Member Engagement Supevisor
Role Overview
A Member Services Supervisor oversees the daily operations of a contact center team, ensuring specialists meet performance targets while delivering excellent member service. This role involves the resolution of member issues, driving quality assurance, managing correspondence, maintaining operational soundness, achieving sales and referral goals, and handling calls efficiently. The Supervisor fosters team development through training, ensures proper use of technology and drives process improvements. Primary responsibilities include coaching Member Services Specialists, adjusting staffing to meet call volume requirements, promoting a member-centric environment, conducting quality assurance evaluations and driving behaviors to achieve desired results.
Requirements
Leadership: Oversees the daily operations of their team to meet key performance indicator goals. Tracks, monitors and reports on metrics; leading process improvements for efficiency.
Member Service: Maintains an environment that drives member satisfaction. Manages escalated situations and ensures positive levels of sentiment & issue resolution, meeting established targets.
Training & Development: Coaches and advises Member Engagement Specialists, fostering an environment for knowledge enhancement and career growth.
Scheduling: Optimizes staffing to ensure member satisfaction throughout all business hours. Assigns tasks and is proactive in ensuring coverage for fluctuations in member interaction volume.
Quality Assurance: Reviews calls and interactions for compliance, accuracy and cross-sell purposes. Identifies opportunities to strengthen the team’s performance in measured categories of abandonment rates, speed of answer [wait times], hold times and member satisfaction.
Collaboration: Works in unison with other teams within the Member Engagement department, to include digital services, digital accounts and quality assurance.
Full Job Posting
About the role
A Member Services Supervisor oversees the daily operations of a contact center team, ensuring specialists meet performance targets while delivering excellent member service. This role involves the resolution of member issues, driving quality assurance, managing correspondence, maintaining operational soundness, achieving sales and referral goals, and handling calls efficiently. The Supervisor fosters team development through training, ensures proper use of technology and drives process improvements. Primary responsibilities include coaching Member Services Specialists, adjusting staffing to meet call volume requirements, promoting a member-centric environment, conducting quality assurance evaluations and driving behaviors to achieve desired results.
Requirements
Leadership: Oversees the daily operations of their team to meet key performance indicator goals. Tracks, monitors and reports on metrics; leading process improvements for efficiency.
Member Service: Maintains an environment that drives member satisfaction. Manages escalated situations and ensures positive levels of sentiment & issue resolution, meeting established targets.
Training & Development: Coaches and advises Member Engagement Specialists, fostering an environment for knowledge enhancement and career growth.
Scheduling: Optimizes staffing to ensure member satisfaction throughout all business hours. Assigns tasks and is proactive in ensuring coverage for fluctuations in member interaction volume.
Quality Assurance: Reviews calls and interactions for compliance, accuracy and cross-sell purposes. Identifies opportunities to strengthen the team’s performance in measured categories of abandonment rates, speed of answer [wait times], hold times and member satisfaction.
Collaboration: Works in unison with other teams within the Member Engagement department, to include digital services, digital accounts and quality assurance.
Qualifications
- 3+ years of experience delivering a consistent, positive service experience in a contact center environment – Management preferred.
- Prior credit union or banking experience.
- Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation.
- Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact during communication.
- Outstanding communication skills, both verbal and written.
- Ability to coach, train and motivate employees.
- Emotional Intelligence: Ability to empathize with others, while controlling impulsive feelings & behaviors to manage your emotions in a positive, healthy way.
Top benefits or perks
- Joining Lafayette Federal comes with perks to support you in your personal and professional journey. We provide employees with a generous benefits package including:
- Employer paid (99.9%) health insurance premium for single and family coverage (HMO Plan)
- Fully funded deductible (HMO Plan)
- 401k employer matching contribution
- Income protection with life insurance, short and long-term disability
- Paid time off, holiday leave & birthday leave
- Educational assistance
- Commuter benefits program and more!
- Pay: $61,000 - $77,000 annually depending on experience and qualifications .
- The job posting highlights the most critical responsibilities and requirements of the job. It is not all-inclusive. There may be additional duties, responsibilities, and qualifications for this job.
About Lafayette Federal Credit Union
Member-owned nonprofit credit union serving Washington-area members with savings, checking, loans, and mortgages.
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