Supervisor, Member Care Center - Hybrid

The Supervisor role will lead and coach employees through the day-to-day operational responsibilities of a contact center.  The role will work with the management to drive employee development and performance management by monitoring, motivating, recognizing and coaching the team in order to enhance job performance. Identify and solve complex member issues, coach and train employees in the areas of member service quality, and product knowledge. 

• Manage and develop assigned contact center team in order to achieve individual, team and organizational goals
• Lead the hiring, onboarding, training and retention of assigned team.
• Monitor phone calls, conduct side-by-side coaching and provide real-time feedback, motivation and recognition to assigned team and assigned programs
• Ensure assigned team's training is completed in a timely fashion whether regulatory, compliance, new product, sales or reoccurring learning
• Assess team performance to ensure successful achievement of goals including quality, sales and service measurements
• Partner with management to drive and communicate the need for a consistent and impactful member experience.
• Resolve member escalations in an effective manner, ensuring member satisfaction and evaluation of processes and procedures in order to minimize further issues.
• Collaborate other departments in resolving member issues.
• Capture, analyze, and understand the internal environment, team dynamics, and talent capabilities to address organizational refinement, agility and growth as well as assess and provide discerning development, insightful coaching and talent utilization/optimization for direct reports.
• Provide a structural and consistent approach to ensure that individual development plans are in place, performance management is consistent, performance management process is respected and followed, and coaching and feedback are provided on a regular and dynamic basis.

You will benefit from:

• Competitive medical, dental, and free vision benefits
• Paid parental leave
• Competitive compensation plan
• Gym memberships discounts
• Generous PTO and banking holidays off 
• Tuition reimbursement
• 401k with immediate employer match and vesting

Adhere to and ensure compliance of all business transactions with policy and process of the Bank Secrecy Act. Ensures compliance with all applicable state and federal laws, company procedures and policies. Maintains integrity and ethics in all actions and conversations with or regarding credit union members and their accounts; complies with Privacy Act directives.

The responsibilities listed do not contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this position. Duties, responsibilities and activities may change at any time with or without notice.