Call Center Supervisor

**Description** North Jersey Federal Credit Union is a member-focused financial institution dedicated to providing exceptional service and innovative solutions to our community. We are committed to fostering a positive and collaborative work environment where employees can thrive and make a real difference. We are seeking a dynamic and experienced Call Center Lead to join our team. In this fast-paced environment, you will play a crucial role in ensuring the efficient and effective operation of our call center, delivering outstanding member service, and driving team performance. You will be responsible for leading, coaching, and developing a team of call center representatives, ensuring adherence to quality standards, and achieving key performance metrics. **Job Role / Responsibilities:** Team Leadership & Development: - Supervise, mentor, and motivate call center staff to achieve individual and team performance goals. - Provide ongoing coaching, feedback, and training on policies, procedures, products, and services. - Conduct regular team meetings and individual performance reviews. - Foster a positive and collaborative team environment. Call Monitoring & Quality Assurance: - Monitor and evaluate call center performance through daily and weekly call monitoring. - Ensure adherence to quality assurance standards and identify areas for improvement. - Provide constructive feedback to representatives to enhance call quality and member satisfaction. Performance Management & Reporting: - Monitor and analyze call center metrics (e.g., call volume, average handle time, first call resolution) to identify trends and areas for improvement. - Prepare and present regular reports on team performance and key metrics. - Ensure staff understands their metrics and is working towards achieving goals. Member Service & Problem Resolution: - Provide exceptional member service by answering inquiries, resolving complex problems, and processing transactions via phone and email. - Act as a point of escalation for complex member issues and ensure timely resolution. - Collaborate with other departments to resolve member issues and provide seamless service. Account Opening Oversight: - Oversee and assist with the online account opening process, ensuring accuracy and efficiency. - Provide support and guidance to members regarding online account applications. - Ensure all regulations are being followed regarding the account opening process. Cross-Selling & Product Knowledge: - Promote and cross-sell credit union products and services to meet member needs and achieve sales targets. - Maintain a thorough understanding of all credit union products and services. Policy & Procedure Compliance: - Ensure adherence to all credit union policies, procedures, and regulatory requirements. - Stay up-to-date on industry trends and best practices. **Qualifications** **What you will need to have:** - At least 2 years of experience in a call center environment with individual goals. - At least 2 years in a leadership role with team goals. - High school degree or GED required. **What would be great to have:** - Experience with RingCentral phone system. - At least 1 year of experience working in a financial institution. - Spanish speaking. **Credit Union Benefits** - Medical/RX - Dental Insurance - Vision Insurance - Health Savings Account - Vacation Time - Sick/Personal Time - Paid Holidays - Referral and Incentive Bonus Program - 401(k) with Company Match - Employee Discounts - Credit Union Membership and Discounts - Employee Assistance Program - Tuition Reimbursement - Paid Training **Schedule** - Monday to Friday - Weekend availability - In-Person position, **not** remote