Supervisor

The Member Service Center (MSC) Supervisor plays a pivotal role in overseeing the daily operations of the MSC team, ensuring exceptional member service and optimal performance. This role involves managing a team of Member Service Representatives (MSRs) to ensure efficient and effective member satisfaction goals and maintaining operational standards. The Supervisor will also be responsible for guiding, coaching, mentoring, and evaluating team members to achieve performance targets and uphold established service standards.

Essential Job Functions/Responsibilities:

• Supervise a team of Member Service Representatives and Senior Member Service Representatives, providing guidance, support, and performance feedback. Conduct regular one-on-one coaching sessions and performance reviews to enhance team members’ skills, address areas of improvement, and provide consistent high-quality member experiences. Conduct regular team meetings to communicate goals, expectations, and updates.

• Address high-level member escalations and complex inquiries, providing effective resolutions in a timely manner. Collaborate with other departments to resolve issues and improve member satisfaction. Ensure escalated issues are triaged and tracked for effective and timely resolution.

• Monitor and evaluate individual and team performance to meet or exceed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

• Prepare and present regular reports on team performance, member feedback, and operational metrics to MSC Managers. Use data to make informed decisions and drive improvement.

• Utilize call monitoring and reporting tools to analyze trends, identify areas for improvement, and implement corrective actions in partnership with Broadview’s Employee Experience (HR) team.

• Collaborate with other departments to address cross-functional issues and enhance overall organizational efficiency i.e., training programs.

• Monitor call quality and member interactions to ensure compliance with company standards and procedures. Participate in Quality Assurance calibration sessions.

• Track staff utilization, oversee assigned schedules, and handle intra-day scheduling adjustments to ensure coverage for phone inquiries from members. Manage attendance and time-off requests to maintain productivity levels.

• Serve as a liaison with MSC Managers to ensure all information is efficiently disseminated.

• Keep abreast of industry developments including but not limited to changes in regulations and share information appropriately.

• Perform duties of Escalation Lead, Senior MSR, and MSR responsibilities when required.

• Other duties as needed.

Minimum Job Qualifications:

• Associate’s degree from an accredited institution or at least 3 years of relevant experience required.

• Bachelor’s degree preferred; will consider experience in lieu of degree.

• Minimum of two (2) years of people supervisory experience preferably in a call center or within a financial institution such as a bank or credit union. 

• Excellent problem-solving, organizational, analytical, verbal, and written communication skills.

• Demonstrated ability to lead a team using well-developed interpersonal skills by providing coaching, feedback, training, and development.

• Ability to effectively identify requirements and negotiate solutions with both internal staff and vendors.

• Strong decision making and time management skills with the ability to manage multiple projects/duties.

• Familiarity with Fiserv and Alkami software solutions is strongly preferred.

• Results driven, service oriented, self-motivated, and able to work independently.

• Trustworthy with the ability to maintain the highest level of integrity and trust.

• Proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint. Ability to work in a multi-application environment.

• Flexible to work a structured schedule that includes evening and weekend hours in an in-office model.

• Commitment to delivering exceptional customer service and driving continuous improvement.