Contact Center Team Lead
On-siteNewport News, Virginia, United States
Job Summary
Lead the Contact Center team by supervising daily operations, guiding workflow, and coaching behaviors to improve member experience and operational efficiency. Respond to member requests, problems, and concerns across telephone, email, web chat, and other channels while addressing checking, savings, and loan needs. Serve as a liaison between members and the Credit Union, directing inquiries to appropriate staff. Cross-sell products and services to drive referral opportunities. Monitor productivity and service trends to reinforce quality standards and support first-contact resolution. Act as the primary supervisor in the absence of the Department Supervisor or Manager.
Required Qualifications
- Education up to the equivalent of a four-year high school education
- 1-3 years' previous teller, member service, or loan-related experience
- Overall knowledge of general credit union operational procedures to include but not limited to member services, member accounts, e-branch/e-statements, Chat/Web messaging, IVR systems, ATM and debit card, loan processes and procedures
- Ability to adhere to BayPort Credit Union's Core Values: Integrity, Be Bold, Compassion, Diversity, Innovation, It's On Me, and One Team
- Strong customer service skills to include telephone and e-mail/Internet skills, strong data entry skills
- Ability to operate a PC including typing and utilizing Microsoft Word and Excel
- Attentive to detail, problem-solving, organizational skills, and the ability to multi-task
- Demonstrated to have a strong ability to effectively communicate with various levels
- We maintain a drug-free workplace and reserve the right to perform pre-employment substance abuse testing
Desired Qualifications
- Previous experience working in a call center or heavy phone usage environment
- Member Service and Loan product knowledge
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