Contact Center Team Lead

About the Role

The Contact Center Team Lead serves as a resource for team members, reinforcing quality and service standards, supporting first-contact resolution, monitoring productivity and service trends, and coaching behaviors that improve member experience, operational efficiency, and referral opportunities. This role supports the daily leadership and performance of the Contact Center by guiding team workflow, assisting representatives, and ensuring members receive accurate, efficient, and professional service across telephone, email, web chat, and other approved communication channels.

Responsibilities

• Serves as a team supervisor in daily operating functions and acts in a managerial role in the absence of the Department Supervisor and/or Department Manager.
• Provides further assistance to the Contact Center when necessary.
• Acts as a liaison between the member and the Credit Union.
• Responds to members’ requests, problems, and concerns and/or directs them to the appropriate person for assistance.
• Handles members’ checking account needs.
• Handles members’ savings account needs.
• Handles members’ loan needs.
• Cross-sells other products and services.

Requirements

• Education equivalent to a four-year high school diploma.
• 1-3 years of previous teller, member service, or loan-related experience.
• Overall knowledge of general credit union operational procedures, including but not limited to member services, member accounts, e-branch/e-statements, Chat/Web messaging, IVR systems, ATM and debit card, loan processes, and procedures.

Preferred Qualifications

• Previous experience working in a call center or heavy phone usage environment.
• Member Service and Loan product knowledge.

Skills

• Ability to adhere to BayPort Credit Union’s Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It’s On Me, and One Team.
• Strong customer service skills, including telephone and email/Internet skills, as well as strong data entry skills.
• Proficiency in operating a PC, including typing and utilizing Microsoft Word and Excel.
• Attentive to detail, problem-solving, organizational skills, and the ability to multi-task.
• Strong ability to effectively communicate with various levels.