Contact Center Supervisor

Why Join Columbia Credit Union?

At Columbia Credit Union, we're more than a financial institution. With $2.5 billion in assets, 100,000+ members, and a mission of "Making Life Better," we've proudly served our communities since 1952. Our award-winning culture is built on teamwork, service excellence, and helping members achieve financial wellness.

Recognized As Best of Clark County (2008-2026) Best in Business (2013-2024) Corporate Philanthropy Award Winner (2017-2025)

If you're passionate about helping people, solving problems, and delivering exceptional customer experiences, we'd love to meet you.

Pay & Perks

• Earning potential: $28.00 - $31.00/hour
• 100% employer-paid Medical, Dental & Vision for employees
• $200/month opt out
• 401(k) with 100% match up to 6% contribution
• Generous paid time off, paid holidays, sick leave, and extended sick leave
• Tuition Reimbursement
• Incentives: Eligible for Back Office Incentive opportunities
• Hybrid work opportunity after successful onsite training (Vancouver, WA/Portland, OR area residents only)

What You'll Do

As the Contact Center Supervisor, you'll support daily contact center operations while coaching and developing a team focused on delivering outstanding member experiences.

Key Responsibilities Include:

• Supervise, coach, and develop Contact Center employees
• Support hiring, onboarding, training, and performance management
• Serve as the primary backup to the Contact Center Manager
• Monitor team performance, service levels, quality standards, and key metrics
• Handle escalated member concerns and ensure timely resolution
• Assist with workforce scheduling, attendance management, and payroll approvals
• Analyze performance data and recommend process improvements
• Facilitate team meetings, coaching sessions, and operational communications
• Support growth of digital banking and member service channels
• Maintain compliance with credit union policies, regulations, and service standards
• Provide hands-on support by assisting with calls, chats, and member transactions as needed

Must-Have Qualifications

• Leadership, supervisory, or management experience in a contact center, banking, financial services, customer service, or related environment
• Strong experience coaching employees and driving team performance
• Excellent communication, conflict resolution, and customer service skills
• Ability to analyze performance metrics and implement process improvements
• Thorough knowledge of banking, credit union, or financial products, services, and regulations
• Proficiency with Microsoft Office, contact center technology, chat platforms, and reporting tools
• Strong organizational skills with the ability to manage multiple priorities
• Ability to work between 7:00 a.m. and 6:30 p.m. as business needs require
• High level of accountability, sound judgment, and decision-making ability