Virtual Channels Supervisornew

Job Description: Reports directly to the Interactive Manager. Areas of responsibility include supporting our team members and leaders with member interactions. The Virtual Channels Supervisor will be responsible for training, coaching, motivating, recognizing, assigning queue work, and monitoring work daily in support of department goals. Responsible and Accountable for: • Maintaining a continuous floor/ team chat presence. • Conducting account level research and monitoring call trends to promote superior service. • Handling escalated member calls and providing problem resolution. • Effectively supervising and coaching Solution Center team members in a fast-paced environment. • Partner to resolve issues within the Member Solutions team and remove barriers. • Monitor daily queue coverage and phone staffing needs. • Drive morale and identify ways to recognize strong performance. • Host and participate in team meetings to ensure communication is consistent and timely. • Participate in candidate interviews when recruitment needs arise. • Meet all required deadlines. • Achieving department goals while operating within budgetary guidelines. Knowledge, Skills, and Abilities: • Strong verbal and written communication skills required for interfacing with staff and management. • Strong leadership skills to ensure that full staffing, consistent remote monitoring, thorough reviews, adequate training, and staff development needs are met. • Analytical ability to understand and interpret various reports and data. • Ability to understand and interpret goals. • Strong problem-solving skills. • Self-motivated with the ability to work independently. • Demonstrate ability to remain calm in emotional tense situations. • Maintain a professional work demeanor and environment at all times. • Able to work flexible hours to meet the demands and needs of the team. • Exceptional judgment in offering service to members, adhering to policy, and other applicable regulations, while protecting the credit union assets by identifying opportunities to reduce losses. • Strong knowledge and experience with creating strong member experiences • Ability to prioritize work and remain organized. • Ability to understand and be aware of possible suspicious activities or transactions by members or by team members, directors, executives, or officers of the credit Union. Promptly notify management as required by credit union policy if unusual activity is observed which could be an indication of financial crime or efforts to evade reporting requirements of the Bank Secrecy Act or other laws and regulations. • May be asked to fill in for the Interactive Managers during vacations or other temporary requirements.