Team Lead

Description

POSITION SUMMARY

The Member Service Team Lead is responsible for providing day-to-day support for all responsibilities of the Level 1, 2 & 3 Representatives. The Team Lead - Inbound will obtain skills to be representative of team members as a liaison to the Contact Center Manager identifying staffing needs, key coaching/training opportunities, special projects and initiatives identified by the team. The Team Lead will demonstrate the ability and desire to be in direct contact with clients both during implementation of services and for ongoing support. This position reports directly to the Manager of Contact Center to successfully complete the knowledge required to retain this position.

ESSENTIAL JOB FUNCTIONS

1. Maintain all of the essential job functions of the Level 1, 2 & 3 Agent; including hot cards, web chat, voicemails, bill pay, call escalations and general queue support.
2. Coordinate employee schedules, monitor agent attendance in assigned team, reporting absences & tardiness to management.
3. Review and send all client correspondence from agents.
4. Onboarding of new associates including PC setup, basic I3 training, TLC campus, call flow orientation, and some cultural knowledge share within the CUSOs.
5. Onboarding and updating of the processing guide, Rules of Engagement, for call center agents and ensure staff is following proper procedures.
6. Assist Manager of Contact Center with weekly and monthly reporting and provide feedback to assigned team members.
7. Assist Manager of Contact Center with monthly billing.
8. Monitor and assist in phone queue as needed to reduce ASA/ABD.
9. Coach agents for continued improvement of metrics and other team or department goals.
10. Help mentor new agents through their first 90 days.
11. Work with Contact Center Management to organize training for key functions within the call center.
12. Monitoring breaks/lunch/personal time, to ensure proper coverage for all queues as well as web chat.
13. Other duties as assigned.

JOB QUALIFICAITONS

1. High School graduate or equivalent is required.
2. Two-year degree in a business-related field or equivalent work experience is required.
3. Advance knowledge of Credit Union Operations, Regulations, Procedures the Xtension Call Center and Member Reach Processes and demonstrates vested interest in the success of these partners.
4. Meet or exceed the requirements and Job Specifications of a Level 1 & 2 Call Center Specialist.
5. Clear demonstration of leadership within the organization.
6. Demonstrate the ability and professionalism to interact with key management staff and clients both on the phone and in person.
7. Demonstrate Advanced Knowledge on key functions of CU*BASE Software, Microsoft Programs and other essential programs related to this position and demonstrate ability to train staff and clients using phone, web conference and in person.
8. Ability to use discretion when dealing with sensitive or confidential data.
9. Demonstrates attention to details and responds to deadlines.

Requirements

WORK ENVIRONMENT & PHYSICAL ACTIVITIES

Xtend operates in a professional office building setting. Some job assignments at Xtend are primarily conducted within the office building(s) while others have moderate to extensive travel responsibilities as described in the Job Functions and/or Job Qualifications section(s) above. Xtend is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.

NOTICE

This job description is not intended to be, nor should be construed as a contract for employment. Xtend makes no guarantee of permanent employment. This job description is to be used as a guideline to give the employee an understanding of what Xtend has defined this position to be.

Xtend will make reasonable accommodations for the known physical or mental disabilities of qualified applicants unless to do so would cause an undue hardship. Disabled individuals who feel accommodation is needed to perform their job, or the job for which they have applied, must notify Xtend in writing of the need for reasonable accommodation within 180 days after the date the individual knew or reasonably should have known that an accommodation was needed. Xtend, thereafter, will make all reasonable accommodations unless to do so would pose an undue hardship.

Xtend is willing to accommodate disabilities to the extent a financial service organization can without impacting financial control or member service. Xtend is an Equal Opportunity Employer.