Direct Federal Credit Union

Call Center Representative

• Supervise daily associate work through support channels, live dashboards, queue information, and performance reporting
• Conduct one-on-ones, call monitoring, live coaching, documented feedback, performance conversations, and development planning
• Coach procedural execution and recognize accomplishments and strengths
• Teach new processes and systems, reinforce prior training, support ongoing learning, provide cross-training, and maintain department procedures and training resources
• Maintain and distribute the daily department schedule, monitor associate activity and schedule execution, respond to same-day changes, and help ensure appropriate staffing coverage and service levels
• Serve as the supervisory point of escalation for sensitive or difficult member situations and work toward timely, effective resolution
• Run and analyze associate performance reports, identify individual and team trends, provide feedback, and report relevant observations and needs to the Member Services Manager
• Maintain working knowledge of Direct Federal products, services, digital tools, systems, and procedures
• Become proficient in new product launches and process changes, translate changes into daily operations, and reinforce consistent execution
• Assist with complex member-related work, queues, reports, and other day-to-day operational needs

Member Services Supervisor – Contact Center