Member Care Center Team Lead - OneAZ Credit Union
Overview
As the Member Care Center Team Lead, you will own daily operations for a high-volume contact center supporting 100+ associates. You will coach on Cisco telephony and Microsoft Office tools, ensuring a 10% or less abandon rate. You will partner with supervisors to drive quality and service. This role stands out for its focus on associate development and cross-selling of financial products.
What You'll Do9
- 1Coach associates on Cisco call handling, quality monitoring, and workflow to meet member service levels.
- 2Monitor and maintain an abandon rate of 10% or less by adjusting staffing and queue strategies.
- 3Resolve escalated member issues directly, applying judgment to guarantee satisfaction.
- 4Support daily staff scheduling, floor management, and mentoring for the Member Care Center.
- 5Analyze call data to prepare performance reports and recommend process improvements.
- 6Develop and update training materials, delivering onboarding and cross-selling education.
- 7Assist associates with Microsoft Office tools for account research, transactions, and loan servicing.
- 8Perform account maintenance, loan calculations, and member inquiries for savings and checking products.
- 9Drive referral and sales goals by explaining and promoting credit union products and services.
Requirements8
- 13+ years in a call center or financial institution environment.
- 23-5 years of related experience preferred.
- 3High school diploma or GED; associate's degree preferred.
- 4Experience with Cisco telephony and call quality monitoring preferred.
- 5Advanced knowledge of Microsoft Office products including spreadsheets, Outlook, and Word.
- 6Strong problem-solving and data analysis skills.
- 7Excellent verbal and written communication skills.
- 8Demonstrated leadership in a customer support environment.
Salary Insight
$50 - $62k per year
Location
Required Skills
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