Call Center Supervisor

Job Locations US-IA-Urbandale
Req No.
2018-2128
Category
Customer Service/Support
Type
Full-Time

Overview

CO-OP Financial Services provides technically superior products and services to financial institutions across the nation. We are seeking a talented Call Center Supervisor to be responsible for leading a team of customer service representatives servicing inbound credit and debit cardholders.  This individual will direct daily workflows, monitor service levels, quality, and timeframes to ensure the highest level of customer satisfaction. The position will be responsible for coaching and mentoring staff to support and follow the company culture and policies. 

 

Responsibilities:

  • Conducts coaching, performance evaluations and supports development opportunities.
  • Monitors real time work force management to ensure service levels are met.
  • Contributes to the client relationship through direct and indirect interaction.
  • Assists with the new hire selection process and staff development.
  • Actively supports strategic future, models and integrates culture and leadership practices.

Qualifications

  • Prior experience in call center operations and 1-3 years management experience
  • PC skills, including strong working knowledge of Microsoft Excel, Word and Outlook.
  • Excellent verbal and written communication skills.
  • Excellent customer service, analytical and problem solving skills and the ability to drive change.
  • Proven leadership skills with the ability to work effectively with internal/external business partners.
  • Strong organizational and time management skills.
  • Active listening skills and ability to handle escalated calls.
  • Credit/debit card experience and First Data systems knowledge preferred.

If you are highly motivated, team oriented, and would enjoy the diversity of challenges and opportunities, please submit your resume and cover letter.

About Us

CO-OP Financial Services is the technology engine that provides access and convenience for credit unions. With over 35 years of credit union service, CO-OP connects credit union members to their accounts through Debit, Credit, ATM, Shared Branching, Member Interaction Services, Mobile, Virtual, and Bill Pay services. CO-OP serves a total of 3,500 member credit unions, 50 million cardholders, 30,000 surcharge-free ATMs, and more than 5,500 shared branches. Handling three billion-plus annual transactions, CO-OP is the nation’s largest credit union service organization—offering resources that enable deeper member engagement to help credit unions prosper.”

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