Team Lead- Call Center

Tropical Financial Credit Union


Date: 2 days ago
City: Miramar, FL
Contract type: Full time
Tropical Financial Credit Union

Job Title: Team Lead- Call Center


Department: Contact Center


Reports to: Contact Center Manager


FLSA Status: Non-Exempt


Tropical FCU (TFCU) is a Sun-Sentinel Top Workplace five years in a row. Being part of the Call Center Team and TFCU overall will provide you with opportunities to engage by learning, growing, contributing, collaborating, and developing professionally. Join us for a great employee experience focused on engaging employees and members alike.


Summary: Individuals in the job are responsible for assisting Tropical Financial Credit Union in the achievement of its purpose of guiding members successfully through the financial marketplace. Additionally, this position is responsible for the supervision of Contact Center representatives for Member Services providing quality member focused service via inbound telephone calls. Provides coaching, reinforcement and motivation to the subordinates as well as, membership, deposit and electronic delivery channel support information to assist the subordinates to handle members in an accurate and efficient manner. Utilizes consultative sales techniques at every opportunity with the membership when serving a back-up assistance on phones. Displays initiative and flexibility; a willingness to adhere to organizational polices and objectives; to participate in team work, as well as, the willingness and ability to learn new tasks and duties within a changing environment





Essential Duties and Responsibilities include the following. Other duties may be assigned.



  • Provide service that meets the Service Standards defined by Tropical Financial Credit Union as measured by the Net Promoter OR Internal Service Survey; annual goals are establish through the Performance Management Process.

  • Meet all sales goals as defined in the individual?s performance appraisal.

  • Supervises the day to day activities of the Contact Center Representatives for Member Services in processing member requests and problem resolutions to assure quality and accurate servicing of member?s accounts

  • Supervises and expedites the workflow through the unit by assigning the necessary personnel to meet the schedule requirements. Monitors production levels and makes the necessary adjustments to ensure a smooth workflow at maximum output.

  • Assists in the training and orientation of Contact Center personnel in order to provide members with accurate account, product, and service information. Assists in coordination and scheduling of cross training in specific job responsibilities as a result of system updates or operational demands.

  • Ensures training and cross-training is on-going (new and existing staff) and updates staff on policies, procedures, products and the timely and superlative delivery of services to members, while maintaining a member-focused sales culture. Serves as ?mentor?

  • Provides feedback to Leadership who prepares and conducts employee appraisals (Annual, Mid-Year Reviews and EDPs)

  • Monitors productivity standards for the Contact Center Agents. Prepares individual monthly performance, discusses performance, provides feedback to team members sets improvement goals and agrees on a timeline for goal achievement, in an effort to increase call handling efficiency of each staff member and delivery of service.

  • Administers control procedures to assure appropriate procedures are followed (such as call-monitoring). Schedules representatives and their work to assure tasks are completed in a timely manner. Administers human resource function in compliance with Credit Union established guidelines.

  • Conducts side-by-side and remote monitoring regularly to ensure quality service and knowledge is consistently rendered by the representatives on inbound calls. Provides regular feedback and coaching based on results of monitoring. Assists in the completion of the performance appraisal process; coaches staff to assure effective work performance and behaviors as needed. Schedules staff to assure adequate coverage at all times. Assists with maintenance of daily work and attendance records.

  • Conducts on the job training to new representatives. Handles escalation of calls referred by representatives and resolves controversy with members. Flags member accounts to alert staff to possible risks to the Credit Union. Assist in the resolution of member disputes regarding their accounts Identifies member?s needs and recommends Credit Union products and services. Promotes new products and services.

  • Examines and provides third level signing authority for check withdrawal, account transfers, wire transfers, as well as, override authority.

  • Serves as back-up Contact Center Member Service Representative as needed to meet the department?s performance standards.

  • Identifies training needs, professional development and schedules staff for training accordingly

  • Celebrates, motivates and recognizes subordinate?s success

  • Conducts activities designed to develop and promote teamwork

  • Handles and controls ?escalated? calls from agents

  • Provides feedback to department managers on member and employee issues

  • Reviews payroll sheets, maintains employee attendance records, making necessary adjustments

  • Member-focused telephone assistance of problem solving by:

  • Responding to member phone inquiries regarding transactions and account status requests.

  • Identify problems and discrepancies and coordinate resolutions with research department, members and / or ?service partners?

  • Processes account transactions and funds transfers.

  • Identifies member?s needs and recommends Tropical?s services and products and promotes new products and services.

  • Fulfills member requests submitted via tickets from overflow call center and member concerns

  • Leads by example

  • Must have excellent written and verbal communication skills.

  • Must be able to meet deadlines in an organized and timely fashion.

  • Effectively be able to assist irate members, build rapport and create a ?WOW? experience.

  • Assist coordinating new employees set up and training of all new loan consultant.

  • Must have excellent written and verbal communication skills.

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