Virtual Channels Supervisor

Reports directly to the Interactive Manager. Areas of responsibility include supporting our team members and leaders with member interactions.

Responsibilities

• Train, coach, motivate, recognize, assign queue work, and monitor work daily in support of department goals.
• Maintain a continuous floor/team chat presence.
• Conduct account-level research and monitor call trends to promote superior service.
• Handle escalated member calls and provide problem resolution.
• Effectively supervise and coach Solution Center team members in a fast-paced environment.
• Partner to resolve issues within the Member Solutions team and remove barriers.
• Monitor daily queue coverage and phone staffing needs.
• Drive morale and identify ways to recognize strong performance.
• Host and participate in team meetings to ensure communication is consistent and timely.
• Participate in candidate interviews when recruitment needs arise.
• Meet all required deadlines.
• Achieve department goals while operating within budgetary guidelines.
• Understand and be aware of possible suspicious activities or transactions by members or team members, promptly notifying management as required by credit union policy.
• May be asked to fill in for the Interactive Managers during vacations or other absences.

Requirements

• Strong verbal and written communication skills for interfacing with staff and management.
• Strong leadership skills to ensure full staffing, consistent remote monitoring, thorough reviews, adequate training, and staff development needs are met.
• Analytical ability to understand and interpret various reports and data.
• Ability to understand and interpret goals.
• Strong problem-solving skills.
• Self-motivated with the ability to work independently.
• Demonstrate ability to remain calm in emotionally tense situations.
• Maintain a professional work demeanor and environment at all times.
• Able to work flexible hours to meet the demands and needs of the team.
• Exceptional judgment in offering service to members, adhering to policy, and other applicable regulations while protecting credit union assets.
• Strong knowledge and experience in creating strong member experiences.
• Ability to prioritize work and remain organized.
• Good credit history.

Schedule

• Monday – Friday: 8:00 AM – 7:00 PM
• Saturdays: 8:00 AM – 5:00 PM

Pay

$26.00 - $34.00 per hour (Higher compensation may be considered based on experience, qualifications, and internal equity).

Benefits

Chartway offers a competitive salary and a comprehensive benefits package.

Location: Virginia Beach, Virginia