ChicoRecruiter Since 2001
the smart solution for Chico jobs

Contact Center Supervisor

Company: Self Help Federal Credit Union
Location: Biggs
Posted on: May 11, 2022

Job Description:

Job Description Self-Help Federal Credit Union (SHFCU) is seeking a Supervisor for our Contact Center in Biggs, CA. The Contact Center Supervisor will report to the Contact Center Manager in Chicago, IL and oversee the day-to-day operations and supervise a team of Contact Center Specialists in Biggs. We are seeking a talented, proven leader to supervise and coordinate the functions and staff to achieve member satisfaction by maintaining quality and committed service to the credit union---s members. The Supervisor will ensure the department operates in an efficient, effective manner and use appropriate judgement to ensure compliance and the delivery of excellent member service. Essential Responsibilities: Assist with hiring and onboarding new employees. Oversees and direct the day-to-day activities of our Contact Center Specialists. Monitor staff performance and coach staff to cultivate the knowledge and skills to provide excellent member service Maintain high level of knowledge of all credit union products and services. Act as a resource of information and answers questions from staff, assigns tasks, provide guidance and feedback. Responsible for training, coaching, and staff development. Create and deliver performance improvement plans, assist with handling disciplinary action. Ensure adherence to credit union policies and department procedures, etc. Devise ways to optimize procedures and keep staff motivated. Recommend methods to improve member service, working conditions and to increase efficiency Prepares and directs scheduling, monitors attendance, schedule shifts and breaks as necessary. Recommend necessary staffing and procedure adjustments to meet department goals and deadlines Anticipate escalation and take over calls when needed. Resolve member complaints in a professional manner focusing on excellent member service. Handle all written correspondence in a professional manner. Assist with answering member calls as needed Prepare monthly & annual performance reports. Provide feedback to improve performance with Contact Center key metrics such as call abandonment, calls waiting, etc. Hold staff accountable for achieving individual and department goals. Participate in monthly one-on-one---s with staff as well as annual performance reviews Keep management informed on issues and problems. Suggest possible improvements Collaborate with other supervisors and management team members to support agents to meet call center goals, and maximize member satisfaction Other duties as assigned Credentials, Experience and Skills: Bilingual Spanish/English preferred Strong commitment to our mission --- creating economic opportunity for traditionally underserved communities Strong understanding of cultural competency Preference for working in organizations that place priority on teamwork and collaboration High school diploma or equivalent education and experience Two or more years of contact center or financial institution experience, with a minimum of two years in a supervisory role Professional demeanor, proven leadership ability, strong organizational and communication skills, and must value a high degree of accuracy. Ability to multi-task, set priorities and manage time effectively Computer proficiency. Knowledge in contact center software, online and mobile banking services preferred Ability to work flexible in hours including evenings and weekends (when needed) Up to 30% travel within California locations Compensation: Competitive nonprofit compensation, based on experience, plus a generous benefits package. About Us: Self-Help Federal Credit Union was chartered in 2008 to build a network of branches that serve working families and underserved communities. With 19 branches in California, 10 branches in Illinois, and 1 branch in Wisconsin, over $1.2 billion in assets, and serving more than 78,000 members, Self-Help Federal is one of the fastest-growing low-income designated credit unions in the country. It is part of the national Self-Help family of non-profit organizations whose collective mission is to create and protect ownership and economic opportunity for all. For 40 years, the Center for Community Self-Help and its affiliates have provided $9.3 billion in financing to help over 175,000 low-wealth borrowers buy homes, start and build businesses, and strengthen community resources. For more information, go to www.self-helpfcu.org and www.self-help.org Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status. Company Description Self-Help is a leading national community development financial institution headquartered in Durham, NC. Since 1980, Self-Help has provided $9.3 billion in financing to 175,000 families, individuals and businesses. It helps drive economic development and strengthen communities by providing responsible financial services; lending to individuals, small businesses and nonprofits; developing real estate; and promoting fair financial practices across the nation. The Self-Help family of nonprofit organizations includes Self-Help Credit Union, Self-Help Federal Credit Union, Self-Help Ventures Fund and the Center for Responsible Lending. Through its credit union network, Self-Help serves over 167,000 people in North Carolina, California, Chicago, Florida and South Carolina, Virginia and Wisconsin. Learn more at www.self-help.org, www.self-helpfcu.org and www.responsiblelending.org Self-Help is committed to providing equal employment opportunities to all persons, regardless of race, religion, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression (including transgender status), age, sexual orientation, military and veteran status, class or family status.

Keywords: Self Help Federal Credit Union, Chico , Contact Center Supervisor, Other , Biggs, California

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Log In or Create An Account

Get the latest California jobs by following @recnetCA on Twitter!

Chico RSS job feeds