Member Contact Center Supervisor

LBS Financial Credit Union • Westminster, CA

1d • $32 - $40 • Onsite

About The Position

Our Member Contact Center Supervisor is responsible for overseeing the daily operations of a team of Member Contact Center Representatives, ensuring exceptional Member service, operational efficiency, and team development. This role monitors performance metrics, manages escalated Member issues, and implements process improvements to meet organizational goals. The Supervisor serves as a liaison between management and front-line staff, driving accountability, engagement, and professional growth within the team.

Requirements

• Expert-level proficiency in all core systems, platforms, and tools.
• High School diploma or equivalent required.
• 3-5 years of call center leadership, team lead, or supervisory experience.
• Proven success in meeting performance goals in a call center or customer service environment.
• Experience with quality assurance, coaching, and performance management.
• Consistently demonstrates highest level professionalism and accountability.
• Proactively identifies problems and drives solutions without waiting for direction.
• Adapts quickly to new technologies or process changes.

Nice To Haves

• Recognized as a technical resource in the department.

Responsibilities

• Overseeing the daily operations of a team of Member Contact Center Representatives.
• Ensuring exceptional Member service, operational efficiency, and team development.
• Monitoring performance metrics.
• Managing escalated Member issues.
• Implementing process improvements to meet organizational goals.
• Serving as a liaison between management and front-line staff.
• Driving accountability, engagement, and professional growth within the team.
• Troubleshooting complex system issues independently and providing solutions or workarounds.
• Assisting in the implementation or training for new technologies or process changes.
• Creating or improving documentation, workflows, or best practices for team use.
• Supporting and mentoring team members, sharing knowledge, encouraging collaboration, and leading by example.
• Maintaining a calm, composed presence under pressure or during escalation.
• Championing company values and positively influencing team morale and workplace culture.

Benefits

• Medical, Dental, and Vision 100% employee-only plans paid by LBS
• 12 Paid Holidays, 3 weeks PTO, and Sick Time
• Defined Benefit Pension Plan
• 401(k) and Roth(k) Retirement Plans
• Life, AD&D, LTD Insurance
• Critical Illness, Accident Insurance, and Hospital Indemnity
• Educational Reimbursement
• Paid Volunteer hours
• Loan discounts and free branch services
• Discount entertainment: movie tickets, travel, car rentals, and much more
• Wellness Benefits starts 1st of the month following 30 days of employment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED