Inbound Contact Center Supervisor jobs in Columbia, MO

Scott Credit Union’s Contact Center Manager is an accomplished leader with a strong operational and call center background and knowledge of call center metrics and key performance indicators. Conducts effective resource planning to maximize the productivity of resources for the member contact center (people, technology etc.)  Champions strategies that will enhance service performance through process improvements, employee optimization, and digital initiatives. Reviews the facts and applies sound judgement in making recommendations, presenting proposals and issue management. Possesses the skills to strategically partner and effectively communicate with senior management, has the ability to influence and drive a diverse group or team to action. A typical day will look like:

• Direct and oversee the strategy, planning and execution of the Contact Center and implement strategic initiatives to maximize member satisfaction. Participate in developing and implementing future contact center vision and strategy.

• Work with Contact Center leadership to optimize staff scheduling, resource planning, and monitoring of team staffing levels and metrics.  Use data analytics to drive business and operational decisions.
• Analyze monthly reports and data to monitor key inputs and outputs and find innovative ways to evolve current workflows and processes to drive productivity and effectiveness.
• Responsible for the delivery of excellent member experience and engagement, both internally and externally.  Create a best-in-class experience for members and employees through every interaction.
• Effectively address member inquiries, escalations, and issues related to Contact Center.
• Oversee quality assurance program; monitor and improve program delivery to enhance call handling, call quality, abandon ratios, and other call improvement activities.

• Knowledgeable of the relevant regulatory requirements and risks associated with job responsibilities. Establish and maintain control activities that reduce those risks in accordance with the organizations risk appetite.

• Maintain compliance with established policies and procedures. Recommend risk mitigation strategies to safeguard data.
• Communicate results of sales, referrals, service levels and operational impacts to management. Prepare regular reports for senior management on performance and trends.
• Remain current on Contact Center trends and identify proactive strategies for successful response to Contact Center volume.
• Monitors phone volume, staffing levels, and member satisfaction to determine where process improvements may be made.
• Oversee Contact Center vendor management and development, including contract negotiations, invoice analysis, and project management. Collaborate closely with vendors to ensure seamless execution of projects.
• Ensures budgetary control and reviews and implements new methods and procedures to be more efficient and cost effective.

Are You a Good Fit?

Ask yourself the below questions to help determine if this job is the right fit for you.

• Do you enjoy engaging with people and providing exceptional customer service?
• Are you passionate about leading, coaching, and motivating others?
• Do you thrive in a fast-paced environment?
• Are you detail-oriented and like working with numbers?
• Do you enjoy working in a diverse environment with diverse members?
• Do you take pride and ownership in all that you do?
• Are you looking for a job where you can develop professionally?

If you answered yes to these questions, we hope you apply!

To Be Considered, You’ll Need:

• Bachelor’s of Science Degree or equivalent work experience 
• Minimum eight (8) years’ experience in a high-volume contact center environment including inbound and outbound calls. 
• Minimum five (5) year’s management experience.
• Experience with omni-channel interaction delivery, routing, and contact center capacity planning.
• Knowledge of contact center technologies, such as Interactive Voice Response (IVR), Workforce Management (WFM), live chat, social media, and contact center reporting and metrics.
• Personal Computer experience to include Microsoft Office products.

Pay Range/Salary Range:

• The typical salary range for this role is $93,600 to $122,720

 Are You Ready to Join Our Team?

If this sounds like the right opportunity for you, we hope you apply today! If selected as a candidate, next steps may include a phone interview to go over the basics and/or an in-person interview to learn more about your experiences and qualifications.