Contact Center Team Leader

Imagine being part of a company where your growth is valued and your journey is supported. Imagine yourself at Langley Federal Credit Union, where we're dedicated to shaping a meaningful path together. You belong at Langley.

Langley Federal Credit Union is one of the 100 largest credit unions in the United States with over $5B in assets and over 351,000 members. We are constantly growing and have recently expanded to neighboring states and other parts of Virginia.

Langley is committed to being the best place you will ever work, and it all begins with our comprehensive employee benefits package, which includes affordable medical, dental, and vision plans in addition to:

Investing in You:

• Educational Assistance, encompassing books, lab fees, registration costs, and more.
• Support for Student Loan Repayment.
• Abundant Career Growth Opportunities.

Time Off That Matters:

• Generous Paid Vacation that starts accumulating from day one, progressively increasing with every five years of service, up to a maximum cap.
• Celebrate 13 Paid Holidays, including your birthday and the day following Thanksgiving; enjoy Floating Holidays too!
• Paid Sick Time for all team members.

Financial Security:

• Highly competitive 401K plan featuring a 6% company match, with immediate vesting with a ROTH IRA option.
• Company-covered short- and long-term disability insurance.
• Complimentary Life Insurance and the choice of additional Voluntary Life Insurance.
• Flexible Health Care and Dependent Care benefits.

Job Summary:

Supervises Contact Center Staff by providing daily support and ongoing coaching to teams. Manages and utilizes resources to provide members of Langley with impeccable service by telephone and digital messaging in a call center environment. Maintains exceptional call quality in the Contact Center by training the Representatives to utilize consultative selling to offer financial products and services that meet or exceed members' needs.

Essential Functions, Duties, and Responsibilities:

• Supports and coaches the sales and service culture by providing individual and team coaching weekly and monthly.
• Supervises operational and administrative activities, including payroll, scheduling, department balancing, opening, and closing.
• Develops new business opportunities through outbound calling, online account opening, and inbound call requests.
• Analyzes call volume and reacts accordingly with scheduling and day-to-day queue management.
• Utilizes call center data and reporting resources in determining staffing, call performance and opportunities to improve the member experience.
• Manages all member contact channels, including social media, online banking, chat, and webmail.
• Fosters teamwork by professionally interacting with peers, supervisors, and other Langley employees.
• Reviews critical and escalated situations to determine the best action for resolution.
• Utilizes cross-departmental resources to include software, websites, and processes to ensure first-call resolution.
• Participates actively in cross-departmental collaboration to ensure effective and efficient communication.
• Participates in ongoing evaluation of processes and procedures to ensure the member experience is met.
• Ensures call quality and queue expectations are adhered to and met.
• Assists in developing and implementing cross-departmental initiatives, improving efficiencies and processes throughout the Credit Union.
• Analyzes survey feedback to identify trends and manage results and feedback to drive organizational process improvement.
• Responds proficiently and eloquently on public forums, safeguarding the organization's reputation while engaging effectively with a diverse audience.
• Meticulously reviews and analyzes high-risk transactions to detect and prevent fraudulent behavior.
• Complies with all Credit Union policies and regulatory requirements.

Qualifications:

• Bachelor's Degree in a related field or equivalent experience in a financial institution or Retail Sales industry.
• Two years of supervisory experience or equivalent combination of working experience or training preferred.

Our Keys to Success:

• Service Champion - Adopts a service orientation, building trusting relationships and delivering value for associates, members, and communities.
• Langley Ambassador - Demonstrates a passion for Langley's vision, encouraging diversity, equity and inclusion while considering Langley's values when making decisions and taking accountability for delivering results.
• Agile in Action - Adapts to changes in the business, demonstrating innovation to improve Langley and advance the business into the future.
• Team Driven - Collaborates across Langley, communicating with transparency and prioritizing a team-based approach that delivers optimal outcomes for associates, members, and communities.
• Continuous Learner - Maintains an understanding of Langley's business and how value is delivered to members and actively pursues opportunities to grow oneself and strengthen the organization.

Physical Requirements:

The physical demands described here are representative of those that an employee must meet to successfully perform the essential functions, duties, and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Sitting for Extended Periods: Contact center representatives often need to sit at a desk for long hours, sometimes the entire duration of their shift.
• Manual Dexterity: They should have good hand-eye coordination and be able to use a computer, including typing quickly and accurately and operating a telephone or headset.
• Visual and Auditory Acuity: Good vision (corrected if necessary) to read information on screens and good hearing (corrected if necessary) to understand customers over the phone are essential.
• Speech Clarity: Clear and understandable speech is important for effective communication with customers.
• Basic Physical Mobility: While the job is largely sedentary, representatives may need to move around the office or between workstations.
• Minimal Lifting: Occasionally, light objects, such as office supplies or documents, might need to be lifted.
• Stress Tolerance: The ability to handle stressful situations and maintain composure while dealing with potentially difficult customers.

Working Conditions:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Office Environment: The Contact Center is in a climate-controlled office setting with open floor plans, rows of desks or cubicles, and shared resources like printers and break rooms.
• Noise Levels: The environment can be noisy due to multiple conversations happening simultaneously. We use noise-canceling headsets to help mitigate this.
• Breaks: Structured breaks, including lunch breaks and shorter breaks as needed throughout the shift, are typically provided to help manage fatigue.
• Ergonomics: Workstations are designed with ergonomic considerations, including adjustable chairs, monitor stands, and keyboards to reduce strain and prevent repetitive stress injuries.
• Team Environment: While much of the work is done independently, there is often a team dynamic, with supervisors, team leads, and colleagues providing support and collaboration.

This job description is not designed to cover or contain a comprehensive listing of functions, duties, or responsibilities that are required of the employee. Functions, duties, and responsibilities may change, or new ones may be assigned at any time, with or without notice.

We look forward to receiving your application and eagerly anticipate the opportunity to learn more about your qualifications and aspirations. Your unique perspective and skills could be a valuable addition to our team. We're excited to delve deeper into your background and potential fit with our company culture. Thank you for considering joining us on this journey, and we can't wait to get to know you better!