Call Center Supervisor
Chevron Federal Credit Union · United States · 1 mo ago
RemoteRemoteOTHR$68k–$94k/yrFull-time
We need to output HTML fragment with sections: About the role? The posting includes description about Chevron Federal Credit Union culture, benefits, etc. We need to include sections only when there is real specific content. Use for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections have content.
We have:
- Intro about Chevron Federal Credit Union: description of culture, benefits (Bonus/incentives, 401(k), medical/dental/vision, PTO, tuition reimbursement). That could be "About the role" or maybe "Benefits". The instruction: Use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content.
We have a "General Summary" describing supervises and monitors daily activities etc. That's responsibilities.
We have "Position Duties & Functions" with many bullet-like sentences. Those are responsibilities.
We have "Other Responsibilities". Also responsibilities.
We have "Position Requirements" with EXPERIENCE and EDUCATION, KNOWLEDGE And SKILLS, COMPETENCIES, PHYSICAL DEMANDS. Those could be Requirements, Qualifications, Skills.
We have "Salary And Benefits" with salary ranges per zone, incentive plan details. That's Pay and Benefits.
We have no explicit schedule info. So we should not create Schedule section.
We need to avoid boilerplate like EEO, equal opportunity, legal, etc. Remove those.
We need to preserve all substantive info, not invent.
We need to use
for headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which sections have content.
We have:
- Intro about Chevron Federal Credit Union: description of culture, benefits (Bonus/incentives, 401(k), medical/dental/vision, PTO, tuition reimbursement). That could be "About the role" or maybe "Benefits". The instruction: Use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we need to map content.
We have a "General Summary" describing supervises and monitors daily activities etc. That's responsibilities.
We have "Position Duties & Functions" with many bullet-like sentences. Those are responsibilities.
We have "Other Responsibilities". Also responsibilities.
We have "Position Requirements" with EXPERIENCE and EDUCATION, KNOWLEDGE And SKILLS, COMPETENCIES, PHYSICAL DEMANDS. Those could be Requirements, Qualifications, Skills.
We have "Salary And Benefits" with salary ranges per zone, incentive plan details. That's Pay and Benefits.
We have no explicit schedule info. So we should not create Schedule section.
We need to avoid boilerplate like EEO, equal opportunity, legal, etc. Remove those.
We need to preserve all substantive info, not invent.
We need to use - for any list of duties/requirements/benefits. So we need to turn bullet-like sentences into list items.
We need to use
for prose.
We must not repeat job title as heading. No job title given explicitly; but we can ignore.
We must not put Job ID/requisition numbers as headings.
We need to output only HTML fragment.
Let's structure:
About the role
Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $5 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:
- Bonus/incentives for all regular employees
- 401(k) with 8% company contribution
- Medical, dental, and vision insurance for employees and dependents paid at 80%
- PTO and paid sabbaticals
- Tuition reimbursement
Then Responsibilities: combine General Summary and Position Duties & Functions and Other Responsibilities.
We'll create a Responsibilities
then a for general summary prose? Or we can put general summary as
then list duties.
General Summary: "Supervises and monitors the daily activities of member support representatives, associates, and specialist agents, ensuring members are promptly and professionally serviced via the Call Center channel. Leads respective teams to success, delivering on key performance metrics, quality scores, operational soundness, and excellent member experiences. Responsible for ensuring agents are well trained in both soft and hard skills for appropriate level of development with the goal of developing confident and knowledgeable staff. Provides support to the AVP, Call Center Manager, reporting member service trends and making recommendations for improvement and highlighting successes. Has a strong commitment to delivering exceptional member service and developing staff to achieve goals and is passionate about coaching to success."
We can put that as
.
Then list duties from Position Duties & Functions and Other Responsibilities as
- .
We need to ensure we capture all duties.
Let's extract duties list:
From Position Duties & Functions:
- Coaches agents to success in the areas of key performance metrics, quality, and member survey scores.
- Performs deep dives and documents findings.
- Leads a team of outbound Call Center agents who deepen relationships and work opportunities and leads. (This is a special focus not applicable to all supervisors.)
- Provides system overrides, monitors Zoom chat, and responds to agent email requests to support staff in resolving member requests.
- Supports the Outbound Connection Team efforts and coaches staff to identify deepening relationship opportunities.
- Prepares and leads staff meetings and UKG conversations.
- Identifies coaching, training, and process improvement opportunities by reviewing survey comments and quality monitoring results and listening to live and recorded calls.
- Works with Call Center Operations to implement solutions for improvements.
- Ensures agents are available and ready to work assigned shifts, monitors agent availability and call queue performance, making necessary adjustments for proper coverage.
- Creates and delivers Actions Plans in Gallup for creative ways to keep staff engaged and motivated.
- Completes and delivers timely Performance Management documents, keeping management and the People Team informed of progression and issues.
- Ensures systems and applications are functional and reports events to IT and/or vendors to resolve issues.
- Keeps up to date with Credit Union information and operational changes by reading The Hub, emails, and information from other delivery channels and communicates appropriate information to staff in a timely manner.
- Notifies afterhours call center about Credit Union events, systems maintenance, and other outages to ensure appropriate coverage.
Other Responsibilities:
- Participates in projects impacting Call Center staff or functions.
- Takes on additional responsibility in the absence of the Call Center Manager.
- Other duties as assigned.
Also there are Operational And Administrative Responsibilities:
- Prepares coaching, performance, and UKG conversation documents for delivery to agents and reports out to manager.
- Prioritizes, monitors, and redistributes work for all Call Center Queues to meet deadlines and service level agreements and keeps management informed of delays or issues.
- Performs opening and closing procedures.
- Addresses complaints and keeps management and the People Team informed of potential issues.
- Assists AVP, Call Center Manager in the hiring process.
- Covers other supervisor shifts and daily support activities as needed.
- Completes time sheets, PTO requests, expense reports, invoices, and all tracking sheets accurately and timely.
We need to include those as duties as well.
Thus combine all.
Now Requirements/Qualifications/Skills.
We have:
EXPERIENCE and EDUCATION:
- 2 to 3 years’ related credit union or other financial institution deposit and/or online banking experience as a lead, supervisor, or manager is required.
- Bachelor’s degree preferred.
- Equivalent combination of education and experience may substitute for stated qualifications.
KNOWLEDGE And SKILLS:
- Ability to write and speak effectively in English using correct spelling and grammar.
- Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
- Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, and Excel.
- Moderate keyboard skills at 40 wpm.
- Excellent customer service skills.
COMPETENCIES:
- Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
- Initiative and self-direction.
- Ability to effectively communicate and collaborate with people at all levels.
- Sound problem-solving and decision-making ability, including the ability to prioritize.
- Ability to understand and align with our core competencies through daily projects and tasks: Growth Mindset Diversity & Inclusion Communication Change Ready Leadership Responsibility Problem Solving Tech & Data Savvy CU Business Acumen
PHYSICAL DEMANDS:
- Work involves extensive use of computers, up to eight hours per day. Appropriate vision, dexterity, and other physical abilities are required.
- May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds.
- Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies.
We need to map to sections: Requirements, Qualifications, Skills. The instruction says use headings for Requirements, Qualifications, Skills. We need to decide what goes where.
Typically: Requirements = experience and education; Qualifications = maybe knowledge and skills? Skills = competencies? But we can allocate as:
- Requirements: EXPERIENCE and EDUCATION.
- Qualifications: KNOWLEDGE And SKILLS (maybe also COMPETENCIES? but we have Skills heading).
- Skills: COMPETENCIES and PHYSICAL DEMANDS? Or we could put competencies under Skills and physical demands under Requirements? But better to follow typical: Requirements = experience/education; Qualifications = knowledge/skills; Skills = competencies. Physical demands maybe part of Requirements? But we can include under Requirements as a bullet.
We must not create sections with filler text. All have content.
Thus:
Requirements
- 2 to 3 years’ related credit union or other financial institution deposit and/or online banking experience as a lead, supervisor, or manager is required.
- Bachelor’s degree preferred.
- Equivalent combination of education and experience may substitute for stated qualifications.
- Work involves extensive use of computers, up to eight hours per day. Appropriate vision, dexterity, and other physical abilities are required.
- May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds.
- Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies.
Qualifications
- Ability to write and speak effectively in English using correct spelling and grammar.
- Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
- Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, and Excel.
- Moderate keyboard skills at 40 wpm.
- Excellent customer service skills.
Skills
- Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
- Initiative and self-direction.
- Ability to effectively communicate and collaborate with people at all levels.
- Sound problem-solving and decision-making ability, including the ability to prioritize.
- Ability to understand and align with our core competencies through daily projects and tasks: Growth Mindset, Diversity & Inclusion, Communication, Change Ready, Leadership, Responsibility, Problem Solving, Tech & Data Savvy, CU Business Acumen.
Now Benefits and Pay.
We have benefits listed earlier (Bonus/incentives, 401(k), medical/dental/vision, PTO and paid sabbaticals, tuition reimbursement). Also we have salary ranges per zone and incentive plan details.
We need Benefits section: list those benefits.
Pay section: salary ranges and incentive plan.
We should not create Schedule section.
Thus:
Benefits
- Bonus/incentives for all regular employees
- 401(k) with 8% company contribution
- Medical, dental, and vision insurance for employees and dependents paid at 80%
- PTO and paid sabbaticals
- Tuition reimbursement
Pay
Salary is based on qualifications and geographical location (Zone). Benefit information can be located on our Careers page here: https://www.chevronfcu.org/about-us/careers
- Zone 1: $68,392.00 - $94,039.00
- Zone 2: $62,236.72 - $85,575.49
- Zone 3:
for prose. We must not repeat job title as heading. No job title given explicitly; but we can ignore. We must not put Job ID/requisition numbers as headings. We need to output only HTML fragment. Let's structure:
About the role
Chevron Federal Credit Union is one of the top-run credit unions in the country – and one of the largest, with $5 billion in assets. Yet our corporate culture is not stuffy: the Team Spirit Committee runs fun activities and charitable events throughout the year, and work-life balance, mutual respect, diversity, and providing a voice for every employee are all important to us. As you might imagine, we provide competitive pay and great benefits, including:
- Bonus/incentives for all regular employees
- 401(k) with 8% company contribution
- Medical, dental, and vision insurance for employees and dependents paid at 80%
- PTO and paid sabbaticals
- Tuition reimbursement
Responsibilities
then afor general summary prose? Or we can put general summary as
then list duties. General Summary: "Supervises and monitors the daily activities of member support representatives, associates, and specialist agents, ensuring members are promptly and professionally serviced via the Call Center channel. Leads respective teams to success, delivering on key performance metrics, quality scores, operational soundness, and excellent member experiences. Responsible for ensuring agents are well trained in both soft and hard skills for appropriate level of development with the goal of developing confident and knowledgeable staff. Provides support to the AVP, Call Center Manager, reporting member service trends and making recommendations for improvement and highlighting successes. Has a strong commitment to delivering exceptional member service and developing staff to achieve goals and is passionate about coaching to success." We can put that as
. Then list duties from Position Duties & Functions and Other Responsibilities as
- .
We need to ensure we capture all duties.
Let's extract duties list:
From Position Duties & Functions:
- Coaches agents to success in the areas of key performance metrics, quality, and member survey scores.
- Performs deep dives and documents findings.
- Leads a team of outbound Call Center agents who deepen relationships and work opportunities and leads. (This is a special focus not applicable to all supervisors.)
- Provides system overrides, monitors Zoom chat, and responds to agent email requests to support staff in resolving member requests.
- Supports the Outbound Connection Team efforts and coaches staff to identify deepening relationship opportunities.
- Prepares and leads staff meetings and UKG conversations.
- Identifies coaching, training, and process improvement opportunities by reviewing survey comments and quality monitoring results and listening to live and recorded calls.
- Works with Call Center Operations to implement solutions for improvements.
- Ensures agents are available and ready to work assigned shifts, monitors agent availability and call queue performance, making necessary adjustments for proper coverage.
- Creates and delivers Actions Plans in Gallup for creative ways to keep staff engaged and motivated.
- Completes and delivers timely Performance Management documents, keeping management and the People Team informed of progression and issues.
- Ensures systems and applications are functional and reports events to IT and/or vendors to resolve issues.
- Keeps up to date with Credit Union information and operational changes by reading The Hub, emails, and information from other delivery channels and communicates appropriate information to staff in a timely manner.
- Notifies afterhours call center about Credit Union events, systems maintenance, and other outages to ensure appropriate coverage.
Other Responsibilities:
- Participates in projects impacting Call Center staff or functions.
- Takes on additional responsibility in the absence of the Call Center Manager.
- Other duties as assigned.
Also there are Operational And Administrative Responsibilities:
- Prepares coaching, performance, and UKG conversation documents for delivery to agents and reports out to manager.
- Prioritizes, monitors, and redistributes work for all Call Center Queues to meet deadlines and service level agreements and keeps management informed of delays or issues.
- Performs opening and closing procedures.
- Addresses complaints and keeps management and the People Team informed of potential issues.
- Assists AVP, Call Center Manager in the hiring process.
- Covers other supervisor shifts and daily support activities as needed.
- Completes time sheets, PTO requests, expense reports, invoices, and all tracking sheets accurately and timely.
We need to include those as duties as well.
Thus combine all.
Now Requirements/Qualifications/Skills.
We have:
EXPERIENCE and EDUCATION:
- 2 to 3 years’ related credit union or other financial institution deposit and/or online banking experience as a lead, supervisor, or manager is required.
- Bachelor’s degree preferred.
- Equivalent combination of education and experience may substitute for stated qualifications.
KNOWLEDGE And SKILLS:
- Ability to write and speak effectively in English using correct spelling and grammar.
- Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
- Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, and Excel.
- Moderate keyboard skills at 40 wpm.
- Excellent customer service skills.
COMPETENCIES:
- Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
- Initiative and self-direction.
- Ability to effectively communicate and collaborate with people at all levels.
- Sound problem-solving and decision-making ability, including the ability to prioritize.
- Ability to understand and align with our core competencies through daily projects and tasks: Growth Mindset Diversity & Inclusion Communication Change Ready Leadership Responsibility Problem Solving Tech & Data Savvy CU Business Acumen
PHYSICAL DEMANDS:
- Work involves extensive use of computers, up to eight hours per day. Appropriate vision, dexterity, and other physical abilities are required.
- May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds.
- Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies.
We need to map to sections: Requirements, Qualifications, Skills. The instruction says use headings for Requirements, Qualifications, Skills. We need to decide what goes where.
Typically: Requirements = experience and education; Qualifications = maybe knowledge and skills? Skills = competencies? But we can allocate as:
- Requirements: EXPERIENCE and EDUCATION.
- Qualifications: KNOWLEDGE And SKILLS (maybe also COMPETENCIES? but we have Skills heading).
- Skills: COMPETENCIES and PHYSICAL DEMANDS? Or we could put competencies under Skills and physical demands under Requirements? But better to follow typical: Requirements = experience/education; Qualifications = knowledge/skills; Skills = competencies. Physical demands maybe part of Requirements? But we can include under Requirements as a bullet.
We must not create sections with filler text. All have content.
Thus:
Requirements
- 2 to 3 years’ related credit union or other financial institution deposit and/or online banking experience as a lead, supervisor, or manager is required.
- Bachelor’s degree preferred.
- Equivalent combination of education and experience may substitute for stated qualifications.
- Work involves extensive use of computers, up to eight hours per day. Appropriate vision, dexterity, and other physical abilities are required.
- May include occasional pushing, pulling, or carrying objects weighing up to 20 pounds.
- Must be able to speak and present on the telephone and/or through digital means of communication, including but not limited to Zoom/Teams/or other video technologies.
Qualifications
- Ability to write and speak effectively in English using correct spelling and grammar.
- Basic math skills including the ability to compute rates, ratios, and percentages using a 10-key.
- Proficient in the use of basic applications in a Windows-based environment, including Outlook, Word, and Excel.
- Moderate keyboard skills at 40 wpm.
- Excellent customer service skills.
Skills
- Ability to learn quickly and adapt to change; ability to quickly learn specialized applications and systems.
- Initiative and self-direction.
- Ability to effectively communicate and collaborate with people at all levels.
- Sound problem-solving and decision-making ability, including the ability to prioritize.
- Ability to understand and align with our core competencies through daily projects and tasks: Growth Mindset, Diversity & Inclusion, Communication, Change Ready, Leadership, Responsibility, Problem Solving, Tech & Data Savvy, CU Business Acumen.
Benefits
- Bonus/incentives for all regular employees
- 401(k) with 8% company contribution
- Medical, dental, and vision insurance for employees and dependents paid at 80%
- PTO and paid sabbaticals
- Tuition reimbursement
Pay
Salary is based on qualifications and geographical location (Zone). Benefit information can be located on our Careers page here: https://www.chevronfcu.org/about-us/careers
- Zone 1: $68,392.00 - $94,039.00
- Zone 2: $62,236.72 - $85,575.49
- Zone 3: