Contact Center Team Leader (Includes Selling) supervises contact center agents that make and receive calls focused on selling and promoting products or services. Monitors and evaluates interactions, workflow, and metrics to meet performance standards and sales targets. Being a Contact Center Team Leader (Includes Selling) coaches agents in best practices to respond to customer inquiries using scripts, dialogues, or talking points and how to identify opportunities to upsell additional products and services. Ensures that routine service requests are processed or redirected correctly. Additionally, Contact Center Team Leader (Includes Selling) responds to and resolves escalated issues or transfers complex requests to appropriate support teams. Prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a head of a unit/department. The Contact Center Team Leader (Includes Selling) supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Contact Center Team Leader (Includes Selling) typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Summary/Objective
At R.I.A. Federal Credit Union, the primary focus of the Contact Center Representative, is to improve the financial well-being of our members.
This is accomplished through:
Essential Functions
Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions:
Competencies
Supervisory Responsibility
No supervisory responsibilities.
Physical Demands
While performing the duties of this job, the employee is regularly required to spend considerable time sitting at a desk, complete work using a computer, regularly answer phone calls, and interact with employees at all levels of the organization. The employee will occasionally lift and move up to 25 pounds.
Type/Expected Hours of Work
This is a full-time position. While normal hours of work and days for R.I.A. Federal Credit Union are Monday through Thursday, 8:00 a.m. to 5:00 p.m., Friday, 8:00 a.m. to 6:00 p.m., and Saturday 8:00 a.m. to 12:00 p.m., hours for this position reflect branch attendance, but may vary based on job related requirements.
Travel
Less than 10% travel is expected for this position; some local travel in the Quad City area.
Required Education and Experience
EEO Statement
R.I.A. Federal Credit Union believes in equal employment opportunity for all employees and applicants for employment. Our companys success depends on the effective utilization of qualified individuals regardless of their race, creed, color, religion, sexual orientation, age, ancestry, national origin, disability, military or veteran status or any other characteristic protected by law. We will not discriminate on the basis of these characteristics in a personnel action including, but not limited to, hiring, training, promotions, transfers, demotions, benefits, compensation, discipline, termination and any other conditions or privileges of employment.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time to adjust and adapt to the changing needs of the business.
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