Call Center Training Supervisor
Suncoast Credit Union
169 reviews
6804 E Hillsborough Ave, Tampa, FL 33610
$42,000 - $55,000 a year - Full-time
Suncoast Credit Union
169 reviews
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Responded to 75% or more applications in the past 30 days, typically within 3 days.
Job details
Salary
$42,000 - $55,000 a year
Job Type
Full-time
Number of hires for this role
1
Qualifications
• • Training & development: 3 years (Required)
Full Job Description The Supervisor is an energetic and highly motivated leader who has a deep understanding of empathy, empowerment, and ownership. The supervisor is responsible for instilling Suncoasts’ culture of service excellence to new and current MCC Advocates. The supervisor will accomplish this by leading and developing a team of Service Ambassadors who will perform “on-the-job training” for all new MCC Advocates, facilitate on-site/remote coaching, and develop product and service knowledge material to ensure quality of service is provided to all internal and external members.
Duties and Responsibilities
· Assigns work and delegates responsibilities to staff and monitors progress to ensure goals are met in a timely manner, and high-quality member service is maintained.
· Assists with personnel activities of staff, such as hiring, training, performance reviews, disciplinary matters, rewarding, and motivating.
· Cultivates strong working relationships and builds trust among team members.
· Confers with functional heads, Learning & Development, and Quality Assurance departments to determine training needs.
· Builds working relationships with key internal partners (MCC Operations, WFM, etc.)
· Interprets data to identify needs for coaching, and product knowledge/skill refresher programs. Develops and implements those programs.
· Supervises Talent Ambassadors regarding “on-the-job” coaching provided to new MCC employees.
· Provides staff with information, direction, resources, feedback and support needed to successfully complete job responsibilities.
· Conduct staff meetings to discuss topics of concerns from staff, other areas, and members.
· Manages content made available in E3 MCC Team site
· Evaluates, resolves, and reports daily service and departmental efficiencies.
· Attends job-specific training classes as requested by manager.
Minimum Education, Experience and Skill Requirements
High school diploma or equivalent. Bachelor’s degree, or CCUE or PCUE designation, desired. Active pursuit of higher education is also acceptable.
3 or more years of experience leading a team in delivering excellent service. Supervisor and financial institution experience preferred.
Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines. Accurate, detail-oriented, and organized.
Excellent knowledge and understanding of Credit Union products, services, policies, and procedures.
Excellent knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities.
Excellent knowledge and understanding of all Credit Union computer systems and software applications required to perform job duties.
Excellent verbal and written communication, interpersonal skills, and phone etiquette. Must be comfortable analyzing information and problem solving.
Must be able to work under minimal supervision.
Must be able to maintain a high level of confidentiality.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job the employee is regularly required to sit for extended periods; stand and walk; use hands and fingers, to handle, or feel; reach with hands and arms; talk and hear, using a telephone with handset or headset. Must be able to lift and carry up to 10 pounds. Vision requirements include close and classroom vision. Regularly required to work other than normal business hours.
Disclaimer
This job description is not intended to be all inclusive. Employee may perform other related duties as assigned to meet the on-going needs of the Care Center and the Credit Union.
Job Type: Full-time
Pay: $42,000.00 - $55,000.00 per year
Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Tuition reimbursement
• Vision insurance
Schedule:
• 8 hour shift
Supplemental Pay:
• Bonus pay
Experience:
• Training & development: 3 years (Required)
Work Location: One location