Contact Center Supervisor

Columbia Credit Union•Vancouver, WA

2d•Hybrid

About The Position

Make Life Better for Members, Communities, and Your Career Why Join Columbia Credit Union? At Columbia Credit Union, we're more than a financial institution. With $2.5 billion in assets, 100,000+ members, and a mission of "Making Life Better," we've proudly served our communities since 1952. Our award-winning culture is built on teamwork, service excellence, and helping members achieve financial wellness. Recognized as: Best of Clark County (2008-2026) Best in Business (2013-2024) Corporate Philanthropy Award Winner (2017-2025) If you're passionate about helping people, solving problems, and delivering exceptional customer experiences, we'd love to meet you.

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
Applicants must be authorized to work for ANY employer in the U.S.
Must be 18 or older to apply

Nice To Haves

Hybrid work opportunity after successful onsite training (Vancouver, WA/Portland, OR area residents only)

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