Call Center Team Lead

Job Summary

A company is looking for a Call Center - Member Contact Center Team Lead.

Key Responsibilities

• Monitor day-to-day operations of the Contact Center, ensuring sales and service level agreements are met
• Assist in the development, mentoring, and performance monitoring of Contact Center staff
• Act as the manager in the absence of the Contact Center Manager and support continuous improvement activities

Required Qualifications

• 3 to 5 years of progressive credit union or related banking experience, with at least 2 years in a senior role
• Comprehensive knowledge of products, services, and applicable laws and regulations
• Strong proficiency with computers and Microsoft Office applications
• Ability to handle escalated calls and manage multiple priorities effectively
• Education equivalent to a 2-year college degree or completion of a specialized course of study