Contact Center Supervisor

Sierra Central Credit Union•Yuba City, CA

1d•Onsite

About The Position

The Contact Center Supervisor provides frontline leadership and operational oversight of the Contact Center, with accountability for team performance, service quality, referral sales results, and regulatory compliance. This role directly supervises Contact Center Representatives, serves as the primary escalation point for complex member issues, and partners closely with the Contact Center Manager to support departmental goals. By bridging daily staff execution with departmental strategy, the Supervisor translates Contact Center objectives into daily priorities and measurable results, leads by example, fosters a positive and productive work environment, and ensures exceptional member service while minimizing operational risk, losses, and errors.

Requirements

Advanced understanding of Contact Center operations and workflows
Strong ability to supervise, coach, and motivate contact center staff in a fast-paced, high-volume environment.
Excellent verbal and written communication skills with a member-focused approach.
Strong attention to detail with a high level of accuracy.
Ability to prioritize multiple tasks, manage competing demands, and adapt to changing business needs.
Solid knowledge of credit union operations, regulations, and risk controls.
Strong problem-solving and decision-making skills, with the ability to address real-time operational issues tactfully and professionally.
Demonstrated skill in monitoring performance metrics (KPIs) and providing timely, constructive feedback to improve results.
Strong customer-service mindset with the ability to balance employee engagement and operational requirements.
Demonstrated ability to work collaboratively with team members, supervisors, and cross-functional departments.
Proficiency in Contact Center systems and financial institution platforms, including but not limited to: DNA (or current core system), Contact Center phone systems (e.g., Talkdesk or equivalent), Online and mobile banking platforms, Visa Online, Zelle, Payment-by-phone portals, Card management systems (e.g., Card Central), Client Central, Experian, Paylocity
High school diploma or equivalent required.
Minimum of four (4) years of progressive experience in a contact center or customer service operations environment.
Minimum of (2) years of supervisory or lead experience overseeing frontline contact center staff.
Demonstrated success leading teams to performance and service goals.
Experience monitoring and responding to key performance indicators (KPIs) such as AHT, ASA, adherence, quality scores, and attendance

Nice To Haves

Four (4) or more years of financial institution experience preferred.
Previous experience in a sales driven service environment preferred.

Responsibilities

Provide direct supervision, leadership, and daily direction to Contact Center Representatives to ensure high performance, productivity, and member satisfaction.
Serve as the escalation point for all supervisor-level calls and complex member concerns, resolving issues independently when possible.
Train, coach, mentor, and develop Contact Center Representatives at all levels, including onboarding, ongoing performance coaching, and corrective action when necessary.
Conduct call observations, complete performance evaluations, and provide timely feedback, documenting performance in the HR systems as required.
Maintain high standards of member service, professionalism, and accuracy while ensuring adherence to credit union policies, procedures, and regulatory requirements.
Monitor department productivity metrics, call volumes, quality scores, and service levels; take proactive steps to address staffing or performance gaps.
Oversee proper handling of negotiable items and approval authorities.
Process and oversee data changes, account adjustments, and member correspondence in accordance with established policies and controls.
Authorize and process cashier’s checks within established limits and delegated authority.
Ensure proper security, internal controls, and compliance practices are followed for all transactions, including negotiable instruments and account maintenance.
Evaluate current department procedures and workflows, making recommendations for improvements to efficiency, service quality, and risk mitigation.
Prepares and delivers operational, quality, and sales reporting to management.
Analyzes trends, performance data, and service metrics to inform decision making.
Proactively support cross-selling efforts and refer appropriate member business opportunities in alignment with credit union goals.
Attend meetings on behalf of the Contact Center Manager as needed and contribute to departmental planning, reporting, and team initiatives.
Collaborate with the Contact Center Manager to learn and support all aspects of contact center operations, reporting, scheduling, and performance management.
Ensure all member requests (phone, mail, and electronic) are processed accurately, timely, and in compliance with applicable policies and regulations.
Maintain required call handling expectations, quality standards, and compliance scores as established by the department.
Perform or support opening and closing duties of the Contact Center as needed.
Adhere to a flexible schedule, including evenings and weekends as business needs require.
Participate in ongoing training, leadership development, and required Talent and Development programs.
Perform other duties as assigned by the Contact Center Manager

Benefits

Medical, Dental & Vision Insurance options
Voluntary Lines including hospital indemnity, accident, and critical illness policies
Company Paid HRA (with enrollment in certain health plans)
Company Paid Basic Term Life Insurance Coverage at 2× annual base salary, up to a maximum of $500,000 for full-time employees $25,000 for part-time employees
Company Paid Long-Term Disability Insurance for Full-Time Employees
Company Paid Telehealth Services Membership (Teladoc)
Company Paid Employee Assistance Program (EAP)
401(k) Retirement Plan Employer-funded safe harbor contribution of 3% of employee's eligible earnings
Discretionary employer match on employee contributions
Flexible Spending Accounts HSA Medical FSA Dependent Care FSA Limited Purpose FSA
Paid Time Off
Vacation accruals based on status and tenure within company
12 sick days accrued annually for full-time employees
1 hour for every 30 hours worked for part-time employees
11 paid holidays (eligible after 90 days of employment)
Travel Expense Reimbursement