Job: Call Center Supervisor

This posting has expired and is no longer available.

Jobing Description

SUMMARY Supervises all operations handled by the Call Center. Coordinates activities of associates engaged in assisting members via E-mail, over the telephone, Call access, Virtual access, Pay access, and Statement access. Provide coaching, call monitoring, Call Center Rep training, problem solving, administrative reports and assigning workflow. Assists with department analysis, development, scheduling, and member service/quality control initiative/requirements.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Communicates to associates on the delivery of meeting the expectation of our members by responding to them in a timely, efficient and knowledgeable manner.
  • Assists Assistant Vice President (AVP) of MIC with daily operations of the department to include the development of analysis, QC (Quality Control), staffing/mentoring/setting goals/scheduling, and recognition programs.
  • Be available daily and provide associates with guidance on routine problem solving development/actions. Assist and respond to escalated           issues, directly and indirectly demonstrating experience, and judgment and guarantee member satisfaction.
  • Maintain daily service level with a 5% or less abandon rate. Ensure adequate staffing to support daily Call Center volumes.
  • Recommend changes to improve internal processes and member service to the reporting AVP-MIC.
  • Responsible for delivery of proper telephone etiquette.
  • Accountable for associate training and development, inclusive of silent monitoring, quality assurance and cross-selling of all CU products and services.
  • Perform all duties of e-member associate; account research, account transactions, check withdrawals, transfers, and account maintenance.
  • Assist in developing and maintaining updated training material.
  • Monitor associates performance and administers evaluations.

 

SUPERVISORY RESPONSIBILITIES                                           

Directly supervises employees in the Call Center. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Skills / Requirements

 QUALIFICATIONS                                                  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Education and/or Experience                                            

Associate's degree (A. A.) or equivalent from two-year college or technical school; two to five years call center related experience. One to two years previous supervisory experience.

 Language Skills                                          

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

 Mathematical Skills                                                

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

 Reasoning Ability                                                   

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

 Computer Skills                                          

To perform this job successfully, an individual should have knowledge of Spreadsheet software, Word Processing software and Teller/GUI systems.

 Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.

Locations

ASU West
4701 W. Thunderbird
Glendale, AZ 85306
Chino Valley
1021 N. Hwy 89 #106
Chino Valley, AZ 86323
Corporate Headquarters
2355 W. Pinnacle Peak Rd
Phoenix, AZ 85027
Cottonwood
601 W. Hwy 89-A
Cottonwood, AZ 86326
East Flagstaff
5200 N. Highway 89
Flagstaff, AZ 86004
Flagstaff
321 S. Beaver Street
Flagstaff, AZ 86001
Gilbert
2277 W. Guadalupe Road
Gilbert, AZ 85233
Monroe
1812 W. Monroe
Phoenix, AZ 85007
Oracle N.W. Tucson
6464 N. Oracle Road
Tucson, AZ 85704
Payson
104 E. Hwy 260
Payson, AZ 85541
Prescott Gurley
550 E. Gurley Street
Prescott, AZ 86301
Prescott Valley
7111 Pav Way
Prescott Valley, AZ 86314
Prescott Willow Creek
1335 Gail Gardner Way
Prescott, AZ 86305
Rethink Banking Center
1290 S. Normal Ave.
Tempe, AZ 85281
Safford
280 W. Main Street
Safford, AZ 85546
San Tan
2721 S. San Tan Village Parkway
Gilbert, AZ 85295
Scottsdale
6501 E. Greenway Parkway, Suite 133
Scottsdale, AZ 85254
Tempe
840 E Southern Ave. Suite 101
Tempe, AZ 85282
Tucson University
1001 N. Park Ave.
Tucson, AZ 85719
Tucson-Alvernon
777 S. Alvernon Way
Tucson, AZ 85711
Union Hills
8285 W. Union Hills
Glendale, AZ 85308
ASU West
Chino Valley
Corporate Headquarters
Cottonwood
East Flagstaff
Flagstaff
Gilbert
Monroe
Oracle N.W. Tucson
Payson
Prescott Gurley
Prescott Valley
Prescott Willow Creek
Rethink Banking Center
Safford
San Tan
Scottsdale
Tempe
Tucson University
Tucson-Alvernon
Union Hills

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