Contact Center Supervisor
Primary Duties and Responsibilities:
General Electric Credit Union is a not-for-profit, member-owned full service financial institution headquartered in Cincinnati with branches in Ohio and Kentucky. At GECU, we pride ourselves on maintaining quality service, being an employee-friendly workplace, and developing our team members while teaching you the skills to lead you to career advancement opportunities.
Overview:
The Contact Center Supervisor supports the Contact Center Manager to ensure that, using a consultative approach, members receive exceptional service in a friendly, professional, and timely manner. The Contact Center Supervisor will monitor and implement referral and service metrics by coaching and developing a team.
Essential Responsibilities:
- Coach and develop team members to reinforce and ensure consistent behaviors that positively impact referral and service goals. Coaching and development activities include, but are not limited to: conducting regular observations to ensure consistency in member-focused behaviors and facilitating one-to-one meetings with team members
- Assist the Contact Center Manager in the day-to-day operations of the Contact Center, including evaluating performance, providing feedback, managing schedules, and upholding standards for team goals and metrics
- Utilize advanced knowledge of GECU products, services, policies, and procedures to be able to assist staff and members
- Manage department volume through inbound call queues
- Ensure all team members follow GECU’s service standards for delivering optimal member service with all member interactions and internal department communication
- Communicates organization and department goals to team members so there is an understanding of expectations and how their role plays a part in attaining them
- Manages any conflict resolution, including member escalations
- Understands and adheres to regulatory and compliance standards, requirements, and policies, including operational expectations such as new account review and lending error correction
- Performs other duties as assigned
Education and Experience:
- High school diploma, or GED; bachelor’s degree preferred
- Minimum two years experience in a member facing role at a financial institution required
- Minimum two years of phone experience preferred
- Minimum two years Supervisor or leadership experience preferred
- Sales and service referral experience preferred
Knowledge, Skills, and Abilities:
- Strong interpersonal and customer service skills needed to create an exceptional member experience
- Good communication skills, both written and verbal
- Working knowledge of products and services relevant to role; ability to learn and train others
- Advanced ability to resolve complex member concerns and escalated issues
- Ability to maintain confidential or sensitive information
At GECU, we want to support your wellbeing by offering a wide range of benefits:
- Health, Dental and Vision insurance
- Life and Disability insurance options
- Paid Time Off starts accruing once hired and take your birthday off – paid
- 401k Retirement plan with up to a 10% match of your base gross compensation
- Tuition reimbursement opportunities & professional development
- Volunteer opportunities -and earn additional PTO hours!
- On-site clinics for Vaccines and Mammograms
And many more!
Come join GECU as we are a curated culture of respect, understanding, and mutual recognition. We believe forming bonds and connecting with each other only stands to strengthen the service we provide to our members in our mission of improving the Quality of Financial lives!
General Electric Credit Union is an Equal Opportunity Employer