Contact Center Supervisor

WECU•Bellingham, WA

1d•$34 - $48•Hybrid

About The Position

WECU is seeking a Contact Center Supervisor for its hybrid Contact Center team in Bellingham, Washington. The role supports WECU’s mission and vision by providing consistent, high-quality service to members and partners with the Contact Center Manager to oversee the team’s daily operations. The supervisor performs the Contact Center Manager’s functions in their absence and supports staff training, coaching, performance management, communications, and service quality. Availability for a rotating Saturday shift is required.

Requirements

High school diploma or GED, plus three to five years of related experience and/or training, or an equivalent combination of higher education and experience.
Excellent oral and written communication skills.
Complete working familiarity with the credit union’s computer system, including input and output functions, general ledger account knowledge, balancing daily work, and training personnel to use the system for assigned tasks.
Ability to effectively present information one-on-one to members, potential members, and other credit union employees.
Ability to work in a role involving extensive personal contact, sometimes of a personal or sensitive nature, and potentially motivating or influencing others.
Ability to foster sound relationships with outside entities, companies, and individuals.

Nice To Haves

Relevant training in a credit union, bank, or other financial institution.
Contact center management experience.
Documented work experience providing knowledge or experience equivalent to the stated minimum requirements.

Responsibilities

Perform all functions of a Contact Center Manager in their absence.
Provide high-quality, professional member service with warmth, courtesy, and respect; cross-sell services and help members feel they belong and are valued.
Assist the Contact Center Manager in overseeing telephone and online inquiries and maintaining high-quality service that supports membership and loan portfolio retention and growth.
Use sound judgment and decision-making, protect the credit union’s interests, follow internal and external policies and procedures, comply with BSA regulations, and follow security procedures.
Ensure staff are trained and supported; observe and coach employees, empower them to make appropriate decisions, and help them meet role expectations and service standards.
Analyze employee performance, coach staff, develop action plans, and deliver performance warnings as needed.
Facilitate department meetings and consistent communication about the department’s vision, relevant information, operating methods, and opportunities.
Build trusting relationships and use team members’ strengths to accomplish goals and tasks.
Promote team unity, commitment, and trust; encourage cooperation and motivate team members to solve problems and meet goals.
Listen to member and staff needs, articulate those needs, and find solutions.
Partner with other Contact Center Supervisors to ensure staff across teams receive training and support.
Conduct monthly and quarterly staff dialogs and provide regular observation and coaching.
Meet individual sales and service goals.
Assist Contact Center management with researching and developing processes and procedures for the Contact Center team.
Lead by example, hold staff accountable, and foster a positive, engaged team.
Participate in the Quality Call Monitoring Program by regularly reviewing live and recorded calls, completing scorecards, communicating call-monitoring feedback to staff, and arranging performance or training follow-up as needed.
Meet WECU employee behavioral standards and follow WECU policies and applicable laws and regulations.
Perform other duties as assigned and assist others with tasks and work assignments.