Contact Center/Call Center Team Leader - Olympia and Yakima locations
Full Time
Olympia, WA 98501
Posted
Job description
We look forward to reviewing your application!
All applicants must include a resume.
Visa sponsorship not available.
Contact us at 1.800.562.0999 x11111 with any questions.
Visa sponsorship not available.
Contact us at 1.800.562.0999 x11111 with any questions.
We are an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, national origin, ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local law.
CONTACT CENTER TEAM LEADER
Olympia and Yakima locations
Contact Center Team Leaders train, coach and develop Contact Center employees to create high value, low effort member interactions. Our Team Leaders work together as part of a dynamic leadership team to support our employees and build a positive and engaging Contact Center environment. Here you’ll have the opportunity to build relationships throughout WSECU and support the performance and growth of Contact Center employees.
Your day might include:
- Delivering outstanding service & inspiring others to do the same
- Supervising, coaching and developing employees in supporting WSECU’s Brand
- Coaching Contact Center team members to embody our Member Experience principles and Contact Center core values
- Collaborating with peers and staff to successfully navigate an ever-changing environment and achieve the Contact Center’s goals and objectives
- Making strategic decisions in response to member requests and call volume
- Using strong written and verbal skills to successfully communicate in multiple fashions to share information and coach your staff
- Working within a strict Code of Conduct and regulatory requirements
What you bring to the team:
- Minimum of one to two years previous experience in customer service and/or contact center environment
- Minimum one-year leadership or supervisory experience
- Ability to communicate effectively in all modes (not limited to but including in-person, phone, e-mail) with tact, diplomacy and professionalism
- The ability to analyze information and form recommendations
- Ability to effectively work individually and within a strong team dynamic
- Strong interpersonal skills
- Demonstrated ability to manage and direct the work of others to achieve department goals and objectives
- Identify, define and resolve problems
Bonus Points if you have:
- Communications training, sales and customer service training or experience
- Demonstrated ability and success in coaching to a sales model
- Financial institution experience
- Demonstrated ability to effectively communicate industry-specific concepts to staff
- Workforce management experience
- Experience with mobile, PC, and software applications
- Project Management experience
- Experience leading in a fast paced environment
- Ability to understand and calculate industry-standard Contact Center measurements
- Ability to think like the member with a passion for delivering top-notch service
- Bi-lingual, multi-lingual
Competitive pay: This position offers a range of: $26.51 - $39.77 per hour, starting wage dependent on applicable qualifications
Perks: Excellent benefits package; including retirement options and paid leave. For this position there will be comprehensive on-the-job operational and soft-skills training.
Position location: 400 Union Ave SE Olympia, WA or 1400 Lakeside Court, Yakima, WA.
Employees must reside and perform all work in the state of Washington. This is a hybrid position that blends working in-office and from home. Works onsite one (1) / two (2) / three (3) occasions per week.
When you’d work: Full time, Monday-Friday, between the hours of 7:00 am-7:00 pm and Saturday 9:00 am-2:00 pm. Hours vary based on needs of the department and flexible hours are necessary to meet service needs
Working from home/hybrid requirements:
- Reliable, high-speed home internet connection
- Private, confidential workspace, away from distractions and other people
- Suitable desk/surface and desk chair
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