The MCC Operations Supervisor plays an integral part in the daily operations of the high-volume call center. The key objective of this role is to maintain superior member service by ensuring the daily functions of the contact center are performed accurately. An ideal candidate exemplifies the highest level of customer service, demonstrates leadership skills, and effectively manages performance.
Suncoast Credit Union is consistently chosen as a Top Workplace because its employees genuinely #LoveWork! Employees flourish in an inclusive culture celebrating growth and prioritizing the community. Chartered in 1934, Suncoast has never furloughed any employees. To attract the highest quality candidates, Suncoast Credit Union offers a comprehensive benefits package including, but not limited to:
Get the benefits you deserve from an organization that cares about your well-being, inside and outside the workplace. Join a team that supports a healthy body, healthy mind, and healthy work-life balance!
Responsibilities:
Communicate with members to discuss complaints and resolve escalated issues
Identify, research, and resolve complex member account problems
Delegate responsibilities to staff and monitor progress to ensure area goals are met
Supervise assigned staff to ensure the Member Care Center functions are performed accurately and timely
Manage call center queues and monitor wait times
Ensure data communication between members and credit union staff is prompt and accurate to meet the standards of the organization
Observe assigned staff calls to determine if additional training is needed, and follow up with management on the outcome of counseling and recommendations
Support staff by providing information, direction, resources, or feedback to successfully complete job responsibilities
Conduct periodic staff meetings to discuss topics of concern
Grant approvals and authorize transactions above agents’ authorization levels
Evaluate, resolve, and report daily service and departmental efficiencies
Review and recommend new methods or procedures to make daily operations more efficient
Qualifications:
3+ years of progressively responsible experience in a call center environment, preferably with a financial institution.
Supervisory experience preferred
Ability to prioritize tasks, deal effectively with competing and changing priorities to meet deadlines
Accurate, detail-oriented, and organized with task management
Ability to analyze and resolve complex problems
Good knowledge and understanding of the credit union products, services, policies, and procedures pertinent to the job
Good knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities
Good knowledge and understanding of all credit union computer systems and software applications required to perform job duties
Good communication skills (written, verbal and interpersonal) to interact effectively with members, staff, vendors, and government regulators
Ability to communicate policies, practices, and procedures for direct reports and other stakeholders to understand
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