• Contact Center Supervisor

    Job Locations US-TX-Fort Worth
    Req No.
    2018-2733
    Category
    Hidden (8721)
    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 Contact Center Supervisor to be 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.  

     

    Responsibilities

     

    • 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.  
    • Actively supports our CO-OP culture and embraces our core values of Work as Partners, Communicate Openly and Honestly, Demonstrate Excellence and Champion Change in all interactions.

     

    Qualifications

    • 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.

    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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