This position leads a team in the day-to-day operations of the National Contact Center. As a representative of management, align with the Credit Union's mission, vision, values and strategic goals, ensuring adherence to policies, procedures and regulations while fostering a positive and engaging work environment and member experience.Shift: Monday - Friday 10:00AM - 7:00PM, with rotating every 4th Saturday 9:00AM - 1:00PM
Essential FunctionsSupport Phone/Chat Specialists in answering incoming calls, addressing inquiries, resolving issues, and delivering a best-in-class member experience in line with company policies, and regulations.Coach employees to enhance member service efficiency, ensure quality assurance, maintain accuracy, drive sales, and achieve high member satisfaction.Proactively educate members on the features and benefit of the Credit Union's products and services, actively cross-sell and make qualified referrals for additional offerings.Cultivate a positive work environment that encourages team members to excel by developing meaningful relationships.Act as the second point of escalation for handling member complaints and complex matters.Monitor daily performance and provide coaching and development with member satisfaction as the top priority.Regularly provide situational leadership and coaching around schedule adherence, average handle time, quality assurance, and customer satisfaction.Ability to build a culture of caring for team members while advocating for career advancement.Stay updated with compliance and regulatory changes, ensuring operational procedures and policies are current.Manage a team with both on site and remote working staff.Efficiently schedule and conduct 1-1 meetings and team meetings with assigned direct reports with minimal direction.Maintain a positive attitude during stressful situations.Possess comprehensive knowledge of all services and systems.Carries out leadership responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and provide training to employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act.
