Contact Center Supervisor

About the role

The Contact Center Supervisor at Self-Help will play a crucial role in supporting the day-to-day operations of the Contact Center team in Hendersonville, NC. The ideal candidate will have a strong background in contact center or financial institution experience, with a minimum of two years in a supervisory role.

Responsibilities

• Assist with hiring and onboarding new employees.
• Oversees and directs the day-to-day activities of Contact Center Specialists.
• Maintain high level of knowledge of all credit union products and services.
• Collaborate with other supervisors and management team members to support agents to meet call center goals, and maximize member satisfaction.
• Resolve member complaints in a professional manner focusing on excellent member service.
• Handle all written correspondence in a professional manner.
• Prepare monthly & annual performance reports.
• Provide feedback to improve performance with Contact Center key metrics such as call abandonment, calls waiting, etc.
• Hold staff accountable for achieving individual and department goals.
• Participate in monthly one-on-one’s with staff as well as annual performance reviews.
• Keep management informed on issues and problems.
• Suggest possible improvements.

Requirements

• High school diploma or equivalent education.
• Two or more years of contact center or financial institution experience, with a minimum of two years in a supervisory role.
• Strong commitment to our mission – creating economic opportunity for traditionally underserved communities.
• Strong understanding of cultural competency.
• Preference for working in organizations that place priority on teamwork and collaboration.
• Professional demeanor, proven leadership ability, strong organizational and communication skills, and must value a high degree of accuracy.
• Ability to multi-task, set priorities and manage time effectively.
• Computer proficiency.
• Knowledge in contact center software, online and mobile banking services preferred.
• Flexible in hours including evenings and weekends.
• Bilingual Spanish/English required.
• Ability and willingness to travel and work overtime as needed.

Skills

• Excellent communication skills.
• Strong problem-solving abilities.
• Ability to handle multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite.

Benefits

Competitive nonprofit compensation, based on experience, plus a generous benefits package. This includes health insurance, retirement plans, paid time off, and more.

Pay

$51,700 - $77,500 annually

Schedule

Flexible hours including evenings and weekends.

Equal Opportunity Employer

Self-Help is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.