Call Center Supervisor

Mass Bay Credit Union; Boston (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Mass Bay Credit Union in Boston, MA seeks a Contact Center Supervisor to oversee daily operations of the contact center, drive member service excellence, and ensure adherence to policies and procedures. You will lead, coach, and develop the team, prioritize tasks, and achieve performance goals.

The role emphasizes building strong member relationships, handling complex inquiries, improving processes, and collaborating with branches to protect member interests and reduce fraud.

Qualifications

• High School diploma or equivalent experience and at least three years of related experience preferred; some supervisory or management experience preferred.
• Candidate should demonstrate the desire and ability to engage in ongoing development as a coach and leader.
• Internally, this position provides opportunity for the professional growth and advancement of Mass Bay Credit Union employees.

Responsibilities

• Leadership and Employee Development
• Prepares coaching and career development plans for contact center associates.
• Ensure a member-centric environment in which building strong relationships is a fundamental priority.
• Inspire and motivate team members, offer recognition and lead by example.
• Consistently engage in meaningful coaching sessions, both formal and informal.
• Identify talent, develop team members through training, regular coaching, and conducting employee performance assessments.
• Empower team members, foster their professional growth, and encourage a strong sense of teamwork.
• Assist branch administration in recruiting, interviewing, hiring, scheduling, supervising, and evaluating employees.
• Identifies and resolves problems in a timely manner and develops alternative solutions to improve upon the contact center efficiencies.
• Ensures Contact Center Associates have the knowledge and skills to answer member inquiries quickly and efficiently.
• Handling complaints, concerns and questions from members.
• Delivering high standards of service to members by making the most effective and efficient use of staff and technology resources.
• Sets expectations to responses of member electronic messaging in a timely manner, such as; Banno messages, emails, phone messages and online membership application inquiries.
• Balances resources and evaluates operating methods and procedures, makes recommendations for improvements and implements approved changes to ensure optimal service is provided and productivity is maximized.
• Strong advocate for the Mass Bay Credit Union brand.
• Makes recommendations on reducing and protecting members from fraud.
• Strong written and verbal communication skills
• Ability to multi-task and prioritize.
• Adheres to all Mass Bay Credit Union's policies, procedures and regulations.
• Provides transaction overrides and guidance to Contact Center Associates during complex member interactions, including challenging member and ITM transactions.
• Proficiency with computer software and the internet with particular focus on contact center software.
• Ability to effectively interact with all levels of management.
• Oversees all growth and service activities related to Contact Center calls (inbound and outbound), ITMs and online membership applications.
• Develops partnerships with other department supervisors and managers to maximize member relationships.
• Able to demonstrate a high level of proficiency with Mass Bay Credit Union's digital technology offerings.
• Oversees all growth and service activities related to Contact Center calls (inbound and outbound), ITMs and online membership applications.
• Identifies opportunities to expand member relationships during every interaction.
• Responsible for the achievement of goals in accordance with company standards; hires, coaches and trains department personnel to ensure success. Promotes a growth and service environment, provides coaching and develops strategies as needed.
• Prepares progress, growth and productivity reports for analysis purposes; maintains performance reports, collects, analyzes and summarizes trends for key metrics including call handling, call waiting, call accuracy and ITM transactions.

Skills

Leadership

Coaching

Member service

Communication

Education

High School diploma or equivalent

Tools

CRM software

Job description

Job purpose

The Contact Center Supervisor is responsible for the day-to-day activities of the contact center. Ensures that the contact center is in accordance with policies, procedures and regulations. Oversee and lead in accordance to the PICK US culture through exceptional Member service. Oversee goals, effectively prioritize tasks, achieve results and accepts accountability.

Duties and responsibilities

• Leadership and Employee Development
• Prepares coaching and career development plans for contact center associates.
• Ensure a member-centric environment in which building strong relationships is a fundamental priority.
• Inspire and motivate team members, offer recognition and lead by example.
• Consistently engage in meaningful coaching sessions, both formal and informal.
• Identify talent, develop team members through training, regular coaching, and conducting employee performance assessments.
• Empower team members, foster their professional growth, and encourage a strong sense of teamwork.
• Assist branch administration in recruiting, interviewing, hiring, scheduling, supervising, and evaluating employees.
• Identifies and resolves problems in a timely manner and develops alternative solutions to improve upon the contact center efficiencies.

Member Experience

• Ensures Contact Center Associates have the knowledge and skills to answer member inquiries quickly and efficiently.
• Handling complaints, concerns and questions from members.
• Delivering high standards of service to members by making the most effective and efficient use of staff and technology resources.
• Sets expectations to responses of member electronic messaging in a timely manner, such as; Banno messages, emails, phone messages and online membership application inquiries.

Operational Proficiency

• Balances resources and evaluates operating methods and procedures, makes recommendations for improvements and implements approved changes to ensure optimal service is provided and productivity is maximized.
• Strong advocate for the Mass Bay Credit Union brand.
• Makes recommendations on reducing and protecting members from fraud.
• Strong written and verbal communication skills
• Ability to multi-task and prioritize.
• Adheres to all Mass Bay Credit Union's policies, procedures and regulations.
• Provides transaction overrides and guidance to Contact Center Associates during complex member interactions, including challenging member and ITM transactions.

Business Acumen and Technical Knowledge

• Proficiency with computer software and the internet with particular focus on contact center software.
• Ability to effectively interact with all levels of management.
• Oversees all growth and service activities related to Contact Center calls (inbound and outbound), ITMs and online membership applications.
• Develops partnerships with other department supervisors and managers to maximize member relationships.
• Able to demonstrate a high level of proficiency with Mass Bay Credit Union's digital technology offerings.

Business Development and Growth Management

• Oversees all growth and service activities related to Contact Center calls (inbound and outbound), ITMs and online membership applications.
• Identifies opportunities to expand member relationships during every interaction.
• Responsible for the achievement of goals in accordance with company standards; hires, coaches and trains department personnel to ensure success. Promotes a growth and service environment, provides coaching and develops strategies as needed.
• Prepares progress, growth and productivity reports for analysis purposes; maintains performance reports, collects, analyzes and summarizes trends for key metrics including call handling, call waiting, call accuracy and ITM transactions.

Qualifications

• High School diploma or equivalent experience and at least three years of related experience preferred; some supervisory or management experience preferred. Candidate should demonstrate the desire and ability to engage in ongoing development as a coach and leader. Internally, this position provides opportunity for the professional growth and advancement of Mass Bay Credit Union employees.

Working conditions

• Works mostly at a desk and chair
• Traveling to other branch locations may be required.

Physical requirements

• Ability to lift and carry objects up to 25 pounds
• Ability to use keyboard, monitor and other standard office equipment

Direct reports

Contact Center Representatives

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible responsibilities, tasks, and duties.