Summary
Assumes a lead role in the department to maintain a positive working environment and provides exceptional member service experience while minimizing losses and errors. Use judgment and knowledge based on training to interpret policies and procedures. Handles all calls that are escalated up to the “lead level”. This position will always act in the capacity of the department lead and will be responsible for but not limited to; performing opening and/or closing duties of the call center, leading call center reps to perform at the highest standard of performance by leading by example, taking phone calls, resolving member concerns and ensure staff is always productive. The Call Center Lead at times will be attending meetings on behalf of the Call Center Manager.
Essential Functions
- Responsible for processing Verification of Deposits, Data Change, and letters to and from members.
- Train, coach and develop all levels of call center representatives.
- Responsible for conducting observations, completing evaluation forms and providing coaching and feedback on performance to all levels of Call Center Reps. This includes documenting in Paylocity.
- Maintains a high standard of member service in the department and takes ownership of work.
- Maintains a high level of productivity in the department.
- Proactively cross-sell and refer member business referrals.
- Knows and adheres to policies, procedures, and security controls.
- Processes member requests and adjusts accounts when necessary.
- Engage in ongoing training.
- Contribute to regularly scheduled department meetings and team efficiency.
- Utilize tact and experience-based knowledge to resolve member complaints and explain specific policies and procedures.
- Practice proper security and processing controls for negotiable items.
- Ensure that all member requests via mail, electronic or phone are completed in accordance with established policies and procedures while proper records are accurately maintained.
- Evaluate current department procedures and make recommendations for change and improvement.
- Actively listen to resolve all member issues without assistance from manager.
- Handles all calls that require a supervisor.
- Authorized to approve and process cashier’s checks within limit.
- Attends all Talent and Development classes needed for the lead role.
- Must lead by example is all aspects of the job responsibilities.
- Must handle a minimum of 85 calls per day, with an average “wrap-up” time of 40 seconds or less.
- Adhere to the Call Evaluation form at a 90% or better score.
- Works with Call Center Manager to learn all reports required by management.
- Works with Call Center Manager to learn all aspects of running the department.
- Must be able to adhere to a flexible schedule, including nights and weekends.
- Perform other duties as assigned by the Call Center Manager.
