Supervisor Contact Center

Hudson Valley Credit Union is currently recruiting for the position of Supervisor Contact Center. Primary Function: directly supervise, coach and develop Contact Center Specialists in order to achieve organizational and department goals. Monitor the daily activities of the Contact Center Specialists to ensure member satisfaction and to support HVCU service standards and core values.

• Support employee development and ensure implementation of HVCU Sales and Service Success Model during daily interactions by setting the example, outlining clear and attainable expectations and closely monitoring key performance metrics of direct reports.
  
• Track employee performance by evaluating results of the Contact Center Key Performance Indicators (KPI) of each direct report. Deliver results to agent during monthly one on one meetings and annual performance review. Make recommendations for staff promotions, corrective actions and/or terminations based on employee performance.
  
• Provide high level resource support to staff members by maintaining a complete understanding of HVCU products and services as well as policies and procedures. Handle member escalations to ensure concerns are resolved properly.
  
• Utilize Contact Center systems to monitor communication channels and employee availability to ensure service level goals are met.
  
• Consistently contribute to the Credit Union's initiative of continuous improvement by communicating suggestions that enhances revenue, reduces expenses and/or streamlines and improves operations.
  
• Regularly review employee timecards to ensure direct reports' daily punches are recorded and minimum required hours are met. Approve timecards prior to required payroll deadlines to ensure employees are compensated appropriately.
  
• Interview, hire and evaluate Contact Center personnel. Coordinate new hire training and ensure satisfactory completion of assessment tests. Pursue development opportunities for existing staff to support the Credit Union's goals and employee development.
  
• Adhere to all Credit Union policies, procedures, and regulatory agency requirements. Participate in all required and recommended training and development including, but not limited to, Bank Secrecy Act training (BSA) and demonstrate attained knowledge. Participate on Credit Union teams, projects and strategic initiatives when the opportunity arises. Perform additional duties and special projects as assigned.
  
• Embrace and apply HVCU's guiding principles to all activities and responsibilities. This includes the Credit Union's Mission, Vision, Core Values, Employee and Member Value Propositions, Sales and Service Model, and commitment to Lean Six Sigma practices. Support the Credit Union's initiatives by demonstrating teamwork and professionalism.
  
• Responsible for regular and predictable attendance including punctuality.
  

• Associate's Degree or at least 2 years equivalent experience for each undergraduate year not completed; undergraduate degree cannot substitute for minimum number of years of experience required
• Minimum 1 Year Supervisory leadership or similar work experience experience required
• Minimum 1 Year Customer service experience in a sales environment experience required

Remote Work Requirements

• Local Remote (Orange, Dutchess, Ulster, Westchester, Putnam, Rockland Counties)
• Must have access to reliable and high speed Internet.
• Home office/ work environment should be in a quiet and professional setting.
• Must be able to commute to HQ building when necessary.

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Why choose HVCU?

HVCU cares for our employees, members, and community. We actively seek to create an inclusive workforce by hiring people with diverse perspectives and experiences. We celebrate and embrace what makes each of us different and foster an environment where everyone feels that they belong. In commitment to our diversity, equity, and inclusion mission, we encourage members of historically underrepresented communities to apply, including those who identify as women, minorities, veterans, disabled and LGBTQ+.

Employee Perks:

• HVCU University & Academy; Professional Development Training
• Student Loan Repayment & Tuition Reimbursement Programs
• Medical, Dental, and Vision coverage (coverage starting as low as $20 per month)
• 401(k) with employer match and non-elective employer contribution
• Paid time off (PTO), holidays, and community volunteer time
• Life, Short-Term, and Long-Term Disability Insurance
• Discounted Loan Rates & Fees

Hudson Valley Credit Union is an AA/EEO employer committed to equal opportunity and employee diversity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, the status of being transgender, national origin, disability, military or veteran status, genetic information, marital or familial status, domestic violence victim status, or any other characteristic protected by law.