Contact Center Supervisor - Service Delivery Job

Supervise, coach, monitor, motivate, and train staff. Conduct ongoing quality reviews. Ensure that all member phone calls, chats, emails and correspondence are responded to accurately and in a timely manner. Provide effective supervision of Contact Center staff and oversee daily departmental operations.  Complete performance reviews and design development plans.  Drive achievement of goals and objectives.  

This position is hybrid (expected 1x/month onsite). 

NYC Salary Range - $83,130 - $84,000 annually; compensation is commensurate to geographic location.

• Regardless of seniority or role, uphold UNFCU’s mission, core values, and guiding principles by providing an exceptional service experience to colleagues and members alike through consistent demonstration of our service excellence behaviors.
• Supervise MSR staff to ensure that all member phone calls, chats, emails and correspondence are responded to and resolved within quality guidelines.
• Conduct ongoing quality reviews of member inquiries/requests from all interaction channels to ensure the level of service rendered is within UNFCU standards and quality guidelines.
• Develop, train, coach, evaluate, and motivate MSR staff to maximize performance and foster a service and sales culture of excellence; ensure high quality sales and service and thorough member interactions in accordance with UNFCU’s mission, vision and values.
• Provide regular feedback, development and coaching to MSRs on performance objectives, ensuring MSR achieves key performance objectives/goals.
• Support the goals and objectives of the Contact Center by serving as a champion and leading their team to success.
• Utilize performance reports to assess team’s performance and develop a plan to address gaps and acknowledge successes.
• Regularly evaluate employee job performance and partner with HR or Training to make appropriate recommendations and decisions to administer policies and/or provide remedial training.
• Assist staff in resolving complex member requests and complaints within a timely manner.
• Demonstrate resourcefulness in determining solutions for member complaints.
• Conduct ongoing research of member interaction issues to promote first-call resolution.
• Provide member information and assistance to other departments to resolve member inquiries.

• High School Diploma/GED and 3-5 years of call center experience, with at least 1 year of experience as a call center team leader or supervisor
• Experience dealing with a dynamically changing work environment
• Demonstrated experience in coaching and developing staff
• Strong organizational skills and ability to prioritize