• HYBRID Contact Center Supervisor

    Aston Carter Anaheim, CA 92805

    Job #2314068763

  • Description:

    Assists department management team in the supervision and operations of a multiple communication channel contact center and creates an environment where staff consistently focuses on delivering Signature Experiences. Fosters a culture within the department that reinforces member service, teamwork and collaboration, financial discipline, operational integrity, process improvement and efficiency. Models desired behavior and promotes optimal member engagement.

    Provides leadership, guidance, motivation and development through use of the Omega Coaching Model. Responsible for a team of call center representatives. Tracks teams performance, development, attendance and payroll. Leads, trains and coaches staff to perform transactions, establish memberships, share and loan accounts and related products and services.

    Skills:

    Call center, Customer service, Management skills, finance, banking

    Additional Skills & Qualifications:

    Consistently provides a high level of service and is committed to increasing member and call center staff satisfaction. Demonstrates adherence to the Member Contact Center (MCC) Service Standards in addition to enforcement and modeling of our Mission Statement, Core Values and Team Attributes.

    Promotes advocacy and takes personal responsibility to ensure that member and employee issues are handled properly at the first point of contact. Focuses on delivering Signature Experiences and achieving successful results in the Member Experience Surveys.

    Provides direct and indirect reports with guidance on policy and procedure, escalated calls, transaction approvals, performance documentation and tracking. Completes employee payroll, team status reports, creation and presentment of individual development plans, disciplinary documents and employee reviews.

    Provides guidance, motivation and performance improvement relating to agent performance, quality assurance, errors, individual agent goals and career path by use of one-on-one coaching and team meetings. Works with department management in relation to personnel issues, concerns or service requests.

    Maintains advanced knowledge of products and services. Performs day-to-day transactions for members including, but not limited to deposits, withdrawals, transfers and transaction approvals. Answers member and employee inquiries and provides information in accordance with Credit Union policies and procedures for statement requests, stop payments, fraud claims, insurance of accounts, and other deposit account-related needs and consumer loans.

    Assists members with savings products, including checking, certificate and money market accounts. Assists on the MCC support queues such as MCC Supervisor Queue and Loans by Phone Supervisor Queue and provides guidance on policy, procedure and assistance with escalations. Assists in performing Floor Monitor function, researching and responding to member surveys.

    Requires knowledge of consumer

    Experience Level:

    Intermediate Level

    About Aston Carter:

    Please Note: Scammers are posing as Aston Carter. We'll never contact you via Gmail, Telegram, or WhatsApp and we'll never solicit money from you.

    At Aston Carter, we're dedicated to expanding career opportunities for the skilled professionals who power our business. Our success is driven by the talented, motivated people who join our team across a range of positions - from recruiting, sales and delivery to corporate roles. As part of our team, employees have the opportunity for long-term career success, where hard work is rewarded and the potential for growth is limitless.

    Established in 1997, Aston Carter is a leading staffing and consulting firm, providing high-caliber talent and premium services to more than 7,000 companies across North America. Spanning four continents and more than 200 offices, we extend our clients' capabilities by seeking solvers and delivering solutions to address today's workforce challenges. For organizations looking for innovative solutions shaped by critical-thinking professionals, visit ~~~. Aston Carter is a company within Allegis Group, a global leader in talent solutions.

    The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

    If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call ~~~ or email ~~~ (~~~) for other accommodation options. However, if you have questions about this position, please contact the Recruiter located at the bottom of the job posting. The Recruiter is the sole point of contact for questions about this position.

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