• Call Center Supervisor

    Location US-NY-Long Island City
    Customer Service
  • Overview

    Supervise, coach, monitor, motivate, and train staff. Conduct ongoing quality reviews. Ensure that all member phone calls, chats, emails and correspondence are responded to accurately and in a timely manner. Provide effective supervision of Call Centre staff and oversee daily departmental operations.  Complete performance reviews, including quarterly reviews, and design development plans.  Drive achievement of goals and objectives.  


    • Supervise Call Centre staff to ensure that all member phone calls, chats, emails and correspondence are responded to and resolved within quality guidelines.
    • Conduct ongoing quality reviews of member inquiries/requests from all interaction channels to ensure the level of service rendered is within UNFCU standards and quality guidelines.
    • Ensure MSR staff utilizes the UNFCU sales and service model to provide a memorable member experience at each and every touch point.
    • Ensure MSR staff utilizes the UNFCU sales and service model to deepen connections with members to better understand their needs by asking effective questions and building relationships.
    • Ensure MSR staff utilizes the UNFCU sales and service model to become a trusted advisor to members by presenting the features and benefits of UNFCU’s products and services that will best satisfy their current and future needs.
    • Apply the UNFCU service model to ensure that members’ concerns, problems and complaints are responded to and resolved immediately in a fair and positive fashion, resulting in the recovery of member satisfaction and continued member loyalty.
    • Monitor sales results and execute monthly coaching sessions with MSR staff using the Con2ect Member Experience Model to satisfy member needs, develop sales skills, and meet established targets.
    • Develop, train, coach, evaluate, and motivate MSR staff to maximize performance and foster a service and sales culture of excellence; ensure high quality sales and service and thorough member interactions in accordance with UNFCU’s BEST principles and sales and service model.
    • Assist staff in resolving complex member 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.
    • Provide member information and assistance to other departments to resolve member inquiries

    • Complete ad-hoc requests and projects to meet department needs


    • Bachelor’s degree, or some college coursework completed, and 7-10 years of progressive call center experience, preferably within a banking/financial institution
    • Previous leadership experience required
    • Full range of knowledge of banking and call center products, services, policies and procedures including sales
    • 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


    Leading the organization:
    • managing change
    • solving problems and making decisions
    • managing politics and influencing others
    • taking risks and innovating
    • managing the work
    • enhancing business skills and knowledge
    • understanding and navigating the organization
    Leading the self:
    • demonstrating ethics and integrity
    • displaying drive and purpose
    • exhibiting leadership stature
    • increasing your capacity to learn
    • managing yourself
    • increasing self-awareness
    • developing adaptability
    Leading others:
    • communicating effectively
    • developing others
    • valuing diversity and inclusion
    • building and maintaining relationships
    • managing effective teams and work groups


    • Standard office conditions
    • Willingness to work flexible shifts, including extended hours and weekends. 


    In addition to any specific job requirements in connection with Bank Secrecy Act and/or OFAC (BSA), employee must (i) be aware of BSA matters commensurate with the position; (ii) report any suspicious activity to the manager or compliance department; and (iii) satisfactorily complete any required BSA training.



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