Call Center Lead & Performance Coach

Sierra Central Credit Union; Yuba City (CA); Presencial; USD 65.000 - 85.000; Jornada completa

Descripción de la vacante

Sierra Central Credit Union in California seeks a Call Center Lead to guide the team, manage opening/closing duties, and model performance while delivering exceptional member service and minimizing losses. The lead will also handle escalated calls and attend meetings on behalf of the Call Center Manager.

The role requires coaching abilities, strong communication, and proficiency with core Call Center systems, with a flexible schedule including nights and weekends.

Formación

• Excellent telephone etiquette.
• Strong verbal and written communication.
• Accurate with numbers.
• Detail-oriented.
• Ability to work under pressure with multiple projects and deadlines.
• Proven ability to work effectively with public, supervisors and co-workers.
• Proficiency in current Call Center programs (DNA/Core System, Talk Desk, Chat On-Line, Visa On-Line, Zelle, Payment by phone portal).

Responsabilidades

• Process Verifications of Deposits and data changes; correspondence with members.
• Train, coach, and develop call center reps.
• Conduct observations and provide coaching; document in Paylocity.
• Maintain high standard of member service and staff productivity.
• Cross-sell and refer member business referrals.
• Adhere to policies and security controls.
• Handle member escalations; take supervisor-required calls.
• Attend Talent and Development classes; lead by example.
• Flexible schedule, including nights and weekends.

Conocimientos

Excellent telephone etiquette

Verbal and written communication

Accuracy with numbers

Detail-oriented

Work under pressure

Teamwork and cooperation

Escalation handling

Educación

High school diploma or equivalent

Herramientas

DNA/Core System

Talk Desk

Chat On-Line

Visa On-Line

Zelle

Payport/Payment by phone portal

Architect

Card Valet

Mobile Banking

Client Central

Experian

Paylocity

Descripción del empleo

Sierra Central Credit Union in California seeks a Call Center Lead to guide the team, manage opening/closing duties, and model performance while delivering exceptional member service and minimizing losses. The lead will also handle escalated calls and attend meetings on behalf of the Call Center Manager.

The role requires coaching abilities, strong communication, and proficiency with core Call Center systems, with a flexible schedule including nights and weekends.