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)
Jordan Credit Union seeks an employee who cares about the financial needs of our members and will do everything they can to make our member's day better. He/She must find satisfaction in serving others, understand the value and purpose of their job, strive for personal growth and excellence, and work autonomously through learning and innovation.
HOURS
Monday through Friday from 8:45 am to 6:15 pm with a half day off each week.
DUTIES
Assist members and potential members with their telephone and text requests in a quick, courteous, and accurate manner. Maintain a pleasing and professional demeanor while addressing member concerns and questions. Act as liaison between members and other internal departments, transferring calls and texts to appropriate staff.
QUALIFICATIONS
You must be 18 years or older to work for Jordan Credit Union. Ability to fluently speak, read, and write in both Spanish and English is preferred.
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