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contact centre supervisor
Title posted on indeed.com - Supervisor, Contact Centre
Posted on June 20, 2024 by Employer details SASCU Credit Union
Job details
We invite you to lead a team where you can feel good about the work you do and the positive impact you will have in the communities we serve in the Shuswap region. We believe in fostering a work environment that is the perfect blend of friendliness, support, and professionalism, not to mention fun! As the *Supervisor of SASCU?s Contact Centre*, you will lead the day-to-day activities of the Contact Centre Specialists to achieve objectives, ensure operational efficiency, and that SASCU?s Member Experience is consistently delivered through all contact channels. This position provides coaching to staff to execute SASCU?s sales and advice strategy and achieve member and employee engagement targets. It actively interacts with members via electronic and digital channels. *What you?ll do:* * Lead and develop the Contact Centre Specialists to actively identify opportunities to recommend products and services to meet member needs and make quality referrals to sales teams as appropriate. * Work with the Manager, Contact Centre to develop a proactive strategy to continually add value during member interactions and have a positive impact on the community. * Provide oversight and support to the Contact Centre Specialists, including scheduling and assignment of work, and identification of priorities and team workloads. * Support staff by being a resource and providing coaching, guidance, and technical direction. * Take ownership of member concerns and resolve or support Contact Centre staff in correcting complex and/or difficult member service situations. * Lead reports through the annual performance management process using goal setting, interim reviews, feedback and year-end reviews to improve results. * Works with the Manager, Contact Centre to collect and analyze Contact Centre statistics to proactively improve service delivery. * Conduct and oversee a variety of audit activities to ensure compliance with procedures, policies, and regulations. *What you?ll bring:* * Two years of post-secondary education. * Four to six years of progressive financial industry experience, including experience within a call or contact centre. * Leadership experience and mutual funds license are preferred. *You?re perfect for this role if you:* * Demonstrate leadership and coaching skills. * Have solid knowledge of financial products, services, procedures, and regulations. * Are experienced with contact centre technologies. * Possess excellent communication and interpersonal skills. * Are committed to continuous learning and self-development. *We invest in our employees by offering:* * A competitive base salary ($59,200 ? $74,000 per year) plus performance-based incentive pay, and a pension plan with SASCU matching all funds. * Comprehensive group benefits coverage including extended health and dental care, travel insurance, and life insurance, and an Employee and Family Assistance Program. * Flexible spending account for additional health and personal wellness activities and expenses. * Flexible work arrangements and paid time off including vacation, medical/care time, personal days, and paid community volunteering. * Opportunities for career growth, financial assistance for training and development, and rewards and recognition. * Additional benefits including waived or reduced banking fees and reduced rates on personal loans and mortgages. This position is full-time, Tuesday to Saturday. It is an excellent opportunity for a community-minded individual to further their career within a successful and growing organization. If this sounds like you, let us know! *Our Commitment to Diversity and Inclusion:* SASCU is an equal opportunity employer committed to supporting Diversity and Inclusion. We recruit and select applicants for employment solely based on their qualifications, with emphasis on selecting the best-qualified person for the job. We support an inclusive environment where employees feel empowered to share their experiences, ideas, and persp- LocationSalmon Arm, BC
- Salary$59,200 to $74,000YEAR annually
- Terms of employment Permanent employmentFull time
- Start date Starts as soon as possible
- vacancies 1 vacancy
- Source indeed.com #9331422948
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