Call Center Operations Supervisor

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections where posting has real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, no invention. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. We need to parse the posting. POSITION TITLE: Call Center Operations Supervisor (title not used as heading) REPORTS TO: Vice President Retail Experience SUPERVISES: Call Center Staff JOB STATUS: Exempt JOB GRADE 9: $44,512.00 to $55,640.00 Targeted Annual Salary This position works on-site. Remote work is not available at this time. Job Summary ... (prose) Key Duties/Responsibilities (list) Required Knowledge/Skills/Abilities (list) Education/Experience (list) General Requirements (list) General Physical Requirements (list) Job Specific Physical Requirements (list) (but this is basically statements about understanding job description; maybe not needed) State Employees Credit Union offers a highly competitive benefits package Applications must be received by Human Resources State Employees Credit Union of New Mexico is an Equal Opportunity Employer Equal Opportunity Employer, including disabled and veterans. We need to remove boilerplate: EEO, application instructions, etc. Also remove "Applications must be received by Human Resources". Also remove "State Employees Credit Union offers a highly competitive benefits package" maybe we can keep as Benefits? It says offers a highly competitive benefits package but no specifics. According to rule: never create Benefits section unless posting actually states them. It states "offers a highly competitive benefits package" but no detail. That's vague; maybe we should not create Benefits section because it's not specific. The rule: "never create Pay/Schedule/Benefits sections unless the posting actually states them." It states benefits package but not details. Likely we should not include Benefits section because it's not specific. Similarly Pay: we have salary range: $44,512.00 to $55,640.00 Targeted Annual Salary. That's specific. So we can include Pay section with that range. Schedule: "This position works on-site. Remote work is not available at this time." That's schedule info (onsite). Could be considered schedule. We can include Schedule section with that statement. Now sections: About the role (Job Summary). Responsibilities (Key Duties/Responsibilities). Requirements (maybe Education/Experience + Required Knowledge/Skills/Abilities? Actually we have separate sections: Required Knowledge/Skills/Abilities, Education/Experience, General Requirements, General Physical Requirements, Job Specific Physical Requirements. We need to map to allowed headings: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to decide which content goes where. Typically: About the role = Job Summary. Responsibilities = Key Duties/Responsibilities. Requirements = Education/Experience? Qualifications = Required Knowledge/Skills/Abilities? Skills = maybe also part of Required Knowledge/Skills/Abilities. But we have limited headings; we can combine. We must not create thin sections. Prefer few substantive sections. So we could have About the role, Responsibilities, Requirements (combining Education/Experience and Required Knowledge/Skills/Abilities and General Requirements?), Pay, Schedule. But we must not lose substantive info. Let's see. We have: Job Summary (prose) -> About the role. Key Duties/Responsibilities (list) -> Responsibilities. Required Knowledge/Skills/Abilities (list) -> Skills (or Qualifications). Could be Skills. Education/Experience (list) -> Requirements (or Qualifications). Could be Requirements. General Requirements (list) -> maybe also Requirements. General Physical Requirements (list) -> maybe also Requirements. Job Specific Physical Requirements (list) -> maybe not needed; it's just statements of understanding; could be omitted as boilerplate? It's not exactly boilerplate but it's generic acknowledgment. Might be considered boilerplate; we can drop. Benefits: we have only generic statement; we will not include. Pay: salary range. Schedule: onsite, no remote. Thus we can have sections: About the role, Responsibilities, Requirements (combining Education/Experience, Required Knowledge/Skills/Abilities, General Requirements, General Physical Requirements), Pay, Schedule. We need to use

for each section heading. Use

• for any list of duties/requirements/benefits. Use

  for prose. We must not repeat job title as heading. Must not put Job ID etc. We must preserve ALL substantive information; do not invent or summarize away detail. So we need to include all details from those sections. Let's extract details. Job Summary paragraph: "The Call Center Operations Supervisor provides day-to-day functional supervision of Call Center operations, including workflow coordination, service quality, staff guidance, coaching, quality assurance, and escalation support. The position monitors operational performance, reinforces established procedures and service expectations, and serves as a primary resource for staff and management. This role provides functional leadership and coaching but does not independently conduct formal performance evaluations or make employment decisions. All employees of State Employees Credit Union are proactive, results driven, and fully committed to the Credit Union's mission and vision. They strive to achieve the highest standards of excellence and consistently exceed the expectations established by Credit Union Management." We keep that as prose in

  . Key Duties/Responsibilities list: many bullet points. We need to preserve each as

• . Let's list them: - Support management in the hiring, onboarding, training, mentoring, and coaching of Call Center staff. - Provide day-to-day direction, guidance, and support to junior staff, including answering questions, assisting with escalations, and reinforcing service expectations. - Monitor call center workflow, staff coverage, lunch schedules, vacation requests, and assigned projects to help ensure proper staffing and service continuity. - Review employee work product for accuracy, completeness, timeliness, and adherence to departmental procedures. - Monitor department performance metrics, including calls answered, abandoned calls, transferred calls, grade of service, service levels, call quality, and member satisfaction indicators. - Prepare, monitor, and complete routine call center reports; communicate trends, concerns, and recommendations to the Assistant Manager. - Support and assist offline agents with workload management and operational assistance as needed. - Conduct call monitoring and quality assurance reviews to support employee development and operational consistency. - Identify training needs, workflow concerns, service trends, and productivity opportunities; make recommendations to management for improvement. - Provide informal coaching and feedback to staff as needed and escalate recurring performance or conduct concerns to the Assistant Manager. - Assist with member inquiries, correspondence, research, problem resolution, and follow-up to ensure proper handling and member satisfaction. - Monitor phone systems, messages, greetings, inbound and outbound call activity, and general functionality; escalate technical or service issues as appropriate. - Support the maintenance of departmental procedures and assist with training employees on updated processes. - Assist with debit card program support, including card issuance, maintenance, compromised card reporting, fraud monitoring tools, dispute support, vendor coordination, and staff training, as assigned. - Provide backup support for credit card program functions, as needed. - Support IRA program administration by assisting employees and members with IRA-related questions, routine reporting, forms, supplies, records, and required processing, as assigned. - Support processing related to deceased member accounts, including documentation, file maintenance, procedure updates, and staff training. - Assist with overdraft privilege program tasks, including reviewing overdrawn account reports, monitoring account activity, communicating with members, supporting repayment arrangements, and escalating collection or charge-off recommendations as appropriate. - Support eFunds/ChexSystems-related processes and assist branches or staff with access and operational questions. - Maintain working knowledge of regulatory and compliance requirements applicable to call center and credit union operations, including but not limited to BSA/AML, OFAC, FinCEN, Reg P, Reg CC, Reg E, Reg Z, the Patriot Act, and privacy requirements. - Assist with required monitoring, reporting, documentation, and escalation related to OFAC, SAR, CTR, overdraft, debit card, and other operational or compliance-related processes, as assigned. - Help ensure operations and staff activities comply with applicable policies, procedures, security standards, and regulatory requirements. - Serve as a resource for staff when the Assistant Manager is unavailable. - Perform other duties as assigned. Now Required Knowledge/Skills/Abilities list: - Strong member service orientation with the ability to handle complex questions, concerns, and escalated situations professionally. - Working knowledge of call center operations, financial institution products and services, and member service standards. - Ability to guide, train, coach, and support junior staff without direct performance evaluation authority. - Strong attention to detail with the ability to review work for accuracy, consistency, and compliance. - Effective verbal and written communication skills. - Ability to provide constructive feedback in a tactful and professional manner. - Sound judgment with the ability to identify when matters should be escalated to management. - Strong organizational and time management skills. - Ability to monitor workflow, balance competing priorities, and support service levels in a fast-paced environment. - Ability to research member inquiries and coordinate appropriate follow-up. - Proficient in Microsoft Office Suite and able to learn call center, card, core processing, reporting, and related systems. - Demonstrated patience, tact, enthusiasm, and a positive attitude toward members, employees, and the general public. - Ability to maintain confidentiality and exercise discretion when handling sensitive member, employee, and Credit Union information. - Consistent punctuality and attendance, with the ability to model accountability and professionalism for the team. - Travel - As Required Those in a leadership role are expected to participate in company meetings, community events, and similar engagements as ambassadors to the organization and its mission. These include voluntary and involuntary events that although ordinarily will be during business hours, does include weekends and evenings as announced. Note: The last bullet includes "Travel - As Required ..." It's a sentence; we keep as is. Education/Experience list: - Education or experience equivalent to an Associate's degree in Business, Finance, or a related field, in addition to three or more years of progressively responsible experience in a call center, financial services, retail banking, or member/customer service environment. - Experience providing employee coaching, training, quality review, workflow coordination, or functional team leadership is preferred. General Requirements list: - Must be capable to execute all terms and conditions set forth in the Employee Handbook, including but not limited to: - Work in a safety conscious manner which ensures that safe work practices are used in order not to pose a risk to self or others in the workplace. - Adhere to policy on Drug Free Workplace. - Comply with company policies and procedures and local, state and federal regulations. General Physical Requirements list: - Prolonged periods of sitting at a desk and working on a computer. - Some standing, walking, kneeling, stooping, bending and lifting. - Must be able to lift up to fifteen (15) pounds at times. - Must be able to access and navigate credit union facilities. Job Specific Physical Requirements list (the statements about understanding) maybe we can drop as boilerplate; but it's not exactly boilerplate but it's generic acknowledgment. The instruction: "Remove cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions." This is not exactly those categories. However it's basically a statement of understanding; could be considered boilerplate? It's not EEO etc. But it's repetitive of typical disclaimer. I'd consider it boilerplate and drop it to keep concise. The rule says preserve ALL substantive information; is this substantive? It's basically saying they understand the job description etc. Not substantive to the role. I'd drop it. Benefits: generic statement; we drop. Pay: salary range: $44,512.00 to $55,640.0