Inbound Contact Center Supervisor jobs in Colchester, VT

Inbound Contact Center Supervisor supervises inbound contact center agents and operations focusing on selling products or services. Monitors metrics and targets for service volume, sales, and timeliness. Being an Inbound Contact Center Supervisor responds to escalated calls with remedies or solutions. Implements sales and product training to update staff on product and service offerings, customer response standards, scripts, operational policies, and procedures. Additionally, Inbound Contact Center Supervisor prepares staff work schedules to ensure coverage and coordinate training. May require a bachelor's degree. Typically reports to a manager or head of a unit/department. The Inbound Contact Center Supervisor 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 an Inbound Contact Center Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)

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Contact Center Supervisor
  • New England Federal Credit Union
  • South Burlington, VT FULL_TIME
  • Position: Contact Center Supervisor

    Hours: Normal schedule between: Monday-Friday, 8:00am – 6:00pm, and every other Saturday, 9:00am-1:00pm, w/alternate day off

    Location: 88 Technology Park Way in South Burlington, VT

    Position description:

    The Contact Center Supervisor provides supervisory and operational support to Contact Center employees. Coordinates work scheduling and workflow in the department. Ensures that all employees maintain high levels of member service and receive coaching and training regularly. Monitors call volumes and service levels for optimal performance and ensures that Member Relationship Development objectives are met. Evaluates and makes decisions based on employee performance and hiring. Acts as liaison between impacted members, agents, and other departments when applicable. Has specialized knowledge of NEFCU business processes (policy/procedure), product/services, regulatory requirements, and credit union-wide knowledge, with a focus on digital knowledge and troubleshooting.


    Specific duties include:

    • Coach, counsel, develop, and support Contact Center member service representatives to provide quality interactions and service to all members; Provide weekly coaching to each employee by providing feedback to ensure quality conversations; answer employee questions as needed.
    • Encourage staff to actively participate in continuing education and learning opportunities and ensure all new employees are thoroughly trained in all phases of the job
    • Foster a team atmosphere and set the example by providing leadership for change and supporting strategic initiatives of the department and NEFCU. Promote and support employee and team morale.
    • Ensure consistent day-to-day operations of Contact Center to meet member/management expectations. Consistently monitor and adjust staff schedule to meet service level goals as well as quality goals.
    • Supervise workflow and weekly/daily scheduling and coverage of all Contact Center employees including Saturdays, training scheduling, manage breaks and lunchtime to ensure coverage and make sure within time allotment to meet service and quality level department goals.
    • Provide oversight and direction to staff; Communicate expectations, manage performance, and coordinate performance reviews.
    • Provide information updates for Contact Center staff (software, system issues, workflow, products, services, policy and procedure changes). Communicate the resolution of system issues as identified by members and staff.
    • Act as liaison between impacted members, agents, and other departments to maintain communication and collaboration.
    • Review Service Level reports and take action as needed regarding number of calls, abandon rate, wait times, outages for online services; reviews handle time, follow-up, and after call work (ACW).
    • Meet weekly with Associate VP, Contact Center to discuss team and game plans. Meet Weekly with AVP, Contact Center and peer to discuss developing coaching skills and department functionality.
    • Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

    Qualifications:

    • A two-year college degree or completion of a specialized course of study at a business or trade school equivalent to approximately 64 credit hours.
    • Three years to five years of similar or related experience, including preparatory experience. Familiarity with bank or credit union products and services.
    • Supervisory or coaching experience preferred, preferably in a call center environment.
    • A significant level of trust, credibility and diplomacy is required.
    • Communication; People Management; Engagement/Connecting with Others.

    EOE

  • 20 Days Ago

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Contact Center Member Service Associate
  • New England Federal Credit Union
  • Montpelier, VT FULL_TIME
  • New England Federal Credit Union is recruiting for Member Service Associates to join our Contact Center in South Burlington OR Montpelier! These team members will provide efficient, accurate, and poli...
  • 1 Month Ago

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Operations Supervisor, Laboratory and Donor Center
  • CVPH Medical Center
  • Plattsburgh, NY FULL_TIME
  • Overview Responsibilities include providing support to ensure daily operations for the laboratory and blood donor center. Expectations include donor program management, personnel management, orientati...
  • 22 Days Ago

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Housekeeping Supervisor
  • Burlington Center
  • Burlington, VT FULL_TIME
  • Genesis is one of the nations' leading provider of healthcare services from short-term to long-term care and a wide variety of living options and professional clinical services. Why Genesis? We improv...
  • 7 Days Ago

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RN- Supervisor
  • Essex Center
  • Plattsburgh, NY FULL_TIME
  • Essex Center is hiring a Registered Nurse (RN) Supervisor in Elizabethtown, NY. Essex Center offers the following benefits: Tuition Reimbursement Program! Generous pay rates based on experience Flexib...
  • 1 Month Ago

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Nurse Supervisor
  • Essex Center
  • Plattsburgh, NY FULL_TIME
  • Essex Center is hiring a Registered Nurse (RN) Supervisor in Elizabethtown, NY. Essex Center offers the following benefits: Tuition Reimbursement Program! Generous pay rates based on experience Flexib...
  • 1 Month Ago

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0 Inbound Contact Center Supervisor jobs found in Colchester, VT area

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Customer Service Specialist
  • Adapt Health LLC
  • South Burlington, VT
  • AdaptHealth Opportunity - Apply Today! At AdaptHealth we offer full-service home medical equipment products and services...
  • 3/28/2024 12:00:00 AM

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Registered Nurse - Intake & Hospital Liaison
  • Uvm Health Network Home Health & Hospice
  • Colchester, VT
  • Unit Description: The Intake and Referral department is at the core of our home health and hospice operations, bridging ...
  • 3/28/2024 12:00:00 AM

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Central Sterile Reprocessing Instrument Coordinator
  • The University Of Vermont Medical Center
  • Burlington, VT
  • JOB DESCRIPTION: The Central Sterile Reprocessing (CSR) Instrument Coordinator manages and administers scope (rigid and ...
  • 3/28/2024 12:00:00 AM

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Marketing Administrator
  • Pete's RV Center
  • South Burlington, VT
  • Under the guidance of the marketing director, the marketing administrator gains a strong grasp of current marketing tool...
  • 3/27/2024 12:00:00 AM

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Licensed Professional Mental Health Counselor- OCA
  • Department of Veterans Affairs
  • South Burlington, VT
  • Summary * This is an OPEN CONTINUOUS ANNOUNCEMENTfor multiple locations/positions that will remain open until May 13, 20...
  • 3/26/2024 12:00:00 AM

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Psychologist - OCA
  • Department of Veterans Affairs
  • South Burlington, VT
  • Summary This position is eligible for the Education Debt Reduction Program (EDRP), a student loan payment reimbursement ...
  • 3/26/2024 12:00:00 AM

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Marriage and Family Therapist OCA
  • Department of Veterans Affairs
  • South Burlington, VT
  • Summary * This is an OPEN CONTINUOUS ANNOUNCEMENTfor multiple locations/positions that will remain open until May 13, 20...
  • 3/26/2024 12:00:00 AM

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Sales Support Lead
  • Lumber Liquidators
  • Williston, VT
  • $19/hr + Monthly Bonus + GENEROUS BENEFITS!! *401k Company Match, $0 Medical Cost Option, Up to 5 Weeks PTO + More! Appl...
  • 3/24/2024 12:00:00 AM

Colchester is a town in Chittenden County, Vermont, United States. The population was 17,067 as of the 2010 census. It is the fourth-most populous municipality and second-most populous town in the state of Vermont. Colchester is a suburb of Burlington–Vermont's most populous municipality. The town is directly to Burlington's north on the eastern shore of Lake Champlain to the west of the Green Mountains. The Vermont National Guard is based in the town, and it is also home to the campus of Saint Michael's College. Colchester is located on the shore of Malletts Bay, part of Lake Champlain. The w...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Inbound Contact Center Supervisor jobs
$53,501 to $73,934
Colchester, Vermont area prices
were up 1.6% from a year ago

Inbound Contact Center Supervisor in Utica, NY
All employees are part of one team and all supervisors are supes of that team.
January 17, 2020