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)
Location: Non-remote, Onsite, Fort Wayne, IN
Contact Center Representative (CCR) Job Summary:
For over 80 years, MidWest America Federal Credit Union has been providing financial solutions for personal and business banking. Our mission statement is "We are committed to providing competitive, quality services for our members’ financial success."
The Contact Center Representative is responsible for providing courteous, efficient, and accurate member service in a fast-paced contact center environment. Fulfill member's requests via inbound/outbound calls. Be able to determine appropriate products and services for our Credit Union members, while continuing to honor our mission statement. Independent work, with assistance from the Contact Center team when needed.
Essential Elements of the Contact Center Representative:
Benefits:
401(k)
401(k) matching
Dental insurance
Paid Short & Long-Term Disability insurance
Health insurance
Paid life insurance
Paid time off
16 hours of paid volunteer time
Tuition reimbursement
Paid vision insurance
Loan rate discounts
Identity Theft Protection
Paid holidays (Federal holidays observed)
No nights/no weekends
Personal Time
Competitive pay
Comprehensive training provided by a dedicated training staff and Contact Center team member.
MidWest America Federal Credit Union is an Equal Opportunity Employer.
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