Contact Center Supervisor
- Expired: September 25, 2020. Applications are no longer accepted.
M-F 7:30-4:30 (40 hours/week) 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.
Travis Credit Union
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