Contact Center Supervisor

About the Role

Kitsap Credit Union is in search of a Branch Manager for our Belfair branch. The Branch Manager is responsible for managing and administering the operational efforts of the Branch in support of the Credit Union’s strategic plan. This position ensures that established policies and procedures are followed, oversees the provision of a full range of services to members and prospective members, and fosters a sales-oriented culture. Ensures that members are promptly and professionally served in a manner that enhances the Credit Union’s reputation.

Quick Facts

Reports to: Contact Center Manager
Employment Type: Full-time, hourly, non-exempt, onsite
Salary Range: $80,168.40 - $87,026.42 depending on experience
Working Hours: Monday - Friday 8AM - 6PM, Saturday 9-4
Bonus Target: 7% potential incentive of base pay
Grade: 10BC
Industry: Banking

Principal Accountabilities

• Accountable for ensuring that their team of direct reports delivers on department goals and key metrics.
• Develops and executes action plans to meet and exceed key performance indicators.
• Acts as the Contact Center Manager in their absence.
• Supports strategic projects as a Contact Center subject matter expert on policy and process.
• Committed to ensuring employees give extraordinary member service while always looking for member growth opportunities by educating members on applicable products and services.
• Provides continuous coaching and training to direct reports.
• Takes call escalations, researches complex member questions, and diffuses urgent member situations.
• Acts as a subject matter expert to Contact Center employees in handling member inquiries by directing research and troubleshooting to ensure issue resolution.
• Identifies and participates in process improvement opportunities in pursuit of operational excellence in the Contact Center.
• Motivates staff while maintaining a team-focused structure and an atmosphere of accountability.
• Participates in the interviewing and hiring process.

Required Skills and Abilities

• Ability to motivate team members and hold them accountable to outcomes.
• Excellent organizational skills and attention to detail.
• Strong supervisory and leadership skills.
• Ability to handle a heavy workload with time constraints and deadlines.
• Strong business acumen and leadership presence.
• Proficient with Microsoft Office Suite software.
• Understand, model, and represent KCU’s core values.

Required Qualifications and Education

• HS Diploma or GED.
• Two+ years of Contact Center experience.
• Ability to work a flexible schedule to support the Contact Center during Hours of Operation.
• Proficient in Microsoft Office applications.

Preferred Qualifications and Education

• 1+ years of leadership experience.
• Two+ years of financial industry experience preferred.
• Knowledge of Customer Relationship Management (CRM) and Call Management Software such as the NiceInContact CXOne Platform and Salesforce, with experience monitoring dashboards to make real-time adjustments to meet business needs.
• Ability to learn and maintain a strong level of expertise with Kitsap Credit Union’s core operating systems and self-service technology (iPhones, Androids, etc.).
• Advanced knowledge of KCU policies, practices, procedures, and how to utilize resources to resolve member inquiries and provide remarkable member experiences strongly preferred.
• Call center support experience a plus: documenting business processes, defining business requirements, developing resource planning models.

Supervisory Status

This position supervises others and is responsible for being results-oriented, collaborative, delegating effectively, and embracing the organization’s core values, ensuring team effectiveness.

Working Conditions

This position will be required to work in an office environment with moderate noise levels, and, with or without reasonable accommodation, is required:

• Must be able to remain in a stationary position for a minimum of 75% of the time.
• Constantly operates a computer and other office productivity machines.
• Occasionally ascends/descends stairs.
• Constantly positions self in the work environment.
• The person in this position frequently communicates with peers, supervisors, vendors, and employees to exchange accurate information and answer questions.
• Must be able to detect objects at a distance.
• On occasion, will move up to 20 pounds of office objects.
• Works in an indoor office environment but is expected to attend meetings in buildings that require travel in outdoor weather conditions.

What We Offer

Some of our benefits include:

• Free onsite parking
• Annual time off and sick time accrued
• 11 paid holidays
• 1 Personal Floating Day
• Medical, Dental, Vision, Short- and Long-term Disability, Life and AD&D Insurance
• Employee Assistance Program
• Choose from a PPO medical plan or a High Deductible with a Health Savings Account
• 3% KCU funded Safe Harbor Contribution to your 401K
• KCU will match up to 2% of your 401K contributions
• All 401K contributions are 100% vested
• Potential annual incentive in all roles within Kitsap Credit Union
• Tuition reimbursement
• 8 hours of paid volunteer time off
• Discounts on KCU's products and services
• Enjoy unlimited ORCA transit access through KCU for less than $45 a year—your cost as an employee