Contact Center Supervisor

Harborstone Credit Union•Lakewood, WA

1d•Onsite

About The Position

Join Our Team at Harborstone Credit Union—Voted one of Washington’s Best Workplaces! Are you a coach at heart who believes high accountability and high support can exist together? Do you enjoy developing others, reinforcing performance standards, and motivating teams to deliver exceptional service? If you thrive in a fast-paced environment and love helping individuals grow while creating memorable member experiences, this leadership role may be the right fit for you. Compensation: Minimum $32.25 Maximum $48.38 Placement in the pay scale will be determined by experience and qualifications.

Requirements

High School Diploma or GED (Essential)
Minimum three to five years of customer service experience in a contact center, financial services, or regulated environment (Essential)
Previous supervisory, team leadership, or coaching experience with direct reports (Essential)
Experience conducting performance conversations, managing accountability, and supporting role progression (Essential)
Experience working within performance-driven environments with service, quality, and operational standards (Essential)
Proficiency in contact center platforms, digital banking systems, and workforce or performance dashboards (Essential)
Strong understanding of compliance standards including BSA, AML, OFAC, fraud prevention, and documentation expectations (Essential)
Proficiency in Microsoft Office Suite and collaboration platforms (Essential)
Ability to interpret team-level performance reporting and apply insight to coaching conversations (Essential)
Strong coaching and feedback delivery skills
Ability to motivate and hold team members accountable to standards
Emotional intelligence and composure in high-pressure situations
Strong communication skills, both verbal and written
Conflict resolution and performance management capability
Commitment to modeling Harborstone’s Committed, Kind, and Dependable values
Ability to foster service excellence and encourage Surprise & Delight member experiences

Nice To Haves

Associate’s or Bachelor’s degree in Business, Finance, Leadership, Communications, or related field (Preferred)

Responsibilities

Lead daily Contact Lead, Coach & Develop Assigned Team: Provides direct supervision to assigned representatives through structured one-on-one meetings, performance reviews, coaching conversations, and development planning. Reinforces accountability to role expectations and supports career progression using established development frameworks.
Reinforce Operational Expectations & Team Accountability: Supports daily operational priorities established by the Contact Center Manager by monitoring team-level schedule adherence, workflow discipline, service quality, and performance expectations. Addresses individual performance gaps and communicates broader trends or risks to leadership as appropriate.
Champion Service Excellence & Surprise and Delight Culture: Coaches team members to consistently demonstrate Harborstone’s Committed, Kind, and Dependable values. Encourages service behaviors that create thoughtful, personalized, and memorable member experiences inspired by Surprise and Delight principles.
Support Talent Growth & Role Progression: Identifies strengths and development opportunities within the team and reinforces clear expectations around skill mastery and readiness for advancement. Supports structured growth conversations aligned with Harborstone’s development frameworks.
Reinforces risk mitigation, fraud awareness, compliance adherence, and audit readiness at the team level by ensuring representatives consistently follow established procedures and documentation standards.
Leads team huddles, coaching discussions, and performance conversations aligned with departmental priorities and service standards.
Partners with the Contact Center Manager to communicate operational insights, performance trends, and development needs affecting the assigned team.
Supports onboarding and training efforts for new team members and reinforces skill development expectations within the team.
Participates in departmental initiatives, pilots, and continuous improvement efforts as directed by leadership.
Promotes a positive, accountable work environment that reflects Harborstone’s mission and Ten Essentials.
Performs other duties as assigned.