Contact Center Supervisor - Solutions Support
United Nations Federal Credit Union

New York, New York

This job has expired.


Why join this team

This position is remote.

NYC Salary Range - $83,130 - $85,000 annually; compensation is commensurate to geographic location.

Provide effective supervision of Contact Center Operations Support staff and oversee daily departmental operations. Coach, monitor, motivate, and train staff. Ensure correspondence are responded to accurately and in a timely manner. Complete performance snapshots and design development plans for staff. Drive achievement of assigned goals and objectives. Ensure compliance with federal and state laws and regulations and UNFCU's Code of Ethics & Business Conduct.

What you'll do

  • Lead team of Contact Center Operations Support staff that support administering and executing the defined complaints and escalations process.
  • Monitor Tier 2 support queue ensuring that calls are answered in a timely manner.
  • Regularly evaluate performance of the Contact Center Operations Support team, ensuring staff is applying service excellence consistently in each interaction.
  • Conduct ongoing quality reviews of member inquiries/requests from all interaction channels to ensure service rendered is compliant with UNFCU's policies and procedures.
  • Monitor Contact Center Operations Support team to ensure adherence to service level standards, providing support where needed in order to meet key performance goals.
  • Allocate resources for various projects that impact member service, ensuring clear oversight of team assignments.
  • Support the development and maintenance of procedures and workflows, ensuring procedures are closely evaluated for intuitiveness and efficiency, leading to a frictionless member experience.
  • Analyze data from various resources (Qualtrics, Case Management, Quality Scores, etc.) to make recommendations to leadership that will help drive improvement in quality or training.
  • Ensure staff utilizes the service excellence model to deepen connections, and better understand others' needs by asking effective questions and building relationships.
  • Ensure staff utilizes the service excellence model to be trusted advisors when providing tier 2 support that best presents the features and benefits of UNFCU's products and services to meet others' needs.
  • Assist staff in resolving complex requests and complaints within a timely manner.
  • Demonstrate resourcefulness in determining solutions for member complaints.
  • Conduct ongoing research of member interaction issues to promote first-call resolution.
What we're seeking
  • Bachelor's degree, or some college coursework completed, and 3-5 years of progressive contact center experience, preferably within a banking/financial institution
  • Previous leadership experience required
  • Experience dealing with a dynamically changing work environment
  • Computer aptitude, including intermediate Microsoft Office skills and call center technology experience, such as phone switch software, reporting software and workforce management applications
  • Full range of knowledge of banking and contact center products, services, policies and procedures including sales
What makes you stand out
  • Previous leadership experience dealing with a dynamically changing work environment
  • 3-5 years of progressive contact center experience, preferably within a banking/financial institution
Who we are

UNFCU is a global not-for-profit financial institution that serves the UN community. We are committed to providing peace of mind to our members and colleagues and strive to achieve service excellence in all that we do. The best part of UNFCU is the people. Those that choose to work with us often find personal fulfillment, professional growth and a purposeful culture.


This job has expired.

Get Hired Faster

Subscribe to job alerts and upload your resume!

*By registering with our site, you agree to our
Terms and Privacy Policy.

More Banking jobs


Southwest Georgia Farm Credit
Dawson, Georgia
Posted about 2 hours ago
Kitsap Credit Union
Bremerton, Washington
Posted about 2 hours ago
Kitsap Credit Union
Bremerton, Washington
Posted about 2 hours ago
View Banking jobs ยป