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Travis Credit Union Supervisor, Contact Center in Vacaville, California

Supervisor, Contact Center

Tracking Code

20-035

Job Description

Summary: Contact Center Management is responsible for ensuring outstanding and professional member service via Contact Center channels (phone, chat, email). Management engages with both Travis Credit Union (TCU) members and TCU leadership in delivering member support. Excellence of customer service is the basis of TCU’s strategy and organization.

Profile:

  • Oversees and directs the daily operation of the department, while fostering collaboration and improving the organizations contact center support channels.

  • Is responsible for department organizational planning, along with operational design and implementation for all aspects of the contact center.

  • As part of management responsibilities, will foster a positive and engaging work environment through management use of TCU’s Talent Management tools, such as: performance reviews, rewards and recognition, performance plan development, behavioral trend analyses, root cause assessments and career path planning.

  • Responsible for Early-to-Late-Stage development of department performance analyses and reporting methodologies.

  • Ownership of process improvement and implementation strategies, along with cost efficiencies and ROI analyses on proposed quality improvements.

  • Maintains current and strategic regulatory knowledge ensuring departmental compliance and employee development. Regulatory coverage is State, Federal, Industry and TCU Internal requirements.

Not all functions/tasks are listed above; however those listed are considered essential.

Required Skills

Skills:

  • Ability to provide leadership, support, motivation and professional development to the contact center staff.

  • Demonstrated ability in project management, process efficiency, systems management and excellent employee relations.

  • Ability to facilitate consensus and develop positive working relationships throughout the organization.

  • Ability to work in a fast-paced, team-oriented environment and complete assigned tasks within allotted timeframes.

  • Strong analytical skills required to proactively research and resolve problems.

  • Ability to self-direct and use independent judgment to make decisions.

  • Ability to know when to escalate issues to senior management.

  • Strong professional verbal and written communication and interpersonal skills.

Required Experience

  • BA/BS in Business or related field or equivalent work experience.

  • Minimum of 4 years in supervisory or leadership role.

  • Other qualifications/experience:

  • Minimum 5 years inbound call center experience

Job Location

Vacaville, California, United States

Position Type

Full-Time/Regular

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