Supervisor of Call Center - Sign-On Bonus 1,500.00
Tampa , FL
Share
Posted Today
Apply Now Processing...
Email Job
Apply Now Processing...
Email Job
Job Description
Come join our GTE Financial team!
We are looking for a leader to ensure an exceptional member and employee experience. As a leader you will coach, develop, and motivate your team to achieve their full potential to support the credit union's corporate goals and strategic plan. While providing solutions and advice, one-touch member resolution, and actively promoting all credit union products/services to support our members.
What does GTE look for in a Supervisor-Member Care Team?
Talent Leadership:
• Monitors, coaches, motivates and counsel's advocates to achieve sales/service and productivity Key Performance Indicators (KPIs) in an ongoing development process.
• Coaches advocates using the Integrity Coaching principles providing frequent feedback.
• Trains advocates, to ensure they have opportunity to cross-train to perform additional department functions.
• Coaches and mentors' advocates by establishing and maintaining productivity levels; Focus on coaching advocates on needs-based selling and the AIDINC process to enhance the member relationship.
• Completes, formal documented coaching sessions for all staff weekly.
• Implements innovative recognition and incentive programs to motivate top performers exceeding goals.
Operational:
• Responsible for knowledge of all departmental related systems and ensuring that those systems are working properly.
• Manage and support internal help desk and escalation line.
• Provide support for all areas of Member Care, which include ITM sessions, call center, and virtual chats to maintain SLAs.
• Responsible for ensuring advocate adherence in providing a remarkable member experience by complying with all regulations, policies, procedures, and processes within the Credit Union and Member Care Department.
• Creates staffing schedules, monitors metrics and staffing for maximum efficiency. Resource for advocate assistance, escalations, complex member issues and final resolution ensuring a positive member experience.
• Effectively manages change, recommends, and communicates procedural changes to staff ensuring understanding and proficiency.
• Acts as a liaison to resolve member concerns when multiple departments are involved. Manages and/or supports strategic projects by fulfilling related tasks.
• Must demonstrate functional knowledge of the Bank Secrecy Act in addition to other Federal laws, including but not limited to U.S. Patriot Act, Office of Foreign Assets & Control, Anti-Money Laundering, Right to Financial Privacy Act, and the Bank Bribery Act.
• Bilingual Preferred.
Position Details:
• Location: Downtown Tampa - GTE Headquarters
• Department Hours: Saturday - Sunday (7:00 am to 8:00 pm)
Full-time hours required, with additional hours as necessary to accomplish objectives, goals, and projects.
Required Qualifications:
• High school diploma or equivalent. Some college preferred
• Min 3-5 years of experience with at least 1-year supervisory experience or combination of education and experience
• Experience working in a call center or high-volume customer-facing environment preferred
Required for Hybrid rotation:
• A quiet workplace so you can focus on delivering excellent service to our members
• Some positions will require performance standards to be met to qualify for alternative work arrangements
• Required to have power and high-speed internet over 100MB (minimum)
• Video capability (connection of 1.5 Mbps up and down recommended)
• Candidates must provide and meet all technical requirements prior to the first day of training
• Hybrid candidates must live within driving distance of the office location and be able to regularly commute to and from the office location as needed
• Remote candidates must be able to attend on-premises meetings as required and/or requested
• Hot spots are not authorized
Come and join our award- winning team.
GTE Financial is an Equal Opportunity Employer.
The safety of our employees and members is our utmost priority.GTE Financial has implemented a policy requiring Covid-19 vaccination as a condition of employment. GTE is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact .
Note: The above statements describe the general nature and level of the work being performed and are not an exhaustive list of all responsibilities of an employee in this job. GTE Reserves the right to revise or change job duties at any time as directed by management. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
Equal Opportunity Employer – minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity. GTE Financial is committed to the policy of providing equal employment opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees without regard to sex, race, color, religion, national origin, age, disability, sexual orientation or veteran status.
Read More
Apply Now Processing...
Job Summary
Company
GTE Financial
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
3 to 5 years