Supervisor, Contact Center Support Services

Essential Functions & Responsibilities

• Oversee the day-to-day performance of Contact Center Support Services Representatives, ensuring alignment with service standards and team goals.
• Provide coaching, guidance, and performance feedback to support individual and team development.
• Monitor team members for product knowledge, cross-sell abilities, member service quality, and adherence to procedures.
• Model the highest standards of member service and professionalism.
• Foster a collaborative, accountable, and member-focused team culture aligned with The Apple Way principles.
• Interviews, recommends for hire, schedules, assigns work to, counsels, coaches, establishes performance expectations, writes timely performance reviews, and recommends the discipline and/or discharge of subordinate staff members, while maintaining required personnel documentation.
• Motivate, recognize, and empower team members to promote retention, loyalty, and a positive working environment.
• Provide real-time support to Contact Center Support Services, including assisting with calls and resolving member issues on the first contact.
• Handle escalated and complex member interactions with professionalism, including irate or high-stakes situations.
• Maintain subject matter expertise by taking calls during high-volume periods and staying current on Credit Union products, services, and systems.
• Analyze member needs and recommend appropriate Apple products and services to enhance member satisfaction and engagement.
• Maintains subject matter expertise by taking calls during high-volume periods and staying current on Credit Union products, services, and systems.
• Maintain daily Contact Center Support Services operations and work assignments, including but not limited to helpdesk tickets, hotline calls, escalated calls, service events, and providing visible floor support for all agents.
• Works Call Center Hotline, documenting issues and bringing to the attention of Contact Center Management Team.
• Adhere to credit union policies, procedures, and regulatory requirements, including the Bank Secrecy Act. Recognize and respond to suspicious activity such as phishing, kiting, and account takeover.
• Promote a culture of fraud awareness and member protection.
• Provides supervision for Contact Center when Management is unavailable, including supervising on Saturdays.
• Perform other duties as assigned by the Contact Center leadership team.

Experience

• Minimum of two (2) years experience in a call center environment required.

Interpersonal Skills

• Work involves extensive personal contact with others and is often confidential in nature.
• Motivating, influencing, and/or training others is key at this level.
• Proven expertise in effectively engaging employees by building trusting relationships and creating a fun working atmosphere based on Apples core values.
• Ability to work as a team member, as well as independently.
• Ability to perform comfortably in a fast-paced, member centric work environment.

Other Skills

• Demonstrated knowledge of member service and loan policies.
• Previous telephone sales and customer service experience.
• Efficient in all Microsoft Office 365 systems.
• Understanding of ACD metrics preferred.