Contact Center Supervisor

Columbia Credit Union • Vancouver, WA

21h • $28 - $31 • Hybrid

About The Position

Columbia Credit Union is seeking a Contact Center Supervisor to support daily contact center operations while coaching and developing a team focused on delivering outstanding member experiences. The credit union has $2.5 billion in assets, serves over 100,000 members, and has been in operation since 1952. They have an award-winning culture built on teamwork, service excellence, and helping members achieve financial wellness, and have received numerous 'Best of' awards.

Requirements

• Leadership, supervisory, or management experience in a contact center, banking, financial services, customer service, or related environment
• Strong experience coaching employees and driving team performance
• Excellent communication, conflict resolution, and customer service skills
• Ability to analyze performance metrics and implement process improvements
• Thorough knowledge of banking, credit union, or financial products, services, and regulations.
• Proficiency with Microsoft Office, contact center technology, chat platforms, and reporting tools
• Strong organizational skills with the ability to manage multiple priorities
• Ability to work between 7:00 a.m. and 6:30 p.m. as business needs require
• High level of accountability, sound judgment, and decision-making ability
• Must be authorized to work for ANY employer in the U.S.
• Must be 18 or older to apply

Responsibilities

• Supervise, coach, and develop Contact Center employees
• Support hiring, onboarding, training, and performance management
• Serve as the primary backup to the Contact Center Manager
• Monitor team performance, service levels, quality standards, and key metrics
• Handle escalated member concerns and ensure timely resolution
• Assist with workforce scheduling, attendance management, and payroll approvals
• Analyze performance data and recommend process improvements
• Facilitate team meetings, coaching sessions, and operational communications
• Support growth of digital banking and member service channels
• Maintain compliance with credit union policies, regulations, and service standards
• Provide hands-on support by assisting with calls, chats, and member transactions as needed

Benefits

• 100% employer-paid Medical, Dental & Vision for employees
• $200/ month opt out
• 401(k) with 100% match up to 6% contribution
• Generous paid time off
• paid holidays
• sick leave
• extended sick leave
• Tuition Reimbursement
• Eligible for Back Office Incentive opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed