Supervisor, Contact Center

About the role

The Supervisor, Contact Center at SchoolsFirst FCU is responsible for overseeing the administrative operations of the department to ensure prompt, accurate, efficient, and high-quality service to Members across multiple contact channels. This role also involves resolving Member issues and escalated concerns, training direct reports, and contributing to departmental goals.

Responsibilities

• Assists the department manager in administering the overall operation of the department.
• Resolves Member issues and escalated concerns over multiple contact channels.
• Partners with management on training activities and team member career development.
• Manages high volumes and identifies initiatives for enhancing productivity.
• Maintains a positive, Member-focused attitude through motivation and development initiatives.
• Advocates for team members and supports frontline staff in handling escalated Member concerns.
• Provides consultative services to Members regarding credit union products and services.
• Processes Member transactions and provides product/service information over multiple contact channels.
• Supports department and divisional projects that enhance productivity and efficiency.
• Schedules staff and helps establish, communicate, and achieve the credit union’s goals.
• Ensures compliance with policies, procedures, and regulatory requirements.
• Monitors team member compliance and supplies needed for job functions.
• Stays informed of industry trends and recommends changes to improve operations.
• Supervises team members, including selection, training, performance appraisal, and work allocation.
• Communicates and achieves the credit union’s goals and standards.
• Identifies opportunities to streamline department and credit union operations.
• Acts as a backup for the Manager in their absence.
• Performs other duties as assigned.

Qualifications

• A High School Diploma or GED is required.
• At least 5-7 years of previous related experience are required.
• A California Property Casualty Insurance License for supervisors within the Insurance Services department is required.

Skills

Strong leadership, communication, and problem-solving skills are essential. Proficiency in using multiple contact channels and a deep understanding of credit union products and services are also required.

Benefits

Details about benefits are not specified in the job posting.

Pay

The typical new hire salary offers fall within the minimum to midpoint of the pay range, which is $69,705.00 - $104,558.00 per year. Offers are based on individual qualifications and experience.

Schedule

Scheduled Weekly Hours: 40