Contact Center Operations Supervisor

Applicants are encouraged to apply by April 3rd, 2025 at 5:00 PM. Job postings are subject to close early or extend longer than the anticipated closing date. We recommend applying as soon as possible. 

Location & Hours:

• Location: Remote

• Monday to Friday: 8:00 AM - 6:00 PM PST

• Saturday: 9:30 AM - 2:00 PM PST

Pay Range:

• The full annual pay range is $66,773 - $93,482
• We provide an additional $2.00 per hour bilingual differential for those employees who can support our members' financial needs effectively in a second language; subject to verification of strong grasp of financial terms utilizing language skillset.

Compensation decisions are determined using factors such as relevant job-related skills, experience, and education or training. Should an offer of employment be made, we will consider individual qualifications. In addition to your salary, compensation incentives are available for the hired applicant. Incentives are performance based and targets vary by role.

Job Overview:

This position oversees the daily functions of the Contact Center, ensuring efficient and effective customer service delivery. Manages and mentors a team of agents, implementing operational strategies, and optimizing workflows to meet performance targets. Additionally, the supervisor monitors key performance indicators, addresses escalations, and fosters a positive work environment to enhance team productivity and customer satisfaction.

What you’ll do: 

• Ensures the Contact Center is balanced daily and monitors key performance indicators.
• Ensures compliance with security, audit, regulatory, and privacy policies and procedures, completing necessary reports accurately and timely.
• Provides backup for transactions and member service to Contact Center Specialists and Contact Center Multi-Channel Specialists as needed.
• Mentors, coaches, and trains staff on metrics, fulfillment, job skills, customer service skills, and achieving sales goals.
• Manages multiple phone and digital queues using the appropriate applications to achieve targeted service levels.
• Assists in updating ServiceNow procedures relevant to Contact Center and third party vendors who assist the department.
• Assists with complex transactions and escalated member service issues, resolving or making decisions related to the service and operational functions.
• Supports daily workflow to ensure staff meet member needs and process transactions/tasks within specified time frames.
• Communicates updates to credit union processes, policies, and procedures either immediately or through scheduled staff meeting and one on one meetings.
• Develops a deep understanding of member-touching processes to improve the member experience and establishes good working rapport with coworkers.
• Coordinates operational activities to ensure passing of operational audits, including communicating out any operational changes that affect the department.
• Assists and acts as back up for leading weekly huddles for the Contact Center staff.
• Identifies and addresses training needs to enhance team skills and performance.
• Troubleshoots technical issues and coordinate with IT support when necessary.
• Actively participates in monthly Operations Team meetings and core Sales and Marketing initiatives.
• Supervises assigned employees, resolves performance issues, prepares disciplinary write-ups, and conducts performance appraisals. Participates in the hiring process, conducts employment interviews, and makes hiring decisions or recommendations.
• All other duties as assigned.

Qualifications: 

• A minimum three (3) years related experience in a Contact Center environment. A minimum one (1) year experience supervising a team.

Bonus Points if you have:

• Associate's Degree in Management, Leadership, or related field of study.

What you’ll bring:

• Understands strategic planning, resource allocation, and leadership principles.
• Knowledgeable about credit union policies, procedures, Symitar, and ancillary systems.
• Experienced in member service principles and committed to ongoing training.
• Understands financial regulations (Bank Secrecy Act, Patriot Act, etc.).
• Proficient in data analysis and complex problem identification.
• Manages employee resources, projects, and performance efficiently.
• Applies investigative techniques, conducts research, and prepares reports.
• Trains, communicates effectively, and participates in team discussions.
• Creates a teamwork environment, delegates, and coaches employees.
• Plans, assigns, and supervises work, engages employees, and maintains confidentiality.
• Interprets technical procedures and keeps up with industry changes.
• Stays aware of industry trends and recommends improvements.
• Prepares business documents accurately and manages priorities with strong organizational
  skills.

Total Rewards: 

This position is eligible for Full-Time Regular benefits. Employees and their eligible family members have access to a wide array of employee benefits, such as medical, dental, vision and life insurance coverage. Includes an option for Medical, Dental, and Vision insurance to be paid at a 100% by company for the employee only coverage. We also offer Health Care FSA (HCFSA), Health Savings Account (HSA) with employer contributions, and Dependent Care FSA (DCFSA). Employees also have access to Life and AD&D insurance. Employees are able to enroll in our 401k plan. Full-Time Regular employees accrue 8 hours of vacation and 8 hours of sick leave, on a monthly basis. Full-Time Regular hired employees also receive 11 paid holidays throughout the calendar year, 1 floating holiday, 16 hours of self-care time, and 16 hours of volunteer time (may be prorated based on hire date in the initial calendar year).

All benefits except 401k start the first of the month after 30 days of employment. Employees become eligible to contribute to 401k on the first of the month following 60 days of employment.