Contact Center Team Lead

There's a reason we've won so many awards for being one of the best companies to work for! We invite you to apply to join our family, and here's what's in it for you:

• 12 paid holidays
• Competitive compensation
• Benefits, perks, and discounts worth a double-take
• A positive atmosphere and co-workers who truly care
• Enjoyable activities and wellness initiatives
• Work-from-home flexibility
  
  

The schedule is Monday-Friday from 10:00-7:00, as well as rotating Saturdays. After the initial training period onsite (several weeks), you will have the option to work a hybrid schedule.

Summary: The Team Lead assists the Department Manager and Assistant Manager in directing the operations and employees of the fast-paced Contact Center.

Duties and Responsibilities:

• Assists in supervising team Member Service Agents, Digital Support Specialists, and Receptionists in the Contact Center. This includes training, motivating, developing, hiring, and assisting with corrective actions, as needed.
• Performs all types of member transactions, as needed.
• Performs performance evaluations and appraisals for all direct reports.
• Ensures that the department is following all audit and compliance standards.
• Monitors operational results relative to established objectives and ensures that appropriate steps are taken to correct unsatisfactory conditions.
• Monitors department activities to ensure compliance with established credit union policies and procedures.
• This job description is not an exhaustive list of all job duties; other duties may be assigned at any time.
  
  

Qualifications:

• High school degree or GED required.
• A two-year college degree or completion of a specialized course of study at a business or trade school is preferred.
• Two years of banking or Contact Center-related experience highly preferred.
• Two years of management or supervisory experience highly preferred.
  
  

Competencies:

• A significant level of trust, diplomacy, professionalism, and tact are required.
• Ability to motivate and positively influence others.
• Ability to foster sound relationships with other entities (companies and/or individuals).
• Must have excellent written and verbal communication skills.
• Ability to make people feel comfortable in stressful situations.
• Math skills to understand processes and decisions.
• Ability to effectively communicate products and services to members.
  
  

Computer/Software Skills:

• Microsoft Office Suite
• Ability to learn new software easily
  
  

Deseret First Credit Union is proud to be an Equal Opportunity Employer, providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, gender identity, age, national origin, disability veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.