CoastHills Credit Union
Call Center Supervisor
CoastHills Credit Union, Santa Maria, California, United States, 93454
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Call Center Supervisor Exempt Employee Full-Time Management Headquarters, Santa Maria, CA, US
ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.
Under the direction of the Member Services Manager, plans, manages, directs, organizes and controls the operational activities and employees of the Call Center, including cross‑selling, member service, quality, safety and security control.
Assists the Member Services Manager in overseeing the duties and functions of the Call Center employees and assumes the responsibilities of the Member Services Manager when made necessary by absence.
Supports the Member Services Manager by ensuring business objectives are attained and member service delivery is professional and efficient. Ensures systems are utilized to their fullest potential. Monitors inbound calls to observe employee performance, demeanor, technical accuracy, sales and service efforts, and adherence to Credit Union policies and procedures.
Responsible for achieving Call Center sales goals as established by Member Services and Support Manager and VP Branch Experience.
Establishes and monitors employee sales and production goals.
Monitors and observes employee performance, including technical accuracy, sales and service efforts, and conformation to policies and procedures.
Assists the Member Services Manager in providing leadership to and professional development of Call Center employees to ensure optimal member service. Maintains teamwork and morale among employees.
Monitors and reviews employee and inbound call queue performance. Monitors and manages service standard results daily, weekly and monthly. Reviews employee activities and works with Member Services Manager to formulate recommendations for improvement.
Answers questions and recommends corrective actions to address member concerns. Aids on complex inquiries, transactions and problem resolution, supervisor calls and approvals beyond employee limits.
Maintains the ability to process and fund loans of all types as well as cross‑sell all Credit Union products and services.
Reviews Call Center activities and works with Member Services Manager to formulate recommendations concerning important policies and services.
Works with Member Services Manager as liaison between contracted partners and Credit Union to ensure processes are in place to better serve members.
Works with Credit Union partners and vendors to ensure expenses are in accordance with budget.
Participates in project implementation, including leading and participating in business priority projects.
Works with Member Services Manager to ensure compliance with Credit Union operating policies and procedures.
Prepares Call Center schedule, ensuring that breaks and meals are taken to optimize staffing levels. Adjusts staffing models as needed based on service levels, anticipated events, special promotions and transaction volume.
Consistently coaches and reviews sales activities of Member Services Officers in all categories. Conducts role‑playing with MSOs who need improvement in sales goals.
SUPERVISORY FUNCTIONS Effectively directs and supervises assigned employees, ensuring optimal performance.
Carries out supervisory responsibilities in accordance with Credit Union policies and applicable laws.
Supervisory duties include, but are not limited to, employee selection, training, coaching and discipline. Verifies employee time records and employee performance. Motivates, coaches and evaluates assigned employees’ performance.
Establishes an environment that promotes teamwork and eliminates barriers to effectively working within the Call Center and across the Credit Union organizational structure.
Regularly schedules and conducts Department meetings to keep employees current on Credit Union goals, promotions, products, services, and activities. Encourages participation and open communication.
QUALIFICATIONS The qualifications listed below are representative of the knowledge, skill and/or ability required to perform the essential functions of this position.
Education and Experience
High School diploma or GED, or an equivalent combination of education and experience.
Knowledge of operational activities and practices in a financial institution.
Five or more years of increasingly responsible experience in a supervisory role within a financial institution, or other related managerial experience.
Certificates, Licenses and Registrations California State Notary license (or ability to obtain one).
Knowledge Call Center operations, practices, laws and regulations.
Credit Union products, services, programs and promotions.
Microsoft Word, Excel, Outlook.
Supervisory Skills and Abilities
Develops and encourages cooperation and teamwork among employees.
Possesses skills in directing, coaching, motivating, delegating, evaluating, and counseling assigned employees.
Knowledge and experience in promoting teamwork and eliminating barriers to effectively working within the Department and across the Credit Union organizational structure.
Other Skills and Abilities Operates a variety of office equipment and machines.
Travels, attends, and participates in meetings, seminars, and conferences held before and after normal business hours that may require unaccompanied long-distance travel and overnight lodging.
Ability to work a variety of hours, including evenings and weekends.
Physical Requirements
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the essential functions of this job, the employee:
Occasionally (up to 3 hours per workday)
Frequently (3 - 6 hours per workday)
Regularly (more than 6 hours per workday)
Sits X
Stands X
Walks X
Bends neck or waist X
Twists neck or waist X
Stoops or kneels X
Uses hands to finger, handle or grasp X
Repetitively uses fingers X
Reaches, pulls or pushes below shoulder level X
Reaches, pulls or pushes above shoulder level X
Lifts and carries 11 to 25 pounds
Up to 10 pounds
Talks X
Hears X
Sees X
Drives a vehicle X
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Working Condition
The worker is not substantially exposed to adverse environmental conditions.
Mobility
Moderate
Moderate
AFFIRMATIVE ACTION/EEO STATEMENT It is the policy of CoastHills to provide equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. CoastHills conforms to the spirit as well as to the letter of all applicable laws and regulations. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by CoastHills where appropriate.
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Call Center Supervisor Exempt Employee Full-Time Management Headquarters, Santa Maria, CA, US
ESSENTIAL FUNCTIONS Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.
Under the direction of the Member Services Manager, plans, manages, directs, organizes and controls the operational activities and employees of the Call Center, including cross‑selling, member service, quality, safety and security control.
Assists the Member Services Manager in overseeing the duties and functions of the Call Center employees and assumes the responsibilities of the Member Services Manager when made necessary by absence.
Supports the Member Services Manager by ensuring business objectives are attained and member service delivery is professional and efficient. Ensures systems are utilized to their fullest potential. Monitors inbound calls to observe employee performance, demeanor, technical accuracy, sales and service efforts, and adherence to Credit Union policies and procedures.
Responsible for achieving Call Center sales goals as established by Member Services and Support Manager and VP Branch Experience.
Establishes and monitors employee sales and production goals.
Monitors and observes employee performance, including technical accuracy, sales and service efforts, and conformation to policies and procedures.
Assists the Member Services Manager in providing leadership to and professional development of Call Center employees to ensure optimal member service. Maintains teamwork and morale among employees.
Monitors and reviews employee and inbound call queue performance. Monitors and manages service standard results daily, weekly and monthly. Reviews employee activities and works with Member Services Manager to formulate recommendations for improvement.
Answers questions and recommends corrective actions to address member concerns. Aids on complex inquiries, transactions and problem resolution, supervisor calls and approvals beyond employee limits.
Maintains the ability to process and fund loans of all types as well as cross‑sell all Credit Union products and services.
Reviews Call Center activities and works with Member Services Manager to formulate recommendations concerning important policies and services.
Works with Member Services Manager as liaison between contracted partners and Credit Union to ensure processes are in place to better serve members.
Works with Credit Union partners and vendors to ensure expenses are in accordance with budget.
Participates in project implementation, including leading and participating in business priority projects.
Works with Member Services Manager to ensure compliance with Credit Union operating policies and procedures.
Prepares Call Center schedule, ensuring that breaks and meals are taken to optimize staffing levels. Adjusts staffing models as needed based on service levels, anticipated events, special promotions and transaction volume.
Consistently coaches and reviews sales activities of Member Services Officers in all categories. Conducts role‑playing with MSOs who need improvement in sales goals.
SUPERVISORY FUNCTIONS Effectively directs and supervises assigned employees, ensuring optimal performance.
Carries out supervisory responsibilities in accordance with Credit Union policies and applicable laws.
Supervisory duties include, but are not limited to, employee selection, training, coaching and discipline. Verifies employee time records and employee performance. Motivates, coaches and evaluates assigned employees’ performance.
Establishes an environment that promotes teamwork and eliminates barriers to effectively working within the Call Center and across the Credit Union organizational structure.
Regularly schedules and conducts Department meetings to keep employees current on Credit Union goals, promotions, products, services, and activities. Encourages participation and open communication.
QUALIFICATIONS The qualifications listed below are representative of the knowledge, skill and/or ability required to perform the essential functions of this position.
Education and Experience
High School diploma or GED, or an equivalent combination of education and experience.
Knowledge of operational activities and practices in a financial institution.
Five or more years of increasingly responsible experience in a supervisory role within a financial institution, or other related managerial experience.
Certificates, Licenses and Registrations California State Notary license (or ability to obtain one).
Knowledge Call Center operations, practices, laws and regulations.
Credit Union products, services, programs and promotions.
Microsoft Word, Excel, Outlook.
Supervisory Skills and Abilities
Develops and encourages cooperation and teamwork among employees.
Possesses skills in directing, coaching, motivating, delegating, evaluating, and counseling assigned employees.
Knowledge and experience in promoting teamwork and eliminating barriers to effectively working within the Department and across the Credit Union organizational structure.
Other Skills and Abilities Operates a variety of office equipment and machines.
Travels, attends, and participates in meetings, seminars, and conferences held before and after normal business hours that may require unaccompanied long-distance travel and overnight lodging.
Ability to work a variety of hours, including evenings and weekends.
Physical Requirements
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 accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the essential functions of this job, the employee:
Occasionally (up to 3 hours per workday)
Frequently (3 - 6 hours per workday)
Regularly (more than 6 hours per workday)
Sits X
Stands X
Walks X
Bends neck or waist X
Twists neck or waist X
Stoops or kneels X
Uses hands to finger, handle or grasp X
Repetitively uses fingers X
Reaches, pulls or pushes below shoulder level X
Reaches, pulls or pushes above shoulder level X
Lifts and carries 11 to 25 pounds
Up to 10 pounds
Talks X
Hears X
Sees X
Drives a vehicle X
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Working Condition
The worker is not substantially exposed to adverse environmental conditions.
Mobility
Moderate
Moderate
AFFIRMATIVE ACTION/EEO STATEMENT It is the policy of CoastHills to provide equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. CoastHills conforms to the spirit as well as to the letter of all applicable laws and regulations. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by CoastHills where appropriate.
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