Simultaneously fulfill the duties of a Call Center Supervisor while also engaging in the following tasks: · Report weekly and monthly data for CCR and Overflow Team · Create reports and quick reference guides for Leadership enhancement· Analyze and develop Productivity Reports, input data into the Goal Workbook and track incentives · Host monthly Team huddles and organize interdepartmental meetings/shadows · Create weekly, vacation, late night, and Saturday schedule for the department to balance the needs of the organization · Onboard new Team Members and work with Human Resources to organize trainings for continual enhancements · Develop Training Materials, Department Checklists · Organize Team Member Trainer (TMT) Meetings; Coach and develop TMTs for onboarding new Team Members · Phone Shadow Team Members to develop Member Service skills; bi-weekly SLS developments · Assist and support the Call Center Supervisors with day-to-day responsibilities · Work closely with vendors for Corporate Projects · Assist and lead special projects assigned by the Call Center Manager

· Develops Talent by guiding and training Call Center Representatives · Inspire and motivate the Team by organizing Team Huddles, Contests and reward Team Members for successfully reaching goals · Create weekly, vacation, late night, and Saturday schedule for the department to balance the needs of the organization · Collaborate with Call Center Assistant Manager to onboard new Team Members and work with Human Resources to organize trainings for continual enhancements · Reviewing 10-20 calls monthly to ensure high quality of service for a consistent member experience; handle escalated calls and build strong member relationships · Advance knowledge of QuickPay, Online and Mobile Banking; create new and update procedure quick reference guides · Analyze Productivity Reports; iDashboards and input data into the Goal Workbook · Assist and lead special projects assigned by the Call Center Manager

· Train new employees on food safety and how to maintain a consistent quality of food · Stocking Supplies and deep cleaning machinery · Answering phones taking orders and working with vendors · Cash Handling

· Handle customers banking needs, transactions, account assistance · Cash Handling, Money sorting, Vault control and balance · Setting Appointments for Personal Bankers and conducting outbound phone calls