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Supervisor Member Care
Alliant Credit Union
Chicago, USA
Full-time
Mid-Senior
Hybrid
$57,500 to $89,500 annually
Discovered 1 weeks ago
Contact center operationsEmployee coaching and developmentPerformance managementMember serviceSales and service metricsHiring and onboarding
Free
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Contact center operationsEmployee coaching and developmentPerformance management
Role Overview
Lead and coach employees performing day-to-day contact center operations.
Partner with management to improve employee development, performance, member service quality, and product knowledge.
Key Skills for This Role
Contact center operationsEmployee coaching and developmentPerformance managementMember serviceSales and service metricsHiring and onboarding
Full Job Posting
Role Overview
Lead and coach employees performing day-to-day contact center operations.
Partner with management to improve employee development, performance, member service quality, and product knowledge.
Essential Responsibilities
- Manage and develop an assigned contact center team to achieve individual, team, and organizational goals.
- Lead hiring, onboarding, training, and retention for the assigned team.
- Monitor calls and provide side-by-side coaching, real-time feedback, motivation, and recognition.
- Ensure regulatory, compliance, product, sales, and recurring training is completed on time.
- Assess team performance against quality, sales, and service goals.
- Resolve member escalations and collaborate with other departments on member issues.
- Maintain development plans, consistent performance management, and regular coaching and feedback.
- Ensure business transactions comply with Bank Secrecy Act requirements and applicable policies and laws.
Education and Experience
- High school diploma or equivalent required.
- At least five years of sales, customer service, or related experience required.
- Four-year bachelor’s degree in finance, business, or a related field preferred.
- One year of people-management experience preferred.
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