Contact Center Team Lead (NC, Winston-Salem) - Allegacy Federal Credit Union

Allegacy Federal Credit Union

Employee Job Description

January 16, 2024

Job Title: Contact Center Team Lead Job Code:

Reports To: Contact Center Assistant Manager

Role Accountability

At Allegacy, there’s a common thread that runs through all of us. It’s our commitment to doing right and our promise to members to always do the right thing for their wellbeing. Every employee in our organization is accountable to living out our brand in meaningful ways as our promise motivates our beliefs, our behaviors, and the benefits we share together. In order to achieve this state of success, this position will ensure the Contact Center Representatives are delivering the highest quality of service to our members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution.

Nature and Scope

The Team Lead will coach and develop Contact Center Representatives to ensure efficient daily operations, quality outcomes and internal and external member satisfaction. The Team Lead will assist with organizing outbound call initiatives, providing leadership and guidance to representatives, handling escalated member issues beyond Operations Support and ensuring extraordinary member service. The Team Lead will also keep the Contact Center Management Team informed of outstanding department issues, opportunities to improve team performance, and disciplinary actions, if appropriate.

Specific Accountabilities

• Responsible for exceptional member service by ensuring employees deliver consistently high quality service to both internal and external members that is in alignment with our brand culture
• Train, coach and develop each employee to their highest potential by identifying their areas for improvement and appropriately coaching, training or correcting the employees’ performance
• Monitor agent calls and complete on the spot monitoring and coaching
• Analyze monthly and weekly reports/statistics and make recommendations for improvement
• Ensure understanding of Key Performance Indicators and company-wide objectives
• Ensure that employees meet sales and/or service goals as established by the credit union
• Meet goals and key performance indicators as determined by senior management
• Escalate performance deficiencies to the Contact Center Manager for additional coaching
• Recognize employees who perform at a high level
• Possess effective knowledge of the credit union’s products and services
• Monitor call volume and agent activity to be proactive in meeting member call demand to ensure efficient Contact Center operations
• Assist with Inbound or Outbound calls on high call volume days
• Approve wire transfer increase and mobile deposit limit increase requests over $10,000.00
• Drive processes that deliver improved member satisfaction levels per business targets and objectives
• Demonstrate enthusiastic support of corporate mission, core values and long-term objectives
• Perform job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and work procedures
• Perform other duties as assigned

Knowledge, skills and Abilities

• Demonstrated ability to communicate effectively with co-workers of all backgrounds
• Excellent computer skills with knowledge of Microsoft Office products and the Internet
• Willingness and ability to adapt to change including advances in technology
• Have knowledge of technical and operational aspects of a Contact Center
• Knowledge of credit union core system preferred
• Problem solving abilities
• Time management skills
• Able to work productively and effectively under pressure
• Able to remain flexible with shifting and conflicting priorities
• Experience in successfully handling high call volumes
• Able to implement, monitor and evaluate changes
• Able to maintain strict confidentiality
• Availability to work flexible hours, including weekends and evenings as required

Education and Experience:

• High School Diploma
• Associate’s degree or equivalent work experience
• Minimum 1 year experience in a customer service environment required
• Employee coaching and development experience strongly preferred