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Credit Union Call Center Supervisor

Company: Farmers Insurance Group
Location: Torrance
Posted on: November 22, 2021

Job Description:

We are Farmers!Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world.Job SummaryThis position is responsible for producing high Member satisfaction scores and service levels by successfully leading and coaching staff while managing and improving department processes effectively and efficiently. The following is to be reported to upper management: analysis and measurements of department and agent performance, staff development progress and proposed strategic improvements.Essential Job Functions

  • Member Satisfaction and Service Formulate department operational strategies to positively impact all measurement criteria and the organizational strategic plans.
  • Oversee staff, department efficiency and ensure compliance.
  • Manage resources effectively by analyzing records of incoming calls and plan accordingly.
  • Ensure sufficient coverage and strategic allocation of resources during peak call periods.
  • Coach and coordinate with team leads in the successful execution of action plans for peak times and quiet times as well as support of staff by managing scheduling, phone availability, and productivity while maintaining availability for escalated calls.
  • Monitor department activity including call volume, service levels, speed of answer, cross sales, and volume of Member correspondence through multiple channels.
  • Monitor call queue and keep agents aware of calls waiting, abandonment rate and service level.
  • Answer inbound calls as needed during periods of high call volume or excessive hold time(s).
  • Foster constant communication of latest product and service updates and ensure that agents have the knowledge and skills to utilize all available resources in order to answer Member inquiries quickly and efficiently.
  • Agent Performance Develop staff by recruiting, training, assigning, coaching, counseling, and correcting employees.
  • Work with leads to ensure consistency in staff adherence to daily break/lunch schedules.
  • Communicate minimum performance expectations, plan, and monitor, appraise and review agent contributions.
  • Perform call monitoring evaluations and use various metrics to assess agents' performance.
  • Guide and/or coach team leads and staff toward meeting their objectives based on their current skill set and needs assessment.
  • Develop systems which promote individual accountability in the handling of assigned tasks.
  • Ensure a consistent, professional approach to the department operations and internal service. Implement and monitor policies and procedures established.
  • Ensure operations are conducted in accordance with established company policies and regulatory requirements.
  • Reporting Review organizational and department goals with staff.
  • Provide updates and solicit suggestions.
  • Prepare call center performance reports by collecting, analyzing, and summarizing data and trends for upper management.
  • Provide insights and identify areas of improvement along with suggestions for implementation.
  • Perform administrative duties, yearly reviews and evaluations of leads and agents and report to management.
  • Report any attendance and performance challenges to upper management.
  • Keep management informed of department activities, progress toward established objectives and of any significant problems.
  • Request a ssistance and/or support when necessary.Education Requirements
    • High school diploma or equivalent required.
    • Bachelor's degree preferred or two-years of college preferably in a business related field.Experience Requirements
      • With 2 year college degree, three years' work experience in a financial institution or credit union or five years' work experience in a financial institution or credit union and one year in a Call Center with high phone volume and one year of supervisory experience.Special Skill Requirement
        • Strong written and verbal communication skills.
        • Effective telephone, communication and analytical skills.Physical Actions
          • Employees may experience the following physical demands for extended periods of time: View computer screen, up to 90% of the time Sit for long periods, up to 90% of the time Telephone communication, up to 90% of the time Bending/stooping to lift up to 30 pounds occasionally, up to 5% of time.Physical Environment
            • Required job duties are normally performed in a climate- controlled office environment.Job Location(s): US - CA - Torrance, US - CA - BurbankWant to learn more about our culture & opportunities? Check out farmers.com/careers and be sure to follow us on Instagram and LinkedIn!Job Type: Full-timeBenefits:
              • 401(k)
              • 401(k) matching
              • Dental insurance
              • Disability insurance
              • Employee assistance program
              • Employee discount
              • Flexible spending account
              • Health insurance
              • Health savings account
              • Life insurance
              • Paid time off
              • Parental leave
              • Tuition reimbursement
              • Vision insuranceSupplemental Pay:
                • Bonus payEducation:
                  • High school or equivalent (Preferred)Experience:
                    • Call center management: 1 year (Preferred)
                    • Financial services: 2 years (Preferred)Work Location:
                      • Multiple locationsWork Remotely:
                        • NoWork Location: Multiple Locations

Keywords: Farmers Insurance Group, Torrance , Credit Union Call Center Supervisor, Other , Torrance, California

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