evolving portfolio of proprietary products and services that keep you at the forefront of emerging trends.
CO-OP was created by credit unions, for credit unions. Through technological expertise and thought leadership that make possible new levels of access and convenience, we're committed to being there for you. In the competition to establish your credit union as your members' primary financial institution, you can be there for them. And be more.