Member Experience Lead, Contact Center

ICCU; Chubbuck (ID); In loco; USD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

Idaho Central Credit Union (ICCU) is seeking a Member Contact Center Supervisor in Chubbuck, ID to lead a team of 10–20 agents. You will ensure exceptional member experiences by upholding service standards and driving continuous performance improvement.

You will coach, mentor, and evaluate agents, oversee daily operations, manage timecards, and align team efforts with ICCU's values and strategic goals. The role requires leadership, collaboration with other supervisors, and the ability to handle

Competenze

• Bachelor's Degree or equivalent experience.
• Minimum of one year experience in a supervisory role.
• Ability to work with other department Supervisors and to manage all personnel within the department.
• Ability to communicate effectively with administration and cope with pressure.

Mansioni

• Lead and develop a team of 10-20 Member Contact Center Agents.
• Coach to the Sales and Service Program and elevate Eagle Service Standards.
• Oversee daily operations and drive improvement in agent performance.
• Approve timecards on a bi-weekly basis and prepare development plans.
• Analyze reports to identify improvements and resolve escalated member issues.

Conoscenze

Leadership

Coaching

Customer service

Staff scheduling

Performance coaching

Communication

Formazione

Bachelor's degree or equivalent experience

Descrizione del lavoro

Idaho Central Credit Union (ICCU) is seeking a Member Contact Center Supervisor in Chubbuck, ID to lead a team of 10–20 agents. You will ensure exceptional member experiences by upholding service standards and driving continuous performance improvement.

You will coach, mentor, and evaluate agents, oversee daily operations, manage timecards, and align team efforts with ICCU's values and strategic goals. The role requires leadership, collaboration with other supervisors, and the ability to handle